Supported Telephone Systems
This section provides a list of telephone systems compatible with intelli-CTi.
If your telephone system (or variation of system) is not listed then please enquire for compatibility.
See this article for further information on our telephone system compatibility.
Avaya Aura Communication Manager
Status: Supported – More Information »
System Architecture
The Avaya Definity connects onto the LAN via the C-LAN interface and the MAP/D card. AES server is required that includes TSAPI protocol.
The Avaya Communication Manager connects onto the LAN via the Processor Ethernet connection (or C-LAN interface). A separate AES server (version 3 plus) is also required.
The IP address and other settings of the telephone system are set through the Telnet programming interface. Named licenses are not supported
intelli-CTi Installation Requirements
To perform an installation you will need:
The IP address of the PBX (C-LAN) and a valid username and password for the Telnet interface
The IP address of the (or AES server) and a valid username and password for the TSAPI interface
Advisories
A working AES server should be configured and tested before attempting to connect. Most problems tend to be around the area of users and their privileges.
No IVR events through CTI are received.
Technical Details
| Connection: | TSAPI / Telnet |
| Driver required: | Included |
| Firewall ports required: | To PBX – TCP: 5023 (Telnet) This is the older connection method. To TSAPI server – TCP: 450 (TSAPI) Plus additional TCP ports: 1020-1200 (TSAPI) |
| PBX Firmware version required: (for new installations) |
Avaya Definity: Release 7 Avaya Communication Manager: 8 |
| intelli-CTi Server version required: | 2.8 or later (Telephony Sub-System: 2.4.0) |
| Connection requirements: | Basic TSAPI licenses to cover the number of required extensions, plus any physical transport (ie C-LAN, AES server) as appropriate. To monitor agents you require a ACD License for the server. |
| Directory download: | Extensions, Agents, Groups |
| General notes: |
Article Link:
Avaya IP Office
Status: Supported – More Information »
System Architecture
The Avaya IP Office connects onto the LAN via the RJ45 socket on the front of the PBX. The local IP address and other network settings are set through the Manager software.
The IP Office 400 is end of life from Avaya.
intelli-CTi Installation Requirements
To perform an installation you will need the IP address of the PBX.
System password is required (This is different from the administrator password)
Monitor password is also required.
Advisories
Enable the TAPI check box in the Application control on the PBX.
Calls to groups are not shown correctly.
Handsets do not show as unplugged, (although they work again after being reconnected).
Reconnection, Following a PBX restart the QGate Connect Server will take several minutes before the PBX will allow it.
Phone function key transfers do not support CLI sending.
To receive DDI (DID) you need to configure a call Tag in the incoming call route.
Avaya Communicator – Build a physical extension and then you build a user and associate it to that extension, do not add a softphone.
Avaya Equinox softphone is not supported due to limited functionality.
Avaya call recorder is not supported, the call recording ID is not passed via TAPI.
DND 40+ exceptions crashes the old TAPI driver, this is fixed from 3.1.0.18315
Avaya Workplace softphone hasn’t been tested. If it support the full TAPI events it should work.
IP Office 400 is end of life from Avaya.
Technical Details
| Connection: | TAPI |
| Driver required: | Included |
| Firewall ports required: | UDP: 161 (SNMP) TCP: 50797 |
| PBX Firmware version required: (for new installations) |
R9, 10 , 11 have been tested. |
| intelli-CTi Server version required: | (unknown) or later (Telephony Sub-System: 2.4.0 (IPO R9 requires >2.6.10 27053 R10 & R11 requires 2.6.12) ) |
| Connection requirements: | A CTI Link Pro license is required |
| Directory download: | Extensions |
| General notes: | The unit’s security policy needs to have TAPI enabled |
Article Link:
Broadsoft Broadworks
Status: Supported – More Information »
System Architecture
The BroadWorks platform is a hosted solution normally using BroadSoft certified handsets. These handsets typically provide a full range of functionality (ie Answer, Hold, etc.) The QGate Connect Server makes a direct connection to the BroadWorks XSP server.
intelli-CTi Installation Requirements
The QGate Connect Server connects to the BroadWorks XSP server. When connecting using HTTP or HTTPS please ensure that the name entered for the XSP server starts with HTTP:// or HTTPS://. To control all lines in the BroadWorks Enterprise or Group an Administrator account must be entered.
