TAPI Troubleshooting

Check Windows dialer can start a call

First test to see if the issue is in Flexor, or with your phone systems TAPI set-up, using the built in Windows dialer to isolate where the issue is, make sure Flexor is not running. 

It can help to think about this in the same way you might troubleshoot a printer problem. Printers also have drivers that need need to be installed and configured on your PC. To isolate a printer problem you first try and print a test page from Microsoft Windows Printer Properties screen.

Type "dialer" into the Start search box of Windows or the Start Run box of XP and click on the icon to run the application (see the screen shot below). 

Search dialer

The windows Dialer should appear.

Connect using

Click on the Tools menu and select Connect Using, then check your TAPI driver is set in the Line drop down and close the Connect using window. If your TAPI driver is not listed, you need to install and configure your phone systems TAPI driver as per the phone manufacturers instructions. The screen shot below is just an example, your TAPI device will possibly include the name of the phone system or the users name or extension e.g. Avaya or John 1234.

Using line

Then enter a valid phone number in the "Number to dial" box (please make sure this is a number the phone system is capable of dialing) and press Enter, or Click on the "Dial" button. Make sure the TAPI connected phone rings and connects to the number called. In some cases the phone system maybe configured to block certain numbers such as cell / mobile phones, or premium rate numbers, so make sure that you can manually dial the number from the phone keypad first. It is best practice to test call a land line number if possible, as this rules out any problems that can occur connecting to a mobile phone.

Dialing


If you cannot make a test call from Microsoft Dialer, this indicates a problem with your TAPI set-up. Check the TAPI driver settings for your TAPI device under the Advanced tab of Phone and Modem options in Windows Control Panel. 

Phone and Modem

If your device does not appear in the the list but you have already installed your phone manufacturers TAPI driver, try clicking "Add" and see if your phone system is listed, if it is, select it and then once it has added click on "Configure". You will need the correct credentials (if required) and IP address of your phone system. If you do not have this information you will need to obtain it from your phone system supplier / maintainer. You may also need to restart your PC to enable the TAPI driver.

The screen shot below is an example of the configuration for Allworx but most TAPI drivers will have something similar. Once you have entered the information required, if your TAPI device driver has the option, click "Test Configuration".

Allworx TAPI configuration

Also check to see if the Telephony (TAPI) service under Windows Control Panel, Administrative tools, Services is set to Automatic start.

Telephony Auto Start

** Restarting your PC will also often correct problems with the underlying TAPI service. **

** Please make sure you have the latest and correct (64 or 32 bit) driver for your system from your manufacturer. **

** Make sure the PC's user profile has the correct permissions to enable and allow use of TAPI. **

If you are using Avaya IP Office please check that the credentials that have been entered within the configuration of the TAPI driver are correct (sometimes no password is required). 

If the "Switch IP Address" is definitely correct, try changing the "User Name" to the extension number of the user. If that does not work, re-enter the password for the user within the configuration of the IP Office (or blank it) using the Manager application. Then ensure that the same information is used in the configuration screen of the TAPI driver on the users PC. 

This advice can also apply to other phone systems such as Cisco.

If you still experiencing problems, try completely un-installing and re-installing your phones TAPI driver. Please follow the steps below carefully.

1) Exit all other running programs.

2) Remove the TAPI device from Windows using the "Remove" option on the Advanced tab of Phone & Modem found in Windows Control Panel.

3) Then remove the TAPI software from the PC with Windows Control Panel, Programs and Features.

4) Then reboot the PC.

5) When the PC has rebooted, first exit all other running programs, including Flexor.

6) Re-install and configure your phones TAPI software as an Administrator for the PC.

7) Then reboot the PC again.

8) Check the driver is visible and can dial using Microsoft Dialer (see the steps at the top of this page).

If you still cannot start a call using Microsoft Dialer, please contact your phone system supplier / manufacturer.

If Microsoft Dialer can start a phone call via your phone system, it indicates a configuration issue in Flexor. 

Navigate to Flexor Devices and Applications.

Devices and Applications

Select your TAPI device under Devices, Right click with your mouse and select "Delete" from the sub menu and then click "OK" to confirm. 

Then click Add New Device from the menu on the left of Flexor Devices and Applications, or right click in the empty area of Devices and select New. 

Add TAPI device

When the scan completes, select your TAPI device from the list and click Add. Your TAPI device (if it is installed correctly) should be visible here with the name of the phone system, or extension e.g. Allworx or John 123.

** Please note the screen shot below is just an example. **

Add TAPI from scan

Once you have added the TAPI device in Flexor make sure it is configured (click on this link for further instructions) then make a test call from the Flexor OnScreen by typing a number into the "Dial" field and then clicking the phone icon.

If you can make a call from Microsoft Dialer and have added and configured your TAPI phone in Flexor but cannot make a call from Flexor OnScreen or from your CRM please contact Camrivox Support.

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