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Check Phone System compatibility over TAPI or SIP
The goal of that blog article is to describe how to easily test whether TelephoneIntegration addon would work with customer PhoneSystem (PBX) either over TAPI or over SIP.

TelephoneIntegration Client supports SIP Client

This article outlines how to connect your phone system with TelephoneIntegration, if no TAPI driver can be found. If you cannot find a proper TAPI driver for your VoIP phone system, but his VoIP phone system is based on SIP, then you might find the SIP Client wrapper really helpful.

Requirement: TelephoneIntegration (TI) Client v 7.109 or higher


How to get the right TAPI driver

The TAPI driver is a component beyond our control, as it is provided by the phone vendor and, similar to a device driver, the TAPI driver connects a physical phone device with a windows operating system.


How to remove leading digits that are not part of the phone number

When calling over TAPI line, you sometimes need to predial a specific number to make an external call. In some cases, the TAPI driver is also passing this number to the TelephoneIntegration (TI) Client. If the TI Client Balloon then shows the PREDIAL NUMBER + REGULAR PHONE NUMBER instead of only the PHONE NUMBER. 


DTMF (DualToneMultifrequency) improved input procedure directly from your TelephoneIntegration Client balloon

This blog article outlines how to send dtmf signals directly from the TelephoneIntegration (TI) balloon, so you no longer need to do that with your telephone handset. This feature is available in version 5.56 or higher.

Examples of using dtmf functionality:

  • authentication by conference calls
  • interacting with IVR systems

That means, when you call e.g. a support telephone number, or you would like to start a conference call, you may have to enter an access password or some digital numbers. With the dtmf function, you don't need to use your telephone handset to enter your access password, but to select it direclty via the dtmf function in TelephoneIntegration.


TI client interprets outgoing calls as incoming calls
When dialling out with TI Client, an outgoing call may be interpreted as an incoming call. This happens, if the the installed TAPI driver does not deliver the DialTone event.
If the TAPI driver delivers the DialTone event, the driver interprets the call as an outgoing call. Otherwise, the driver interprets the call as an incoming call. In order to avoid the latter case, you have to set a new CRM settingskey for TelephoneIntegration.

Policy options for internal phone calls

This blog article outlines various policy options for internal phone calls.


How to start the TAPI Test Tool

This article describes the two different ways how the TAPI Test Tool can be started. 


What to do if the TAPI wrapper is not working properly

CTI 2011 TAPI wrapper needs a TAPI driver that is suitable to your Phone PBX server.

Each PBX phone-system vendor has its own TAPI driver.

Our TAPI wrapper has not an active role on the TAPI lines, it is just a passive listener to random TAPI driver events and eventually, it triggers them in case of outgoing calls, accepting the incoming offers.


CTI in a hosted environment

CTI does need the server component in a hosted environment as well, but you can launch the CTI Server setup from any Client, as long as you have a user with full access to CRM.

You need to select the hosted options on the Connection dialog.