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Reapit provides integration to your telephony solution in most instances - this will have to have been set up and configured before it is deployed.  This guide will help you troubleshoot the most common scenarios that we see - unfortunately, where there is an issue, in most instances it will require your IT Support / Provider to resolve as Reapit Service Desk will not be able to - this is because they are not responsible for your telephony solution.


 Are other Users using telephony integration with Reapit ?
 No
  • You will need to ask your key contact to raise a Request for telephony integration to be setup
 Yes
  • Great, so integration already setup - you may be a new user / recently setup, if so this should be a quick solution
  • If Telephony integration is enabled for your company, then you will see the following
  • If enabled you will the 'Telephone' icon
  • Right Click on this
  • If this is empty, then the integration will not work; if populated all should work
  • If empty, then select change device and select from what is presented
  • If no device is presented - follow the later troubleshooting - but this is likely an issue your IT will need to resolve


 Still not sorted ?
  • You need to contact your IT Support / Provider to resolve this
  • Reapit Service Desk cannot resolve this issue

In Bound Test:

  • Someone calls your number/extension
  • Call Direction = Inbound
  • Called ID = person calling
  • Call ID = Your extension


If the above is not as stated - contact your IT Support / Provider

Outbound Test:

  • Dial out from your desktop
  • Call Direction = Outbound
  • Caller ID = Your extension
  • Called ID = Number dialled

  • If the above steps, you are returned with no device or the fields are not populated as expected, then it will only be your IT Support / Provider that will be able to resolve the issue for you
 Completed all Steps and still an issue ?
  • Please do raise with Reapit Service Desk as it may be a configuration that we need to review; this is the exception as the configuration is normally set at your company level
  • If you have not done the checks above, the Service Desk will insist that you follow them - this is as they identify the issue 99% of the time

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