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Reapit can provide integration to your telephony solution and, in most instances, this will have been set up and configured before being deployed. 

This guide will help you troubleshoot the most common scenarios. In most instances, when an issue occurs - your IT Support/provider will be needed, as they are responsible for your telephony solution, rather than the Reapit Service Desk.


Are other users in your organisation using telephony integration with Reapit?


Expand
titleNo
  • You need to ask your key contact to raise a Standard Configuration Request for telephony integration to be set up with your Reapit software using this form


Expand
titleYes

As integration is already in place, your issue could be because you are a new user and/or recently set up ; if - if so, this should be a quick solution

1. Check if integration is enabled

From the main menu:

  • Click your name/office (top left of menu) and click Administration

  • If Phone Setup is displayed, telephony integration is enabled for your company
    Move to step 2

  • If Phone Setup is not displayed, follow the troubleshooting guidance below



2. Check device

As shown above, click Administration and select Phone Setup:

  • If nothing is shown (as shown right), the integration will not work

  • If device details are shown, check this is correct
    • If correct, follow the troubleshooting guidance below
    • If incorrect, select the correct device from the list



Expand
titleStill not working?

We will now need you to do Carry out some straightforward, technical checks:, as outlined below

1. Download test application

If you get an error (see step 2) or the fields are not populated as expected (see steps 3-4), contact your IT Support/provider to resolve


2. No devices installed message

  • If you see the message as shown on the right, Reapit are unable to resolve this , please

    Instead you need to contact your IT Support/provider


3. Inbound test

Test: get someone to call your number or extension

  • Call Direction = inbound

  • Caller ID = your extension

  • Called ID = person calling


If the above is not as stated, contact your IT Support/provider


4. Outbound test

Test: dial out from your desktop

  • Call Direction = outbound

  • Caller ID = your extension

  • Called ID = number dialled


If the above is not as stated, contact your IT Support/provider



Expand
titleStill have an issue after completing the steps above?

Please raise a query with the Reapit Service Desk, as your issue may relate to a configuration that needs to be reviewed

If you haven't carried out all the checks above, please do so before contacting the Service Desk






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