General
I can't register for the app since my SSO and OKTA redirects me to CXOne
OKTA needs to be turned off while submitting credentials for registering for the TernioCX mobile app. Turning this off allows everything to process perfectly and then it can be turned back on once the registration was successful.
Is SSO available on TernioF9?
SSO is not currently available on the TernioF9 mobile app. This is a feature that is in the pipeline, but not yet into production.
Why am I getting a warning when I try to setup temporary CXOne agent credentials for Ternio to use to test with?
CXOne changed the security requirements for using other domains such as @ternio.com and you’ll need to go to Account settings and add our domain there to allow this.
SMS Types on Five9 SCC setttings handled by TernioF9
SMS settings Understanding the three types of SMS AID (Automatic Interaction distribution) Auto Accept Cherry Pick (with Accept /Reject buttons) AID (Automatic Interaction distribution) NOT Auto Accept. This type of chat is the same as 1 above but ...
Why do I get logged out using an Android device? Battery optomization on Android
Keep Adaptive Battery & battery optimization off. Android phones are set so that apps use your phone's battery only when you need them to. Adaptive Battery and battery optimization settings for the Ternio app need to be turned off. These settings are ...
Can PSTN be turned on and off of CXOne?
PSTN can be turned on and off on CXOne by a Security Option that is set per Role. Also, PSTN can be turned off by CXOne because it is not part of the specific connectivity plan. In this case you will need to contact CXOne directly to turn on.
Why does my agent leg stay logged in so long after I end the call on TernioCX (CXOne)?
The agent phone timeout can be adjusted to whatever works for your team. The default is 30 seconds. Go to ACD, then ACD Settings, then Station Profiles. This is where profiles are created and managed. Create a new profile for the timeout that works ...
Single Sign On- SSO
CXOne TernioCX can only support SP Initiated SSO, not IdP initiated. If you are logging into the app and get a notice that your credentials are not valid, and there's no redirect to your SSO provider, then you are probably using IdP initiated SSO. ...
CXOne timeouts
There are no timeouts or limits when an agent is in the Available State. All Unavailable States have specific timouts set for them.
CXOne Auto-Attendant
The NICE CXOne Auto-Attendant will come through the Ternio mobile app just like any regular incoming call. The Auto-Attendant directs calls to individual agents vs. a whole group assigned to a skill.
How do I find my CXOne global ID phone number?
Go to ACD > Business Units > Global Caller ID
What are the minimum requirements for using the app?
For Android devices it is: 6.0 and up. For iOS devices it is: iPhone iOS 13.4 or later Please check the Apple App store or the Google Play store for the most up to date answer.
Are credentials case sensitive?
Five9 Yes. One the Five9 platform both the ID and Password are case sensative. CXOne On CXOne, only the Password is case sensative.
Does the TernioCX support Work Items on the CXOne platform?
Not at this time.
How do I remove a user that has been removed from the contact center?
For our adding and removing users section of our dashboard, whoever has access as an admin should also have full access to the contact center to be authorized to see all users. Some people do not have full access and when they go to the Ternio Admin ...
Marqee messages on the inContact platform
Marqee messages are controlled by the CXOne platform. The marqees should just stay on the screen until you click "OK". Then they should come up if you click on the "MSG" button as long as that marquee has not expired. By default, a new message ...
Battery Optimization or Background App Refresh on iPhones
The Ternio app may go into the background and can log out if iPhone settings are not set for Background App Refresh. Here's how to fix that: iPHONE Tap the Settings Scroll down until you get to TernioCX or TernioF9. Make sure that Background App ...
Why is a user going into a Refusal state quickly and not able to answer the call?
There are a couple of possibilities here. Any user that goes into a refusal state quickly either has their Refusal Timeout set to low on the ACD user section. This will turn the user to Refusal state since they will not have a chance to answer. The ...
What versions of iOS and Android will the Ternio work on?
As of 6/18/24 iOS 13.4 or later Android 6.0 and up
Can there be a Screenpop with the Salesforce Click to Dial?
This could be achieved through Studio. The launch button on TernioCX can open a URL, but thats normally used for opening things that the agent controls. If they are doing a SF screen pop they should add the URL to the request Agent action and set the ...
How to change distribution settings for a group of agents on the Five9 platform for SMS/Chat, Email, etc.