Advisories
The connection is vulnerable to changes in password. Please remember to change the configured password if it changes.
Compatible Cisco Phones:
7811,7861, 8811, 8841, 8851
Technical Details
| Connection: | Proprietary (XSI-CTI) (XSI-TLS) (XSI-HTTP/S) |
| Driver required: | None |
| Firewall ports required: | TCP: XSI-CTI = 8011 XSI-TLS = 8011 XSI – HTTP = 80 XSI – HTTPS = 443 Additional connection type – only required in some instances. OCI-P OCI-P (Secure) These would normally be intrinsically open. If there is a firewall issue, it is more likely to be a restriction to ‘known IP addresses only’. |
| PBX Firmware version required: (for new installations) |
|
| intelli-CTi Server version required: | 3.0.1 or later (Telephony Sub-System: 2.5.25) |
| Connection requirements: | Please contact use for details. |
| Directory download: | Extensions |
| General notes: | The BroadWorks Service Provider may need to contacted for provide details for the XSP administrator account and to confirm the preferred connection protocol. |
Article Link:
Cisco Unified Call Manager
Status: Supported – More Information »
System Architecture
The Cisco Unified Communications Manager (Call Manager) runs on PC-based platform. It is configured through the HTML-based programming interface.
intelli-CTi Installation Requirements
To perform an installation you will need to install the relevant version of the Cisco TAPI driver and configure it correctly. QGate Connect Server will use this driver to connect to the telephone system.
Advisories
Users extension number on multiple devices is not supported – 1 extension number connected to 1 device only.
Jabber softphone hasn’t been tested but is known to have Cisco TAPI support.
Supported up to 4000 calls per hour.
*Call ID is not retained on call transfers
*Multiple lines – CUG _ Closed user groups, not supported, please uncheck “Allow Control of Device from CTI” on the DN.
New extensions added on the UCM for CTI monitoring will not automatically download, the Telephony will need a restart, or you can add them manulally.
Cisco – UCCX is not supported.
Technical Details
| Connection: | Tapi |
| Driver required: | Not included |
| Firewall ports required: | TCP: 2748 |
| PBX Firmware version required: (for new installations) |
|
| intelli-CTi Server version required: | 2.8 or later (Telephony Sub-System: 2.4.0) |
| Connection requirements: | The Cisco TAPI driver for the correct version of Call Manager must be installed manually first. |
| Directory download: | Extensions |
| General notes: | The TAPI driver requires that a user to be configured on the Call Manager that can control all relevant extensions. |
Article Link:
Ericsson LG IPECS UCP
Status: Supported – More Information »
System Architecture
The UCP connects to the LAN via the network socket on the main unit. The local IP address and other network settings are set through programming. Programming is performed using the HTML interface.
IPECS CM / UCM are not supported.
intelli-CTi Installation Requirements
To perform an installation you will need the IP address of the PBX. You will also require a TAPI License on the PBX.
The phone system needs to be on the same subnet as the QGate Connect Server, and preferably connected to the same switch.
Having multiple network adapters on the QGate Connect Server can prevent us from connecting to the phone system.
Advisories
You need to add the IP address of the QGate Connect Server on the PBX >System data – System Attributes 160-161 Enter the IP in CTI IP (52)
In the event that connection cannot be made to the LG telephone system, no error message is provided. Check all values (in particular IP address of PBX and Tapi license) and try again.
To check if a TAPI license is on the PBX, press Trans/PGM and then press 78 (7* on the iPECS). If a digits “2” appears in the second line of the display (ie .2…6..9….) then you have the license.
Do not install ELG TAPI driver (not required), this will cause issues. TAPI license is required only,
Call ID is not retained on transfer.
Call waiting TAPI limitation: you have to answer the 2nd call on the handset, the call messages are not received until it’s answered.
PBX=4.0.33 for SIP Trunks, fix for remote hang up and QGate Connect Server not clearing the call.
IPECS vUCP hasn’t been tested for TAPI support.
UCS softphone has not been tested and ELG do not recommended this to be used with TAPI events.
