Versions Compared

Old Version 40

changes.mady.by.user Fiona Hardy

Saved on

compared with

New Version Current

changes.mady.by.user Fiona Hardy

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Tip

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?

Expand
titleNo

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

Expand
titleYes

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

  • Click the icon below (then click Download) to access and download a simple test application

View file
namePhone.zip

  • 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

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

To carry out this 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

d. Outbound test

Info

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

Ensure you have carried out all checks above before contacting the Service Desk

Filter by label (Content by label)
showLabelsfalse
max5
spacescom.atlassian.confluence.content.render.xhtml.model.resource.identifiers.SpaceResourceIdentifier@a45
sortmodified
showSpacefalse
reversetrue
typepage
cqllabel in ( "tapi" , "agentscript" ) and type = "page" and space = "RW"
labelsself service amend user negotiator employee details
Note

Need more assistance? No problem! Just log a ticket on the Reapit Service Desk Portal at https://reapitsupport.refined.site/ and a member of our Support Team will be happy to help

Excerpt
hiddentrue

Guidance to follow if TAPI integration in AgencyCloud with Reapit is not working as expected

...