Satisified Fonality Customer

We are using it as the main phone system in a firm where I act as sales manager - separate from my LinkedIn profile mentioning my electric bike company - a side job.

Anyway, we've had fonality for 2 years and the features are robust, call quality is excellent, and in general the system is functioning properly. The only real issue is with training - not that it is not provided - but for me I'm so spread thin that I literally never had time to do any of it and deduced what I know about the system through intuition....something in which I have a great deal of experience (enough to be dangerous).

For a guy with 35 years of computer experience I was able to navigate the cp14 pages quite well, and once I had even the slightest inkling what I was doing, the system performed well. I've had some issues with customer service, probably mostly because I'm dumb, but we've also had some slight issues with the system that have caused me to make the call.....nothing as severe as I might make it out, but when you have ten agents sitting there doing nothing that can be an issue for someone like me who is still, even at this time, a bit of a neophyte with regard to the system. I would certainly be happy to recommend this system to businesses with far more employees, and I've worked for a few of them as well (Like AOL and Computershare), and for that setting it most certainly looks like something that delivers features I've not seen at companies at a larger scale...it would be easy for me to act as a salesman for the service to large companies with over 1000 employees....but again there's a learning curve.

My only complaints are with regard to the HUDweb - and we are only using the online version and not the software.....I do wish the notifications could appears somewhere else on the screen and not directly above the list of extensions as this truly interferes with the click and drag transfer feature, and you can't really use the feature at all until you clear the notifications, and that part of the interface is jumpy and jerky and irritating - especially when you have a huge, impatient client on the horn and you have to get that call upstairs fast - then you pretty much get very angry. Of course there are workarounds here, but there should not need to be on a webpage with all that free space that's also popping up notifications in the lower right hand of the screen.
I do wish the hudweb would recognize the change of the usb dongle for the headset as well: currently, when my guys remove the usb, they may have to restart the browser or even reboot - and I suspect the problem here might even be associated with the soundcard, and not the HUD. I would download the software and install on all the computers, but honestly, I simply don't have the time for that.

Otherwise, it works just fine. We're dialing into a power dialer for prospecting purposes, so that power dialer actually does the calling for us, and the fonality connection is then continuous for literally hours and only in rare situations does it disconnect. That's awesome, and I'm not even sure that regular hardwire phones would be as good in this role where I am making 30 calls a day that are all three hours in length...or something similar.

With respect to the cp14 side of the system, making changes there is good too, and I have an agent working remotely at home, with a yealink phone there with him, and not only is that working just fine 75 miles or so from this location, it also allows me to peep in on my guy to an extent and see if he's actually doing something or playing video games instead. I think my primary recommendation is this: "In order to install fonality, your system administrator must first attend our online simplified quick start training sessions, after which the system will become active, and your admin will be armed with the information he or she needs to launch the system perfectly from day one."

Remember not all of your clients went to 'telephone university'.....but even in that situation the system responds well to the intuitive and disciplined.

Let me give an additional shout out to your customer service team in the philippines, and GRACE in particular, who was instrumental in getting us working reliably with our dialer integration and remote office.

We also have experience with other providers and recently dumped something called Zoiper, which was the single worst thing ever and made the smoke pour from my ears at least twice a day.

Were I looking to expand my users and clients I would simplify things to the greatest extent I could, making features 'opt-in' and then trusting the admins themselves to deploy on site instead of hitting people with a lot of stuff that they don't necessarily need....but that's a little thing really. I'm not even sure what I'd say to opt out of as a default.