Technical Details
| Connection: | Tapi |
| Driver required: | Included |
| Firewall ports required: | UCP – UDP: 5588 |
| PBX Firmware version required: (for new installations) |
PBX 4.0.33 tested |
| intelli-CTi Server version required: | 3.0.4 or later (Telephony Sub-System: 2.5.30) |
| Connection requirements: | 3rd Party TAPI license Do not install ELG TAPI driver (not required) |
| Directory download: | Extensions |
| General notes: |
Article Link:
Evolve IP (Broadsoft)
Status: Supported – More Information »
System Architecture
The Vonage platform is a hosted solution which can be used with compatible handsets. These handsets typically provide a full range of functionality (ie Answer, Hold, etc.) intelli-CTi connects via the Go Integrator application.
intelli-CTi Installation Requirements
Go Integrator client install (and DB/CRM Subscription) is required from your telephone provider.
Advisories
Technical Details
| Connection: | Proprietary |
| Driver required: | None |
| Firewall ports required: | N/A |
| PBX Firmware version required: (for new installations) |
N/A |
| intelli-CTi Server version required: | (unknown) or later (Telephony Sub-System: ) |
| Connection requirements: | |
| Directory download: | N/A |
| General notes: |
Article Link:
Gamma (Broadsoft)
Status: Supported – More Information »
System Architecture
The Gamma platform is a hosted solution which can be used with compatible handsets. These handsets typically provide a full range of functionality (ie Answer, Hold, etc.) intelli-CTi connects via the Horizon Integrator application.
intelli-CTi Installation Requirements
Horizon Integrator client install (and Integrator CRM Subscription) is required from your telephone provider.
Advisories
Technical Details
| Connection: | Proprietary |
| Driver required: | None |
| Firewall ports required: | N/A |
| PBX Firmware version required: (for new installations) |
N/A |
| intelli-CTi Server version required: | (unknown) or later (Telephony Sub-System: ) |
| Connection requirements: | |
| Directory download: | N/A |
| General notes: |
Article Link:
Microsoft Skype for Business
Status: Limited Support – More Information »
System Architecture
The Skype for Business platform is a hosted solution which can be used with compatible handsets. These handsets typically provide a full range of functionality (ie Answer, Hold, etc.) intelli-CTi makes a direct connection to the Skype for Business desktop client.
Limited Support
NOTE: This telephone system is not fully supported.
For more info, please refer to our article: Limited support & what it means for you.
intelli-CTi Installation Requirements
Skype for Business client install is required.
Advisories
Technical Details
| Connection: | Proprietary |
| Driver required: | None |
| Firewall ports required: | N/A |
| PBX Firmware version required: (for new installations) |
N/A |
| intelli-CTi Server version required: | (unknown) or later (Telephony Sub-System: ) |
| Connection requirements: | Skype for Business client must be run BEFORE intelli‑CTi |
| Directory download: | N/A |
| General notes: |
Article Link:
Mitel MiVoice Business
Status: Supported – More Information »
System Architecture
The MiVoice Business connects onto the LAN via the RJ45 socket on the front of the PBX. The local IP address and other network settings are set through the HTML-based programming interface.
Deployment Flexibility: Distributed, centralized, and public cloud, virtual deployment though VMware is also available.
intelli-CTi Installation Requirements
To perform an installation you will need the IP address of the PBX and independent user account – user name and password
PLEASE NOTE:
For QGate Connect Server 2.6.11 and below you will need the SYSTEM username and password.
For QGate Connect Server 2.6.12 and above you will need the HTML logins.
Version 9 > CTI Application Authentication feature in the Shared System settings needs to be disabled.
Advisories
Connections to multi-nodes within a cluster is supported 3.0.x QGate Connect Server and above.
Handsets 69XX need QGate Connect Server V3.0.x or above.
Handset 5634 Wifi has not been tested.
The Attendant Console and the 5550 console are not supported as they cannot be monitored. Handsets without speakerphones (including 5001, 5005, 5201, 5207, analog) do not provide a full range of handset control.
A MiTAI CTI license is required but not directly available for purchase from Mitel. Instead Mitel collect a royalty payment for any registered application connecting to the Mitel MiVoice Business (aka 3300/MCD) telephone system using the MiTAI interface. This payment is collected and submitted to Mitel by the approved MSA partner for the registered application (us in this case). Please contact us directly to obtain pricing and further details.
