Frequently Asked Questions

Fonality provides business phone service with integrated collaboration and contact center capabilities.  We are dedicated to helping your business sell service and collaborate with ease.

Unlike many in the industry, we are not wedded to any particular method of deploying our solution.  Customers can choose a fully hosted, cloud-based approach or can have servers located in their own building.  Either way, clients get the same excellent service and value-added features.

Most people don't shop for phone systems very often and when they do, they usually have a lot of questions. Never fear, we'll tell you anything you want to know.

Our Company

Where are you located?

Fonality is headquartered in Plano, Texas.  We also have offices in California, New York, Australia, and the Philippines.

How long have you been around?

Pretty long for the phone system industry. We were one of the inventors of cloud business phones. Fonality was founded in 2004.

How many customers do you have?

We have approximately 30,000 clients and about 300,000 people that rely on the Fonality solution every day.

Are you hiring?

Yes! Have a look at our open positions.

Phone System Questions

What is a cloud-based phone system?

Cloud-based phone systems, sometimes called “hosted” or “hosted VoIP,” are solutions that are hosted and managed by the vendor. The servers and software that run the system are located in the vendor’s data center. The only equipment the client needs on site are telephone handsets and a broadband Internet network. Keep in mind, though, that unlike anyone else in this industry, Fonality actually offers a cloud business phone system that is VoIP-optional. In other words, you don't have to buy voice service from Fonality even though our technology lives in the cloud.

Why would someone choose a cloud-based phone system?  

A cloud-based solution is perfect for companies that want someone else to take responsibility for the management of their phone system. It is great for those with little or no  IT resources and no telephony experience. It is also ideal for multiple location businesses or those with remote workers.

What might make someone choose an on-premise deployment instead?

Customers in areas with unreliable Internet access may prefer a premises based deployment with traditional telephone lines used as either a primary or backup method of delivering calls. Some clients are locked into existing carrier contracts, but don’t want to wait to enjoy all of the features of Fonality’s solutions. In this case, Fonality can be deployed with the legacy PRI lines. Finally, we understand that not everyone is ready to move everything to the cloud. Fine with us. That’s why we always ask, “Your place or mine?”

Which is cheaper?

Fonality charges based on the edition selected by the client, not based on the deployment method, so the monthly subscription fees are the same per user, regardless of which deployment method you choose. If you select an on-premise deployment and want to get servers from us, we can sell them to you, or provide them for a monthly rental fee. You are also welcome to get your supported server from another source. Once again, it’s up to you.

Will I still need to buy phone service from my local telephone company?

You get to decide. (We’re kind of like that.) You can get VoIP service from Fonality with unlimited local, nationwide and Canadian calls for a low, flat monthly subscription fee, or you can keep your traditional phone lines or even get VoIP service from a traditional phone company while still using Fonality for everything else.  

How much bandwidth is required for cloud-based voice service?  

Bandwidth is cheap these days, but considering the small amount that voice will use plus all the rest of the bandwidth a typical knowledge worker consumes, we recommend an office have at least 10 Mb download and 3 Mb upload speeds for every 5 Fonality phones. For you techies out there, we use the highest quality CODEC available (no compression), which means - with packet overhead - each phone call uses about 100kbps of bandwidth. Not sure if you've got the speed you need? Use our free bandwidth calculator to find out.

What’s It Like to be a Fonality Customer?

Do I need an IT person to administer our phone system?

Absolutely not. Fonality is designed to make installation and use of our system hassle free.  For clients with few IT resources, we recommend the cloud-based deployment model.   

What if we have a problem – who do we call?

We offer 24/7 support for our customers and many ways to communicate with us. Check out our support page for helpful resources and see how we offer our customers support around the clock. 

Sales and Service

How much does it cost? Can I get a quote?

Sure. You can request a detailed quote right now, or you can check out our pricing based on edition options. It will also show you the available packages so you can start to think about which one is best for you.    

How long does it take to start using Fonality once we place an order?

There are a few factors involved, including your deployment option, location, and phone number porting choice. For most customers it can be measured in days or weeks, not months. Our experts will be able to give you a good estimate for your exact circumstances when we produce a full quote for you.

Who trains my users?

Fonality offers continuous training to our customers. Fonality Academy contains a variety of educational resources for phone system users, administrators, and solutions integrators.


Which features are included with Fonality?

Fonality includes more than 50 features that are common to business phone systems including; auto attendants, voicemail, call management, and more. But, what’s really special about Fonality are our Heads Up Display collaboration portal and the built in contact center features we make available to all users. Our Prices & Packaging page shows which features are included in each edition.

Does Fonality have a complete call center solution?

Yes. In fact, Fonality believes that almost every company can benefit from contact center features, so we include call queuing with every subscription. Our Ultimate Edition includes advanced contact center capabilities, including skills based routing and coaching.  

Can we record our telephone calls with Fonality ?

Yes. On-demand call recording is one of the contact center features included with our Professional and Ultimate Editions. Users of the Ultimate edition can also automatically record all calls in a queue for a particular user, and full time call recording for all users is available as an add-on.

Is voicemail included? Can my voicemail messages be transcribed and sent to me by email?

Yes, voicemail is included. Voicemail to email transcription is also included with the Ultimate edition and available as an add-on for the other editions.

Do you offer paperless fax?

Yes, for all North American customers. We also offer internet-based fax service for those who want to keep their fax machine, but ditch the extra cost of the analog line.

Which desktop telephones do you sell?  Which do you support?

We sell both Polycom and Yealink phones. Check out the list of available desk phones. There’s one for everybody. And we support many more models. Here's a list of supported equipment

Can I use a softphone for telephone calls instead of a desktop telephone?

Our Heads Up Display web client does comes complete with a free, integrated softphone for folks who prefer making and taking calls with a computer headset and microphone. You are not tied to a deskphone with our solution. 

Did you get your questions answered? If not, drop us a line or start a chat. We’d love to tell you more.

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