Troubleshooting telephony integration (TAPI)

Owned by Fiona Hardy
Last updated: Nov 01, 2023 by Fiona Hardy
3 min read

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

TAPI functionality should work if the Dialler application (shown in steps 3c & 3d below) works
on your PC

This guide will help you troubleshoot the most common scenarios

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?

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

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

  • 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

  • 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

  • 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

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