NOTE: The published purchase price for our products supporting MiTAI does not include the royalty charge. This is itemized as a separate required charge for all our customer and partners purchasing MiTAI-enabled solutions.
Technical Details
| Connection: | Proprietary (MiTAI), HTTP |
| Driver required: | Included |
| Firewall ports required: | ICMP Ping MITAI – 5320 TCP: 8000 and 8001 |
| PBX Firmware version required: (for new installations) |
|
| intelli-CTi Server version required: | (unknown) or later (Telephony Sub-System: MCD V6 and V7 are no longer supported in V3.1 – Version ‘8’ requires 2.6.10 17062> Version ‘9’ requires 3.1.0.18274> 9.1 requires 3.2.0.18438 > ) |
| Connection requirements: | MiTAI server (royalty) Multi-node Cluster = Each additional node requires a “PBX” (Site) license A “PXP” (PBX Plus) license for each Resilient PBX/Node. |
| Directory download: | Extensions, Agents, Trunks |
| General notes: | A license is required for to be purchased for continued use of the MiTAI interface |
Article Link:
Mitel MiVoice Office 250
Status: Limited Support – More Information »
System Architecture
Previously called Mitel CS-5000. The Office 250 connects to the LAN via the network interface. QGate Connect Server uses OAI protocol to communicate over a TCP connection, either directly to the PBX or through Mitel’s CT Gateway application.
Limited Support
NOTE: This telephone system is not fully supported.
For more info, please refer to our article: Limited support & what it means for you.
intelli-CTi Installation Requirements
To perform an installation you will need to know the IP address and port number of the PBX or CT Gateway server. You will also need to know the system OAI password.
Advisories
69xx handsets are not supported. They don’t connect directly to the Office 250 and we only get monitor from the OAI /CTI connection.
Technical Details
| Connection: | Sufficient OAI resources for Monitor and Call Control |
| Driver required: | None |
| Firewall ports required: | TCP: 4000 or 4001 |
| PBX Firmware version required: (for new installations) |
|
| intelli-CTi Server version required: | 4.2.1 or later (Telephony Sub-System: 3.1.0.18315) |
| Connection requirements: | Sufficient OAI resources for Monitor and Call Control. Handsets that are supported need to be monitored and controllable using OAI†|
| Directory download: | Extensions, Agents, Trunks |
| General notes: |
Article Link:
NEC SL2100
Status: Supported – More Information »
System Architecture
The NEC SL2100 connects directly onto the LAN through the connector on the CPU card. The local IP address and other network settings are set through either the Administration program or the HTML-based programming interface. A reboot of the PBX is required to implement a change to the LAN configuration.
intelli-CTi Installation Requirements
To perform an installation you will need the IP address of the PBX.
Advisories
Only one application can connect to the TAPI interface at a time. If another computer is connected, then the connection will fail.
Technical Details
| Connection: | TAPI |
| Driver required: | Included |
| Firewall ports required: | TCP: 8181 (default) |
| PBX Firmware version required: (for new installations) |
|
| intelli-CTi Server version required: | 4.1.0 or later (Telephony Sub-System: 2.6.12) |
| Connection requirements: | 3rd Party TAPI license (BE111780 – 3rd Party CTI [0112]) |
| Directory download: | |
| General notes: | A 60 day trial TAPI license may be available |
Article Link:
NEC SV9100
Status: Supported – More Information »
System Architecture
The NEC SV9100 connects directly onto the LAN through the connector on the CPU card. The local IP address and other network settings are set through either the Administration program or the HTML-based programming interface.
intelli-CTi Installation Requirements
To perform an installation you will need the IP address of the PBX.
Advisories
Only one application can connect to the TAPI interface at a time. If another computer is connected, then the connection will fail.
SP310 softphones have not been fully tested but should provide some call control. Only 1 device supported.
If using hotdesking enable CTI Override Mode in Prg 15-05-39
Technical Details
| Connection: | TAPI |
| Driver required: | Included |
| Firewall ports required: | TCP: 8181 (default) |
| PBX Firmware version required: (for new installations) |
Version 7 tested |
| intelli-CTi Server version required: | 3.0.4 or later (Telephony Sub-System: 2.5.32) |
| Connection requirements: | 3rd Party TAPI license |
| Directory download: | Extensions, Trunks |
| General notes: | A 60 day trial TAPI license may be available |
Article Link:
Nextiva (Broadsoft)
Status: Supported – More Information »
System Architecture
The Nextiva platform is a hosted solution which can be used with compatible handsets. These handsets typically provide a full range of functionality (ie Answer, Hold, etc.) intelli-CTi connects via the Go Integrator application.
intelli-CTi Installation Requirements
Go Integrator client install (and DB Subscription) is required from your telephone provider.
