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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 - in many instances, when an issue occurs - 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?

No

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title	NoClick here for more information

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

Yes

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title	YesClick here for more information

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

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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

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3. Still not working?

Carry out some straightforward, technical checks, as outlined below

1

a. 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

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

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3

c. 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

d. 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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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

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

Versions Compared

Old Version 26

New Version 27

Key

No

Yes

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