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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 In most instances, when an issue occurs , - your IT Support/provider will be needed, as the Reapit Service Desk they are not responsible for your telephony solution, rather than the Reapit Service Desk.

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 Standard Service Request for telephony integration to be set up with your Reapit software using this form

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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

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

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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

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

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title	Still have an issue after completing the steps above?

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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