A system that is has it's flaws but can be a great product if worked on.
Updated August 19, 2015

A system that is has it's flaws but can be a great product if worked on.

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Fonality

We have been using within my company for the past 5 years and throughout that time the service as well as Fonality's phone server have been unreliable to say the least. We currently us it throughout our whole organization for both incoming and outgoing call's, Roughly 2,000+ calls made a day.

One major thing I have noticed is that the CPU load on the server itself can become overloaded very easily and can occasionally cause poor quality during calls or having the phone system fail over all ( Which I then have to log in and restart the server ). My other problem with the service is that their control panel calling it slow and sluggish is an understatement. Pages take almost a minute to load even during early mornings, This makes me dread having to make any changes to this particular system.
  • The ability to make tree structures for routing your calls is very intuitive. Auto-routing is a breeze and anyone can learn it fairly quickly. Also having the ability to upload your own hold music playlist is great.
  • Customer service are friendly and you receive top notch service.
  • User management is simply laid out and has more than enough functionality out of the box to satisfy any admin.
  • Even though you are an admin and have access to the control panel, you really do not have full control of the server. So calls once and awhile to customer service will be needed.
  • Admin control panel page takes forever to load. Any changes that need to be made every click takes about a minute to load.
  • The Web interface for the control panel can use a but of an update.
  • The digital phone system tied with this has also helped us save on having to purchase physical desk phones. But the ability to have a mixture of both soft phones and desk phones is great.
if you are in a constantly changing environment and need to make constant changes this will be a nightmare for you. Out of all of the systems I look over this is the one I dread having to log into.

But on the other hand, If you are in an organization that doesn't have many users, Fonality's ease of use will be a great " set it and forget it " product.

Using Fonality

Because of all of the issues we are having, our company is switching to InContact. We can use all of our current Centurylink numbers and also have the mixture of having both soft phones and desk phones. Most importantly we are able to have each call saved to a .wav format (for review and audit purposes )which Fonality does not offer.

Fonality Training

Using Fonality

When the system works it is wonderful. But I feel the sluggish UI and web interface really kill most of what is good about this product. Other than that the system works like a charm and is very easy to learn the administrative portion of the platform.
Relatively simple
Easy to use
Well integrated
Quick to learn
Feel confident using
Requires technical support
  • Adding users and user management.
  • Call Routing setup
  • Call tree structure setup.
  • Web control panel.
  • Diagnosing breaks when something goes wrong.
  • lack of config alerts.