General
Can I use the Ternio app if I don't have any cellular reception and only Wifi?
There may be times when you are deep inside of a building where you can't connect to your cellular network. Can you still use the Ternio? The answer is yes. Since we currently don't have a softphone built into the Ternio app at this time, there are ...
International numbers and the Ternio mobile app
It’s important to know that you need to enter a “+” sign before the international number for the Contact Center to route the numbers correctly. This would apply to dialing out of the Ternio, as well as how you enter your mobile number at the login ...
When I'm in the middle of a chat, why does the chat remain open and doesn't go away on the app when I lose contact with a customer?
If you're in the middle of a chat and the customer just closes their chat window without ending the chat, it takes the Contact Center system some time to end that chat on the agent end. The chat with that customer may remain on the TernioSwitch for ...
Why does the Ternio log me out when I'm set to one of our unavailable codes?
Unavailable codes set by your company admin for each unavailable code. The main unavailable code is pre-set by the Contact Center platform at 120 minutes. All of other company's custom unavailable codes have a maximum time setting that can be ...
How do Address Books work on Ternio?
The Address Books on Ternio auto populate directly from the Contact Center Address Books, Skill lists and Agents. Each company sets up and controls who has access to any of these listings. Can an Address Book be assigned to a specific agent? The ...
Implementation of the Ternio
Getting a company set up with the Ternio is a very quick process. Once a company has been setup with the Contact Center, they can simply provide a couple of credentials and be up and running after some backend testing. Onboarding agents to use the ...
How do agent to agent consults work?
When you click "Agents" on the TernioSwitch you will see your list of agents. Each agent will show if they are available, on a call or unavailable. If an agent is available (showing a green light) and you want to consult with them, you simply click ...
How do I find the Ternio's User Guide?
The User Guides can be accessed from either the app under "Settings" or the Ternio Admin can find it on the Ternio Admin Dashboard after logging in.
How much battery and data does Ternio mobile app use?
Our test results showed minimal DATA usage @ just 2-3MB over an 8 hours period. The tests also showed moderate BATTERY usage @ roughly 35% over the same 8 hour period. (Note that the performance of each device will differ)
How does the Ternio handle password resets?
Each company sets their own security profiles through the Contact Center which may require frequent password resets. All passwords on Ternio are handled from the Contact Center side. Ternio does not handle or control passwords.
I can't sign into the App or Dashboard?
A couple of things we will want to check. Are you able to login to the contact center directly using the same username and password you are using on the Ternio mobile app? Ternio uses your contact center login information to authenticate the user ...
Why is the "Screen Pop" not working?
You can use an action called "Runapp", or you can code the ScreenPop to the specific skill. if it's coded to the skill the ScreenPop works perfectly on the TernioSwitch.
Why does Ternio just spin when I sign into the app?
When signing in, make sure you're entering a complete phone number. I also want to check with you and see if you are logged in to any other accounts using the same phone number you are trying to use with the Ternio as that can cause the spinning ...
Why don't I see the Conference or Transfer buttons when I connect a call?
With call transfer or conferencing, you may need to swipe up slightly on smaller mobile screens to see the transfer/conference buttons.
Why do I get logged out after a certain amount of time?
Please check the timeout threshold set for each unavailable state. When the maximum time set has been reached, the agent will be automatically logged out. Many times adjusting this setting is what has to be corrected and the logout issue is resolved. ...
If call comes in but the user hears dead air on other end.
Confirm that the users is entering their correct mobile number on the sign in page of the TernioSwitch app. The users Mobile device might be blocking the incoming call. See "What do I do if I can’t receive calls on my TernioSwitch?” in the knowledge ...
What do I do if I can’t receive calls on my Ternio app?
IMPORTANT! Confirm that the number that's been entered on the sign in page of the App is the correct mobile number. Here are some examples of issues: IMPORTANT! Confirm that they do not have a "Do Not Disturb" setting enabled To check for blocked ...
What do I do if I can’t call out from Ternio?
IMPORTANT! Confirm that the number that has been entered on the sign in page of the App is the correct mobile number. They can NOT use the "DID" number provided by inContact. This will not work. IMPORTANT! Confirm that they do not have a "Do Not ...