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This guide has been reviewed against our global client base and classed as relevant to all regions |
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
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In many instances, when an issue occurs with TAPI integration, your IT Support/provider will be needed as they are responsible for your telephony solution |
Are other users in your organisation using telephony integration with Reapit?
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You need to ask your key contact to raise a Standard Configuration Request - using this form - for telephony integration to be set up with AgencyCloud |
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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 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
|  | 3. Still not working? Carry out some straightforward, technical checks, as outlined below | a. Download test application | b. No devices installed message If you see the message shown on the right, Reapit are unable to resolve this
Instead you need to contact your IT Support/provider |  | c. Inbound test | Info |
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To carry out this test
get someone to call your number or extension |
If the above is not as stated, contact your IT Support/provider |  | d. Outbound test | Info |
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To carry out this 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 |  | 4. Still 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 | Note |
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Ensure you have carried out all checks above before contacting the Service Desk |
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Guidance to follow if TAPI integration in AgencyCloud is not working as expected |