1-Login as Admin using VCC Admin 2-Right click on User Profile 3-Menu bar will appear on the screen 4-Click on Add User Profile 5-A popUp will appear on the screen 6-write the name of the group 6-Click on Add button 7-A popUp will appear containing ...
SMS and MMS inbound and outbound on the Ternio mobile app
Five9 Native Five9 SMS and MMS are handled by the TernioF9 mobile app. CXOne SMS and MMS on the TernioCX on the CXOne side is handled through the third party company Textel. TernioCX can handle incoming SMS as well as MMS through Textel. Outgoing SMS ...
What outbound dialers does TernioCX work with?
The TernioCX currently supports the blended dialer setup on CXOne, but we do not have support for any of the other dialers. The blended dialer is the automated outbound calling using an uploaded list of records The other dialers require you to sign ...
Battery Optimization on Android Devices
The Ternio mobile app may go into the background and log out if Android settings are set for battery optimization. Here's how to fix that: From a Home screen, swipe up or down to access apps screen then navigate: Settings > Apps. Tap the Menu icon ...
How is the voice quality? Can I use an iPad?
That’s a great question. We rarely get any comments on issues with voice quality. There are a few ways in which calls through iPads can function. Most customers that are currently using iPads login to the TernioSwitch using their mobile number. ...
ADP Connector
ADP (Agent Desktop Plus) is REQUIRED to use the TernioSwitch on the Five9 platform.
There's no disposition showing after a call
If you do not see a choice for a disposition, please check your Skills configuration. The Skill does not have a disposition assigned to it.
Calls going to the mobile device's voicemail
1. If the calls are ringing to your cell phone and going to your phone's voicemail, when you do not answer them you will need to adjust the phone timeout options for your agent. This controls how long inContact will try to ring your phone before ...
What are the Salesforce Click to Dial requirements?
The Salesforce business unit needs to be using the "Lightening Components". The Click to Dial currently does not function on the classic Salesforce system.
Concern regarding the security around registering using the Admin credentials
When a customer enters their Admin credentials into the TernioSwitch registration form, it asks for both the Customer's ID and Password associated with the Contact Center's business unit. It is important to note that we do not see or store the ...
Can an Agent place an outbound call through a dialer?
This requires the Personal Connection product from inContact.
Do .wav files work as audio prompts?
The .wav file must be 8-biut 8khz. mono U-law .wav formatted.
Can my call data from the Ternio mobile app go into our Salesforce application?
This is an Add-On feature for the app. Please contact your Ternio sales rep or reach out to sales@ternio.com and someone will assist answering any questions you may have and can get the process started.
Do you perform any penetration testing? If so how often? Can you provide a copy of findings/results?
Ternio does not run pen tests. As we thoroughly reviewed the architecture of our system with Merck’s security teams, we’ve built our application in a way that relies on the Nice InContact system as well as the Microsoft Azure servers, both of which ...
I know you use Microsoft Azure for hosting, but does Ternio have its own defined Recovery Time Objective(RTO) and Recovery Point Objective(RPO) for disaster recovery?
Of Course we have failover in place, so if one server goes down the other spins up instantly. But to clarify our RTO and RPO policy, our RTO service level is within 24 hours. Note that the actual time will be significantly less than 24 hours since ...
What exactly is stored on the TernioSwitch servers?
· AgentUsername (to verify the active license ) · API key, API secret, business unit number (these are stored to send to the mobile app to start communicating with the Contact Center once the license is verified by the Ternio server.) · All of the ...
What is the password policy on Ternio?
Passwords are managed by the customer's admins on the Contact Center platform. They can be changed regularly or resets can be an automated requirement by the customer (example every 15, 30 , 60 days). Ternio does not handle passwords.
Security and Data
The Ternio mobile app uses 256-AES encryption. All data sent from the app to our servers is encrypted and remains encrypted on our servers until needed. As for your data that is stored on our servers, all call data remains between the customer and ...
Can the TernioSwitch mobile app be used for agents with an outbound Personal Connection Dialer skill? I know you can place outbound calls, but does the app have the capability of going into a “Working” state for a Personal Connection dialer skill?
We do not have the ability for an agent to sign into a dialer skill, however it does work with Blended dialer skills.
Resetting Password
If you ever need to reset your password you can do so from the Contact Center login page on your computer. At the Login page, click on the Forgot Password option or your Administrator can reset the password from within the employee/agent section ...
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