Call Center Edition – my report 1/23/08 - issues inside to be addressed.

So far, I am very impressed with the Call Center Edition. This software install was deployed so fast, that I really didn’t know what to think. I just could not believe I was online already. Major props to the team at Fonality for getting a very easy to deploy application.

Even the HUD puts this phone system above any other phone system I have ever used ore even seen. It can’t be replaced with anything better I feel.

Now, after having tested this for over a month, I wanted to put up things that should be addressed. No particular order, just things that are important to all paying users of your software.

1.) The number one thing I think needs to be addressed is the support issue. People who are paying for licenses should not have to pay additional for support. There should be at least a limited support, maybe email only with x number of days response, but it support should not be limited to only those who pay for it right now. The forum is nice, but it does not get your problems solved, and when you are running a business, you can’t wait around for it, but the support may just be way to expensive. While I was on a Webinar for the HUD, the guy was talking about this after we asked the question, and said you have something in the pipeline and are working on a solution for paying users to get at least some kind of limited support. I am very curious about this and want to see this actually happen.

2.) A HUGE security risk would be for people who are using soft phones, or IP phones that are not designed for your system, and just use SIP credentials. There is absolutely no way for users to edit the password for their sip phone via the admin console. You are assigned a password that is your extension. That is so insecure, especially if you are exposed to the world. There needs to be a way for admins to modify the SIP password via the admin web page, and have it propagate down to the sip config on the server. The response I received when I first bought this up was just a hack and totally not the way we want to configure our phone system. Nobody wants to come in one morning to find that their phone system was being used by some guy in Nigeria to make calls to Afghanistan for 5 dollars a minute. This is one most single complaint and fear, and really feel that a simple “change sip password” button next to each phone would be totally adequate, we just need a way to configure password for soft phones.

3.) We don’t have any calendar days where the offices will be closed for the holidays, but soon we will… I asked my sales guy about this, and he said Q1 08 you should have holiday hour schedules setup… but I wanted to verify that. I don’t want to have to login in the early AM of a holiday, and switch over my phone system and then have to switch it back the next day. My older ( very poor service packet8) actually allowed this, and it was very nice to have xmas and new years switch over to a holiday out of the office greeting. Can you give us any idea when this will be complete, or if this is even on the plans for development?

4.) Voice mails are being trimmed for some reason. I posted this in another thread. I don’t know why it would be a server issue, and its very strange. We are not storing them on the server, so its an email only voice mail. Maybe there is something wrong with the transmission of the email or something. I am not sure, and I just reported this today. Tonight will be the second night of live voice mails, so we will try it again and will report back tomorrow if this is still an issue.

5.) We have reported this in another thread, and so have other users. Inbound calls cant be reviewed because the filename on the server has an additional “+” in it, and the front end software is requesting a file without that plus sign. I created a hack for now, where cron hourly removes the plus sign out of each file name, but it should still be fixed as my hack is just a hack and I shouldn’t have to do that for software that I am paying for.

Overall, this system is just amazing. With only a few quirks (listed above), I cant stop thinking how great this is.

I would just like to get an idea when some of these issues would be addressed. Any input would be greatly appreciated.

Sincerely,