Nothing is perfect, but Fonality excels despite
February 17, 2017

Nothing is perfect, but Fonality excels despite

Cora Underhill | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Fonality

Fonality's phone system will be used to replace a dated Altigen hosted PBX solution that was purchased in 2005 which is the current phone system in use by the entire company for our customer service, purchasing, shipping, receiving, and administrative departments.
  • The Cloud PBX functionality makes updating the ACD remotely a breeze
  • The ability to view queues from anywhere on the globe is wonderful
  • Offering a softphone solution for offsite work, or a phoneless desk, is a great solution to a common problem: space and price
  • The Cloud PBX frequently shows configuration errors and needs a decent length of time to propagate otherwise simple changes
  • There's no solid desktop replacement to the previous Java-based HUD software, only the new HUDWeb which, while nice, doesn't offer many features that the software-based solution did such as an Always On Top mode
  • I'm completely unable to update the CNAM through the Cloud PBX, and the customer service representatives that I've spoken with have been of unfortunately little help
  • If you use a hardware firewall, you may need to all of the VoIP configuration manually without guided steps, as Fonality does not offer guides for many hardware firewall solutions
  • New phones will be a costly addition as the price of the phones and the user profile service fees have to be added to the existing expenses
  • The new phones can be easily upgraded, replaced, or reconfigured for more robust tasks, giving greater room for growth as a result
  • Altigen
Cloud PBX migrates the worries of catastrophic events (floods, power outages, building fire, etc) away from the business to a secondary platform with greater tools to combat service uptime (backup generators, for example). It also means that potential upgrades to the platform won't require the purchase of an entirely new PBX machine, and our legacy software/hardware solutions are no longer required.
Well Suited For
  • Businesses that lack the space on desks for phones and would rather use a software solution
  • Businesses with limited wall jacks that need phones with Ethernet passthrough
  • Businesses where moving extensions may be harder than moving the physical phone

NetFortris Feature Ratings

Hosted PBX
Not Rated
Multi-level Interactive Voice Response (IVR)
Call reports
Not Rated
Directory of employee names
Not Rated
Answering rules
Not Rated
Call recording
Not Rated
Call park
Not Rated
Call screening
Not Rated
Message alerts
Not Rated
Video conferencing
Not Rated
Audio conferencing
Not Rated
Mobile app for iOS
Mobile app for Android