You can start TAPI Test Tool by two ways:

• go to installation path where your TI client is installed and start PTM.TI.TAPI2CallOut.exe 

• download TAPI Test tool from www.mscrm-addons.com and run PTM.TI.TAPI2CallOut.exe

After start you must choose your TAPI line and press "Next". If your TAPI line is not seen, then check that your TAPI driver is properly installed.  

Now you must make an incoming call to your TAPI line. At best you try with an external number (from your cell phone). 

After accepting the incoming call by your TAPI phone device, end the call, press "Next" and make one outgoing call back to your cell phone. Accept the call by your phone call if ringing.

After accepting the outgoing call by your cell phone, end the call, go "Next" and Email the content of your TAPI testing to support@mscrm-addons.com.

Normally, there should be logging information by incoming and outgoing calls. If not, then you must check with your TAPI administrator that you have no lack in access/monitor rights to your TAPI line.

If the calling/called phone number is stored in CRM, then the number should be resolved to the corresponded CRM record. If the number does not resolve, then check if the number is stored in the "MSCRM-ADDONS.com CTI CallInfos" entity. For that go into Advanced Find  

where we searched the number 31668088036. By pressing Results button we must get at least one found record. In the phonenumber collumn we see the full canonical format of the number with country code.

If we did not find the number in advanced Find, then check your fields.xml setting if the number is stored in the choosen entity / searchfields.
For example ... if the number is stored in Contact entity under mobilephone field, then mobilephone field must be in fields.xml setting under <contact><searchfields>telephone1,telephone2,mobilephone,...</searchfields>

Delete the phone number in Mobile Phone field (for now we assume, that mobilephone field is in <searchfields> content and then store the number again under Mobile Phone field. Go back in Advanced Find and check the phonenumber in MSCRM-ADDONS.com CTI CallInfos entity. The number should now be stored in that entity in its full canonized form. If not, then something can be wrong with CRM Asynchronous services. Check if those services are running.

If AdvancedFind return at least one record, matching our number, then something is wrong with TI client. Check that the calling party phone number is not an internal number. If it is not, activate debugging and make one incoming or outgoing calll with that number and send us the generated log file.

Remember that shorter the log file, sonner can developer find the essential data to solve the problem. 

CTI2011 TAPI wrapper needs a TAPI driver that is suitable to your Phone PBX server. Each PBX phone-system vendor has its own TAPI driver. Out TAPI wrapper has not an active role on the tapi lines, he is just a passive listener to tapi driver events and eventually he triggers them in case of outgoing calls and accepting the incoming offers.

To make sure that you have a valid TAPI driver installed, you should be able to use it with windows dialer.exe. If you cannot use dialer.exe over your TAPI line, then CTI2011 TAPI wrapper will also not be possible.

Go to start and run telephon.cpl and add your TAPI driver and also configure it to your needs.

Then go to start and run dialer.exe . You should be able to make a successful outgoing call by using your TAPI line. Call your personal cell phone and if your cell phone rings, then the TAPI driver seems to be ok.

Install TI2011 client and during the installation activate the TAPI layer with corresponding TAPI line. If it seems that the TI2011 client is not working correctly (the call direction is not correct), please go to mscrm-addons homepage under Download section and install a free TAPI Test Tool. Although the TAPI driver seems to make an outgoing call and accept an incoming call, it can however use its special way. Start the TAPI Test tool and make a test by making first an incoming call and then an outgoing call. Please copy the content of events for each action and send it to support@mscrm-addons.com. So we will see which events are passed from TAPI driver by making an outgoing call and which event for getting an offering and accepting the call.

If you can make a succesfull outgoing call from CTI client, but not from CRM entity out, then check the IExplorer Security Options, if your CRM server is include into the Trusted Sites Zone.

If it is and it still not seems to triggers any reaction, please activate debugging, erase all existing logs and try an outgoing call from CRM entity out and send us the log file.

For an Entity or Phone Call activity to be open by incoming/outgoing phone call, first the phone number needs to be resolved.

1. Check your Behaviour settings of the CTI2011 client. Right click on tray icon and choose Settings. Are the checkboxes for opening Entity and phone call activity set for outgoing calls?

2. Check that the phone number can be resolved in your CRM http://blogs.mscrm-addons.com/post/2012/03/02/CTI-does-not-resolve-phone-number.aspx

3. Is the outgoing number as long as the Behaviour setting "minimum number digit length to enable processing" ?

4. If all this settings are correct, enable debugging, make an outgoing call from with a crm number and send us the log file, with the fields.xml file and the picture of Behaviour settings.

The CTI supports only one call at the moment. However by transferring existing calls to the third party, it can happen that some session is not correctly closed. You can compare that with a broken Lync conversation. Right click on the CTI Toolbar icon and click “Drop calls and reset” then try to make an outgoing call from the CTI client.

If the problem still exists, try to completely shut down the CTI client, shut down all left Lync / OCS conversations and open the CTI client again. If problem still exist, please contact the mscrm-addons support team (look the chapter Contact) and send the appropriate log file.

Also please check if you can make a call through your official Lync client or MOC client.

fields.xml settings are Server-side CRM settings.

On your CRM site go under Settings and then chose Extensions / MSCRM-ADDONS.com Products the item TelephoneIntegration.
Then go into SettingKeys  

and there you have the fields.xml value. Do not change it manually, except you know exactly what you do. To change this setting, use Telephone Integration Server Configuration Tool.