TAPIMaster® 3.2.0 User's Guide


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All telephony functions stop working

First check whether all users are affected or just one. If the software stops working everywhere, you should use the Line Watcher to check on the server if the driver is working – it is especially important that you perform this check before installing the clients. If the driver is not working (lines cannot be opened or simple functions like making a call fail), you should address your problem to the switch manufacturer.


Canonical format is wrong

The CTI software can transform telephone numbers into canonical format. Since the rules for this process differ from country to country or are not standardised, currently only German, Austrian and US-American numbers are formatted. Sometimes some programs, Microsoft Outlook for example, do not use the correct canonical format. This can cause problems when looking for the signalled telephone number in Outlook contacts. The client’s caller identification in the Outlook folders is, however, not affected. Telephone numbers are normally converted / saved by Outlook as follows:


Incoming number: 0535126226

Outlook: +49 (05351) 26226 (which is wrong)

CTI Software +49 (5351) 26226


Nonetheless you may sometimes see numbers which are apparently wrong – in this case the number +535126226, for example. The problem is easy to find. Start the Line Watcher on the CTI server machine and open a line. Then dial the line’s number including the area code – from a mobile phone, for example. The incoming call will now be displayed, together with the calling number. Take a look at the number. If this number starts with two leading zeros (e.g. 00535126226), this means that the TAPI driver is signalling the outside line prefix so that a call from the next county looks like a call from Cuba. You can correct the problem by turning off signalling of the outside line prefix in the TAPI driver (consult the switch’s manual to find out how) or simply by entering “0” in for the filter number in the “Switch settings” page of the control console. You will have to shut the server down to effect these changes. If canonical format is improperly displayed for local calls (e.g. +49 (521) 56 for local number 52156), it may be that the TAPI driver has be reinstalled since the installation of the CTI server. The administrator should in this case reconfigure the CTI server.


Names of group members are missing

You have installed the client and the names of the group members are not being signalled. Instead just the extensions are displayed in the groups list. This “problem” will correct itself in a couple of days. The server has been designed to collect the names of the group members automatically the first time they log on. This prevents the administrator having to enter hundreds of names by hand. In a few days you will see your colleagues in the group list with the names under which they log on to the network.


Server log-on fails even though the network connection is up

Make sure the user of the client has logged on to Windows with a user name. This check is a security measure.


The client can be started but does not become active

First find out if the server is running. If your colleagues’ clients are active, then the server is definitely running. Check the settings for the network in the client. The correct server name and port number must be used. The extension number configured should be the extension of your telephone. Compare the settings with those in other clients if you are unsure of the server name and port. If this all looks OK, you can use the following steps to check if your computer has a network connection to the server: open an MS-DOS window and enter “ping SERVERNAME” (you should replace SERVERNAME by the actual name of your server). If no connection is shown, ask your administrator to fix the connectivity to the server.


The caller list remains blank

Check that you have also installed the database interface. Open the control console of the CTI server. A tab “Database interface” should be visible there. Open this tab. The option “Send call records to clients” should be selected. If the database interface is missing, please install the server once again with the database interface.


How do you make a call from other applications?

The CTI software allows you to make a call from other applications (such as MS Outlook, dialing aid). To allow this, the client or other program which uses the interface must be running.

Outlook example:

Start Outlook.
Open the „Contacts“ folder.
Click with the right mouse button on a contact. A menu appears.
Select in this menu „Call Contact“. A dialog appears.
Press the button Dialing options”. A dialog appears in which you should choose “FCTI Line” from the list at the bottom before pressing OK. The call options are now configured. You do not have to repeat this procedure next time you want to call.
Click on „Start Call“.

Many programs use a Telephony Service Provider (TSP) to allow a user to start a telephone call. The CTI software provides a TSP to allow this. It gets installed along with the client.


After a minute calls are suddenly hung up

The CTI server provides a stabilization mechanism to correct certain driver problems. If certain calls are suddenly interrupted, this means the driver is signalling the wrong status information. Please then disable the stabilization mechanism.


Login fails

Check which extension the client is logging on for. The extension must exist on the server under “Extensions”. If the client cannot log on although the client’s network icon is displayed in green, this generally indicates that the extension is not present in the server settings.



Caller identification from the database fails

If the server transforms the caller number into canonical form, the numbers also have to appear in canonical form in the database. For example:







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