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1. Fonality Troubleshooting Guide

The following steps should be followed in exact order when your Fonality system is not working properly.  For the quickest results, follow the steps as they are listed below before doing anything else.  In most cases, performing these steps will restore functionality to your phone.  Otherwise you will be directed to the best option to have your phone operational as quickly as possible.

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1. Switch Web Launcher
   1. In almost the dead center, there will be a dropdown box next to where it says “Web Launcher Profile”.(see red circle in above image).  It should say “CallPotential Call Center”.  If it does not, select it from the dropdown box.
   2. You can now close this window, but be sure to click on “Apply” before closing so the new settings take effect.
   3. On the Fonality HUD, click the 'File' button at the top left portion of the HUD. It says "Fonality" next to it.
   4. From the menu that opens, go to the bottom and click on “Settings”.  You will see this:
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   6. Click the last tab, it is labeled "Web Launcher".  (see blue circle in above image)

      1. In almost the dead center, there will be a dropdown box next to where it says “Web Launcher Profile”.(see red circle in above image). It should say “CallPotential Call Center”. If it does not, select it from the dropdown box

      2. can now close this window, but be sure to click on “Apply” before closing so the new settings take effect

   7. If this is a 2nd extension then you will need to do the following

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      1. Change “Web Launcher Profile” to “My Web Launcher”

      2. Check the Box for “Launch web page only when the call is answered”
      3. Check the box for “Auto-Launch”
      4. Check the box for “Silent”
      5. Past the URL below in the “Inbound Calls” box. You will need to replace the 7268 in red with the extension of your primary phone.
         1. http://call-proxy.callpotential.com/twilio/call/connect?phone=7268&callNumber=%%caller_number_raw%%
      6. Click Apply and then close.
   9. Test again after completing this, to see if it has resolved the issue
      1. If so, awesome.
 If
2. 1. 1. If not, proceed to the next step
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1. Reboot Computer
1. For one or more reasons, restarting the computer may solve the problem.  Restart the HUD after the computer comes  back up and place a test call.  Proceed to the next step if it still not working properly.
2. Reload From Server
1. On the Phonality HUD, go back into the settings by clicking on the “File” button on the upper left of the HUD and then clicking on “Settings”.  This time, choose “Connection” (red circle on the image below).
2. You will see this:

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