Quick Guide to Fonality Troubleshooting

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

Place a Call and Check Fonality HUD Status

1. If the phone does not ring, then something is being blocked or the phone is not registered. If this is the case, continue to Reset Your Phone. If the phone does ring or if there is no Fonality pop-up when it rings, continue to the next step.
2. In the top left corner of the of the HUD, if a green dot appears in the status field continue to Reset Your Phone. If the dot is red or yellow, click the dropdown and select "Online."
3. After completing Steps 1 & 2, if you still answer No to any of the below questions when attempting to place a call, continue to Reset Your Phone.
   1. Does the phone ring?
   2. Is there a Fonality pop-up?
   3. Is your status green?

Reset Your Phone

1. Unplug the phone.
   1. Leave it unplugged for at least 10 seconds and make sure all the lights and displays on it go out before continuing to Step 2.
2. Plug the phone back in.
   1. Wait for it to come back online. You will know it's back online when it has a dial tone and shows you as "Active" on the HUD.
3. Try a test call.
   1. If this doesn't solve the problem, continue to Reset Fonality HUD.

Reset Fonality HUD

1. Once you've identified where it says Exit, right click it and then left click on the menu.
2. Click the X at the top, right corner of the Fonalty HUD to shut it down.
3. In your computer's Taskbar, (located in the bottom right corner of your computer, next to your clock) find and click the HUD icon (a small, light-green colored icon with Fon printed on it).
   1. If you do not see the HUD icon, click the upward pointing arrow to the left of those small icons. This will open all your icons, including the hidden ones.
4. Open the Task Manager by placing your mouse anywhere in the blank space on the very bottom of the Taskbar with a single right click. Note: You may need to click on "Show More Options" if the Task Manager doesn't automatically appear.
5. Open Start Task Manager by left-clicking on it.
6. Make sure the Process tab is open.
7. Left click on Fonality. Note: This may be in either the Apps or Background Processes section.
8. With Fonality selected, left click on End Task.
9. Click the X in the top right corner of the window to close it.
10. Find the Fonality icon on your desktop or in your Start menu. Click it to relaunch the HUD.
11. Make sure you have a green status dot in the top, right corner.
    1. If the status isn't green, change it to Online by clicking it once.
    2. Place a test call to see if it is operational.
       1. If not, proceed to Switch Web Launcher.

Switch Web Launcher

1. Open your HUD Settings window.
2. Make sure Web Launcher is selected along the left side of the window.
3. In the center of your HUD Settings window, locate the dropdown box next to the Web Launcher Profile.
   1. It should say, CallPotential Call Center. If it doesn't, select it from the options in the dropdown box.
4. Click Apply in the bottom right corner of the HUD window.
   1. Click Close.
5. If this is a 2nd extension, you will need to do the following;
   1. Web Launcher Profile
      1. Click the dropdown and change Web Launcher Profile to My Web Launcher.
      2. Check the box next to Launch web page only when the call is answered.
      3. Check the box next to Auto-Launch.
      4. Check the box for Silent.
      5. Paste this URL 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.
6. Place a call to see if this resolved the issue.
   1. If your issue isn't resolved, proceed to Reboot Your Computer.

Reboot Your Computer

1. Restarting your computer may solve the problem. Restart the HUD after the computer is rebooted and place a test call. Proceed to Reload From Server if Fonality is still not working properly.

Reload From Server

1. From your HUD Settings window, click Connection from the left side.
2. Check the Launch on Startup box.
3. Click Load Settings from Server.
4. Click Apply.
5. Click Close.
6. You may also want to run a self-diagnostics connection to our provider, Twilio. You can do that here: https://networktest.twilio.com/
7. Place another test.
   1. If at this point, your phone is still not working, reach out to either your internal corporate IT or Fonality support to help solve the issue.