The extensions that need to be monitored and controlled, need to be in a class
of service that has been configured to allow TAPI Monitoring and TAPI Control.
In the Configuration of the system ( System Administration ) under Class of
Service assignment, the HCI/CTI/TAPI Call Control and Monitoring Allowed must
both be set to Yes.
Ensure that all Class of Service setup is correct before trying to use the
TAPI/CTI facilities, since it will not work correctly if not setup.