Welcome!

The Multiline TAPI service enables the integration of the NFON telephone system into the respective customer environment. The basis of the Multiline TAPI is the NFON CTI API.

Subject to change
Version 1 / 08/2025 (EN)

The possible uses of TAPI are complex and depend on the respective application scenario or the third-party software used. The suitability of NFON Multiline TAPI must be assessed for each respective use case.

The Multiline TAPI has only been tested and approved for use with one terminal per extension.

More complex usage scenarios must be assessed by the customer on their own initiative. NFON accepts no responsibility for this.

The Multiline TAPI is currently provided with the following scope of services:

To use the Multiline TAPI service, you will require CTI API access data. You can request it via email at vertrieb@nfon.com or auftragsbearbeitung@dt-standard.de.

The email must contain the following information:

• K account

• Approximate number of extensions in the K account

• Completed declaration of consent (Template declaration of consent)

• Customer contact email address

• Partner email address

The Multiline TAPI is installed on the same central server on which your CRM system is running (see Multiline TSP Setup) or with which the CRM can communicate. This TAPI interface acts as middleware between the PBX and the operating system and provides standardised TAPI lines.

Via the TAPI server, the TAPI drivers provide an overview of all available extensions or exchange lines that are provided via the PBX.

The server-based CRM system is connected to the Multiline TAPI server via a TAPI-capable integration (e.g. a corresponding CRM module or plug-in). The connection is usually made via a local or network accessible TAPI provider. The CRM registers with the TAPI server and receives access to the available lines.

Within the CRM system, the TAPI lines are assigned to the respective users, workstations or roles. This is typically done via the CRM administration interface, where the lines provided by the TAPI server are displayed.

The configuration usually includes:

• Assignment of TAPI lines to CRM users

• Definition of call events (e.g. pop-ups for incoming calls)

• Configuration of dialling rules and trunk codes

• Logging and analysing call data (e.g. in the customer contact history).

After successful configuration, the CRM system communicates with the TAPI server in real time. Incoming and outgoing calls are recognised and processed in the CRM. This enables, among other things:

• Automatic opening of the customer data record for incoming calls

• Click-to-dial functionality from the CRM

• Call history and assignment of telephone activities to customers.

As the TAPI lines are managed centrally on the server, no local TAPI installation is required on the client workstations. This simplifies maintenance and increases the stability of the solution in the corporate environment.

In modern IT architectures, a combination of centrally managed multi-line TAPI and a locally installed CRM system is quite common. The aim is to give the CRM access to central telephony functions via the local TAPI interface – without a direct physical connection to the PBX.

• Centralised provisioning: The TAPI server manages all lines centrally. These lines are assigned to the PBX via the Multiline TSP.

• Remote connection: On the client, tcmsetup is used to register the TAPI server as the source for lines. The assigned line then appears in the local TAPI dialogue.

• CRM integration: The local CRM accesses the line via the TAPI interface. Functions such as caller identification, dialling by click (click-to-dial), logging and call windows are available.

A server application can be connected via TAPI for multiple clients. To do this, multiple instances of the NFON third-party Multiline TSP are run on the CRM system server.

Each instance communicates with a customer NFON system. The CRM system has access to all instances and thus to TAPI lines of all customers. The CRM system distributes call-related information to the appropriate clients.

The CRM clients themselves do not use TAPI. Instead, they are informed of incoming calls via the CRM system. When a client initiates an outgoing call, it informs the CRM system, which triggers the dialling via TAPI.

An integrated authorisation management system ensures that the clients of one customer do not have access to the lines of any other customer.

As this feature is currently in beta, we are happy to assist with testing. Please send enquiries to integration@nfon.com.

To create multiple instances of the NFON Multiline TSP:

1. Install TSP.

2. Download the verpatch.exe tool.

3. Copy the files below to a working folder:
   • verpatch.exe
   • C:\Program Files (x86)\NFON\NFON TAPI\Tools\CreateInstance.bat

4. Open the command line window as administrator.

5. Switch to the working folder.
   Please note that the script also works without administrator rights, but the created TSP instance must then be copied manually to C:\Windows\System32.

