Complaint / review text:
We decided to go with Fonality because it is a kind of companion software to another software we use (AbacusLaw) and it integrates with that software. Our previous phone system that we had for about 20 years was the basic, non-internet-based kind. Some of those old-fashioned kinds of phones are much more reliable even though the newer technology gives us a lot more features and we do like the concept of internet-based phone system. Hence, I'm not real happy with Fonality.
We usually use the HUD feature, which is on our computer monitors so that we can see who's on or not the phone. It's all generated by computer and it's a nice feature. But we've had some issues with Fonality with regards to some major screeching sounds when we intercom back and forth between office personnel. The person who is calling occasionally hears a very loud screeching sound before he/she even connect to the other person. When the other person picks up or answers, the screeching sound goes away. It's very annoying. Our receptionist, who does most of the phone interaction within the office, has ringing in the ears. We rewired our phones within the building this weekend since it's an old one so maybe it's a hardware issue with wiring. We spent around $13,000 for this, hoping that it was the root of the problem. However we're still getting the screeching sound.
Fonality people have been working with us. The support staff have been really friendly, however they've never been able to correct it. It's a major problem which is very frustrating to me so this issue might have colored my whole opinion of Fonality. I'm recording a lot of the events. My intent was to calling Fonality today or tomorrow and blast them again with my complaint about this particular issue. We're a law firm so our phones are a big integral part of our day-to-day business.