Setting-up & using TAPI

Owned by Fiona Hardy, created
Last updated: Jan 05, 2022
3 min read

This guide has been reviewed against our global client base and classed as relevant to all regions

Telephony Application Programming Interface, or TAPI, is a piece of software allowing telephone integration with certain software types, Reapit AgencyCloud being one of them

When a TAPI phone system is used with AgencyCloud and a known contact or company makes a call to the office, their details will pop-up on screen - calls to contacts and companies can also be made from the Reapit application

This guide outlines how to receive/make calls with TAPI enabled

TAPI first needs to be enabled by Reapit Support or your local IT support

If TAPI has been enabled on your system but isn't working, see later section of this guide titled:
Setting up TAPI

1. Receiving a call

When AgencyCloud is running and you receive a call...

  • A pop-up notification will be displayed to the top left of the screen

  • This notification will display:

    • Caller number
      Where available 

    • Caller name
      A name will be displayed when the number is stored on a contact record
      If more than one contact has the number entered into their record, an option to view a list of matching contacts will be offered in the notification

  • Click the notification to view the caller's contact record
    This allows you to be fully informed of who is calling when you take the call, while offering a shortcut to their records

  • Use the Activity section (bottom left panel) for quick links to the caller's linked role records
    e.g. applicant or property record

 

2. Making a call

Where a number is stored and a telephone icon shown beside it, a call can be made from within Reapit AgencyCloud

  • Click the telephone icon

  • Select Dial number

    A message will be displayed on screen saying: Dialling number
    Please pick up handset

  • The call will be connected to your device (e.g. phone, headset) and dial tone will be heard

    The Manual Journal Entry screen will be displayed

     

  • Enter Telephone/Contact journal entry and click Accept

    Where applicable, the note will be shown on the Activity Feed for the record you are in and you will be prompted to update the last call date

 

Setting up TAPI

If TAPI isn't working in AgencyCloud - and has been enabled via Reapit Support or your local IT support - check the guidelines below

If it still isn't working, refer to this guide: Troubleshooting telephony integration (TAPI) in AgencyCloud

1. Access phone setup

From the main menu:

  • Click user name/office (top left)

  • Click Administration and select Phone Setup

    The screen shown in step 2 will be displayed

 

2. Check device

This screen should show your device, usually only one option should be listed

If multiple options are available, contact your local telephone or IT Support to determine the correct one

  • Select the correct device and click Accept

    TAPI is now set-up for use with Reapit AgencyCloud

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