6. Execute the script as follows:
   1. Call: CreateInstance.bat
   2. Enter the desired tenant name, e.g. K6732
   3. If the file C:\Windows\System32\NFONTSP.TSP is missing, you will be asked for the source TSP file.
   ⇒ The new instance is created and, when executed as administrator, automatically copied to C:\Windows\System32.

7. Open the provider list (Windows Phone and Modem options).

8. Select Add.

9. Select a new instance (NFON third-party TAPI <instance name>).

10. Configure a new instance.
    Please note that
    • The access data (K account, API password) is stored in the telephone and modem options.
    • Each instance connects to its own NFON system.

Now all configured TSP instances and associated TAPI lines are available to the CRM system (e.g. from C4B).

The following configuration is required for communication between the TAPI server and TAPI client.

Rule name Protocol Port(s) Destination Purpose:

• Allow RPC Endpoint Mapper TCP 135 Telephony Server IP RPC Service Discovery

• Allow SMB TCP 445 Telephony Server IP access to named pipes, files

• Allow RPC Dynamic Ports TCP 49152-65535 Telephony Server IP RPC communication to TAPI services

Rule name Protocol Port(s) Source Purpose:

• Allow RPC Endpoint Mapper TCP 135 Client Subnet IPs RPC Service Discovery

• Allow SMB TCP 445 Client Subnet IPs access to named pipes, files

• Allow RPC Dynamic Ports TCP 49152-65535 Client Subnet IPs RPC communication to TAPI services

Rule Name Protocol Port(s) Destination Domain Controller IP(s) Purpose

• Allow LDAP TCP 389 Domain Controller IP(s) Active Directory queries

• Allow LDAP UDP 389 Domain Controller IP(s) LDAP Discovery (optional)

• Allow Kerberos TCP 88 Domain Controller IP(s) authentication

• Allow DNS UDP/TCP 53 DNS Server IP(s) Name resolution

• Allow SMB TCP 445 Domain Controller IP(s) domain-related file and named pipe access

1. Download NFONTAPI.msi.

2. Double-click NFONTAPI.msi to start the installation.

In the TSP configuration, you can set the format in which the telephone numbers are to be signalled in TAPI events (see previous section).

This not only determines how, for example, the caller number of an incoming call is displayed in the TAPI application, but also ensures that a TAPI application, such as a CRM system, finds the right contact for the calling phone number in its contact database.

The TSP offers four variants to choose from:

• International
  The numbers are signalled as a complete international number with country code and plus sign. For example:
  Semperoper Dresden: +49303514911705
  Sydney Opera House: +61292507111

• International without plus sign
  The numbers are signalled as a complete international number with country code but without plus sign. For example:
  Semperoper Dresden: 49303514911705
  Sydney Opera House: 61292507111

• Phone book format
  Numbers in your own country are signalled as long-distance numbers with a long-distance prefix, international numbers as international numbers with an international prefix. The selection of this format requires a correct location configuration in the Windows dialling rules (see below).
  Examples for users in Germany:
  Semperoper Dresden: 0303514911705
  Sydney Opera House: 0061292507111

• Phone book format, international
  The numbers are signalled as international numbers with an international dialling code. The selection of this format requires a correct location configuration in the Windows dialling rules (see below).
  Examples for users in a country with international dialling code 00:
  Semperoper Dresden: 0049303514911705
  Sydney Opera House: 0061292507111

Windows server operating systems can distribute the TAPI lines of the NFON Multiline TSP to individual clients of a Windows domain.

TAPI applications on the clients can then access the TAPI line(s) assigned to the respective client.

The user is assigned to the TAPI line on the server. This can be done via a graphical user interface (tapimgmt.msc) or with the help of an XML interface.

To be able to use TAPI on the client, you need to extablish a connection to the TAPI server. Activation is carried out with tcmsetup as described in the Microsoft documentation at https://learn.microsoft.com/de-de/windows-server/administration/windows-commands/tcmsetup.