Advisories
Technical Details
| Connection: | Proprietary |
| Driver required: | None |
| Firewall ports required: | N/A |
| PBX Firmware version required: (for new installations) |
N/A |
| intelli-CTi Server version required: | (unknown) or later (Telephony Sub-System: ) |
| Connection requirements: | |
| Directory download: | N/A |
| General notes: |
Article Link:
Panasonic KX-NS
Status: Supported – More Information »
System Architecture
The Panasonic connects to the LAN via the RJ45 socket on the main unit. The local IP address and other network settings are set through programming over HTTP.
intelli-CTi Installation Requirements
To perform an installation you will need the IP address of the PBX.
Advisories
Only one CTI application can be connected directly at a time to the Panasonic. To connect more than one CTI application the Panasonic Multiplexer (MUX) is required. This is licensed separately.
QGate Connect Server detects “connected” handsets to prevent downloading too many devices. If unconnected devices are required they can be added manually.
Presently, there is a problem with using CTI with UT handsets. Retrieve (unhold) doesn’t work. It needs to be done manually. UT models should be via uaCSTA.
KX-NT series handsets have the best supported CTI features.
KX-DTxx handsets are supported, these are wired direct connection digital handsets.
**HDV- series handsets have limited functionality and only work with uaCSTA
KX-UT series handsets have limited functionality and only work with uaCSTA
KX-UT670 handsets are not supported
DECT handsets do not support Answer from the QGate Connect Server Example: KX-TCA285
Conference call is not available from the client using Softphone or controlling a handset.
The information presented on this page is based on testing with manufacturer handsets that are fully compatible with the PBX CTI Interface. For clarity KX-HDV handsets are not fully compatible unless operated in uaCSTA mode – see uaCSTA PBX type for more information
*KX-NT680 & NT630 are supported, but have not been lab tested.
Technical Details
| Connection: | CSTA |
| Driver required: | Included |
| Firewall ports required: | TCP: 33333 and MUX 33332 |
| PBX Firmware version required: (for new installations) |
NS500: NS700: NS1000: |
| intelli-CTi Server version required: | 2.8 or later (Telephony Sub-System: 2.4.0) |
| Connection requirements: | CTI Activation Key is required (KX-NSF101) |
| Directory download: | Extensions |
| General notes: | A trial CTI license can be used for 60 days |
Article Link:
Peace Communications (Broadsoft)
Status: Supported – More Information »
System Architecture
The Peace Communications platform is a hosted solution which can be used with compatible handsets. These handsets typically provide a full range of functionality (ie Answer, Hold, etc.) intelli-CTi connects via the Go Integrator application.
intelli-CTi Installation Requirements
Go Integrator client install (and DB/CRM Subscription) is required from your telephone provider.
Advisories
Technical Details
| Connection: | Proprietary |
| Driver required: | None |
| Firewall ports required: | N/A |
| PBX Firmware version required: (for new installations) |
N/A |
| intelli-CTi Server version required: | (unknown) or later (Telephony Sub-System: ) |
| Connection requirements: | |
| Directory download: | N/A |
| General notes: |
Article Link:
RingCentral
Status: Supported – More Information »
System Architecture
The RingCentral platform is a hosted solution which can be used with compatible handsets. These handsets typically provide a full range of functionality (ie Answer, Hold, etc.) intelli-CTi makes a direct connection to the RingCentral platform.
intelli-CTi Installation Requirements
RingCentral “Phone” client software is required.
Advisories
The current RingCentral integration does not yet support “Answer” function (due to RingCentral limitations)
Technical Details
| Connection: | Proprietary |
| Driver required: | None |
| Firewall ports required: | N/A |
| PBX Firmware version required: (for new installations) |
N/A |
| intelli-CTi Server version required: | (unknown) or later (Telephony Sub-System: ) |
| Connection requirements: | |
| Directory download: | N/A |
| General notes: |
Article Link:
TDS Metro/Comm (Broadsoft)
Status: Supported – More Information »
System Architecture
The TDS platform is a hosted solution which can be used with compatible handsets. These handsets typically provide a full range of functionality (ie Answer, Hold, etc.) intelli-CTi connects via the Go Integrator application.
intelli-CTi Installation Requirements
Go Integrator client install (and DB/CRM Subscription) is required from your telephone provider.
