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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. Unfortunately in most instances when an issue occurs, your IT Support/provider will be needed, as the Reapit Service Desk are not responsible for your telephony solution.

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

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title	No

You need to ask your key contact to raise a request for telephony integration to be set up with your Reapit software

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title	Yes

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

If telephony integration is enabled for your company, you will see a telephone icon on the main menu:

Check device

Right-click the telephone icon:

If nothing is shown, the integration will not work
- Click Change device and select from what is presented
- If no device is shown, follow the troubleshooting sections below
If the menu is populated, this should work

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title	Still not working?

We will now need you to do some straightforward, technical checks:

1. Download test application

Click here to download a simple test application
Carry out steps 2-4 below

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 contact your IT Support / provider

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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

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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

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title	Completed steps above and still have an issue?

Please raise issue with the Reapit Service Desk, as your issue may relate to a configuration that we need to review. This is the exception, as the configuration is normally set at your company level.

Please note, that if you have not carried out all the checks above, the Service Desk will insist that you follow them, as 99% of the time they identify the issue.

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