It looks like 2012 still supports TAPI integration. I don't know how much of the TAPI features in AX are documented well or at all. Basically, each user must use Set active line device to identify which provider to use. This is done under Sales and marketing, Setup, Telephony, Phone parameters. The Cisco one should stand out. At that point, AX should dial when clicking on the icon next to any phone number. This works best when your phone numbers are stored in canonical form, i.e. 1 (xxx) yyy-zzzz in North America for example. You can test if the TAPI driver is setup correctly by dialing from Outlook also. To have AX react to inbound calls, you must change your user options, i.e. Tools, Options, General pane, Miscellaneous fast tab, and check the Activate answer checkbox under the Telephony field group. In my experience, the TAPI integration is flaky. The same form will open multiple times, and it will get confused, and phone systems can sometimes produce events in an odd sequence or skip events at odd times. Some development definitely required to make this work smoothly. If you're trying to use TAPI on a terminal server, you'll need Third Party drivers. That doesn't mean you need drivers written by someone other than Cisco. Third Party in this context means a special driver that allows all line devices to be available to users.
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