Troubleshooting telephony integration (TAPI)

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

Open

• 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