Tapir

Tapir is no longer being sold or actively developed

Tapir is an addon that shows information from Lime CRM about who is calling you.

A common use case is in customer service where the attendants receive a lot of phone calls every day and quickly need access to customer information in Lime CRM.

A brief summary of what Tapir can do for you:

• A popup window is shown when an incoming call is detected. The information displayed can be customized but will typically consist of company/person name, location and whether or not this is an existing customer or not.
• Built-in support for Lime links which makes it really easy to access records in Lime CRM.
• The contents and look of the popup window can be customized using standard web techniques. Most data from Lime CRM can be used to enhance the popup.
• Calls can be picked up or dropped directly from the popup window.

Example of the popup window:

Tapir consists of a server and a client application. The server part is a web service that is responsible for looking up records in Lime CRM (through Lime CRM Web Service) based on incoming phone number and also for rendering the contents of the popup window that the client displays. Workflow:

1. An incoming call is intercepted by the client.
2. The client displays the “incoming call” popup window which is actually just an embedded web browser.
3. The client calls the Tapir web service on the application server to render the contents of the popup window passing the phone number as a parameter.
4. The Tapir web service constructs a number of queries (for different tables, e.g. company, person, coworker) and calls Lime CRM Web Service.
5. The results are assembled and the popup window contents is rendered and sent back to the client.

The Tapir Server is implemented as a Windows service and typically runs on the Lime CRM application server machine.

The following is required for the Tapir server to work:

• Microsoft .NET Framework 4.0 (full edition)
• Lime CRM Web Service 10.6 or later enabled and configured.

During installation you will also need the following:

• Administrator privileges on the machine where Tapir server is to be installed (during installation).
• Connection details for Lime CRM Web Service (perhaps to be found in LISA):
  • Endpoint address (e.g. http://limeserver.local:1337/lime/)
  • Binding type (e.g. basic http)
• Firewall open on port 58241 (tcp).

The following is required for the Tapir client to work:

• Microsoft .NET Framework 4.0 (full edition)
• Administrator privileges on the machine where Tapir server is to be installed (during installation).

Supported phone systems:

• Microsoft Lync 2010 or 2013
• Installed TAPI 2.0 driver (32- or 64-bit are both supported but the corresponding Tapir client installation package must be used)

TAPI support has been verified with the following drivers/phone systems:

• Avaya IP Office
• Innovaphone (PBX V8.0 based TAPI Service Provider)

Tapir looks up data in Lime CRM by matching the incoming phone number with all varieties of phone number fields found in the tables that are mentioned in the view template. The search is done using exact matching which means that phone numbers must be properly formatted and stored in the Lime CRM in the international format +<country code><number>, e.g. +46462704800.

• Installation and configuration
• Customization
• Troubleshooting
• FAQ