Advisories
Technical Details
| Connection: | Proprietary |
| Driver required: | None |
| Firewall ports required: | N/A |
| PBX Firmware version required: (for new installations) |
N/A |
| intelli-CTi Server version required: | (unknown) or later (Telephony Sub-System: ) |
| Connection requirements: | |
| Directory download: | N/A |
| General notes: |
Article Link:
TPx (Broadsoft)
Status: Supported – More Information »
System Architecture
The TPx platform is a hosted solution which can be used with compatible handsets. These handsets typically provide a full range of functionality (ie Answer, Hold, etc.) intelli-CTi connects via the UCx Integrator application.
intelli-CTi Installation Requirements
UCx Integrator client install (and DB/CRM Subscription) is required from your telephone provider.
Advisories
Technical Details
| Connection: | Proprietary |
| Driver required: | None |
| Firewall ports required: | N/A |
| PBX Firmware version required: (for new installations) |
N/A |
| intelli-CTi Server version required: | (unknown) or later (Telephony Sub-System: ) |
| Connection requirements: | |
| Directory download: | N/A |
| General notes: |
Article Link:
Unify OpenScape Business
Status: Supported – More Information »
System Architecture
Configuration of the telephone system is performed the HTML interface.
intelli-CTi Installation Requirements
To perform an installation you will need: 1) IP address of the telephone system, 2) the IP address of the CSTA server (if different), 3) the CSTA username and password, 4) the range of trunk numbers.
For directory download, SNMP should be configured to provide access for the UC Server PC’s IP address to Read Communities ‘public’ community name. (on the PBX > Expert > Maintenance > SNMP >
Advisories
Internal hold IS supported (unlike 3000 series).
Call direction and/or dialed number may be wrong in some call pickup scenarios.
Handsets are not detected as offline if unplugged
Add trunks through configuration.
Internal consult transfer calls do not update the extension numbers.
Technical Details
| Connection: | CSTA Phase III and SNMP |
| Driver required: | None required |
| Firewall ports required: | Main IP port 8800 |
| PBX Firmware version required: (for new installations) |
|
| intelli-CTi Server version required: | 3.0.4 or later (Telephony Sub-System: 2.5.30) |
| Connection requirements: | A Booster Ocab card is required for the hardware based OpenScape Business. If using the software based PBX this is not required. |
| Directory download: | Extensions |
| General notes: | A CSTA username and password needs to be configured. SNMP needs to be enabled for the server’s IP address. |
Article Link:
Vonage (Broadsoft)
Status: Supported – More Information »
System Architecture
The Vonage platform is a hosted solution which can be used with compatible handsets. These handsets typically provide a full range of functionality (ie Answer, Hold, etc.) intelli-CTi connects via the Go Integrator application.
intelli-CTi Installation Requirements
Go Integrator client install (and DB/CRM Subscription) is required from your telephone provider.
Advisories
Technical Details
| Connection: | Proprietary |
| Driver required: | None |
| Firewall ports required: | N/A |
| PBX Firmware version required: (for new installations) |
N/A |
| intelli-CTi Server version required: | (unknown) or later (Telephony Sub-System: ) |
| Connection requirements: | |
| Directory download: | N/A |
| General notes: |
Article Link:
intelli-CTi Server Compatibility Matrix
This section provides an outline of the intelli-CTi server versions with their respective telephony sub-system version. Use this matrix to establish the version of the intelli-CTi server containing the telephony sub-system required for your telephone system.
| intelli-CTi Server Version |
Telephony Sub-System (UC) Version |
|
| 4.3.0 | 3.2.0.18438 | |
| 4.2.1 | 3.1.1.18367 | |
| 4.2.0 | 3.0.13.18239 | |
| 4.1.4 | 3.0.13.18239 | |
| 4.1.0 | 3.0.13.18151 | |
| 4.0.0 | 2.6.10.17023 |