How to: Submit Fonality Support Tickets

On your Web Admin Panel, click the orange question mark in the lower right-hand corner, as indicated by the blue arrow in the screenshot.

Fill in the fields indicated by the blue dots.  Also fill in your full name and e-mail address, if it isn't already there. In the description field ("enter your question here"), fill in the details about your request.  Please supply as much information as possible.  Here's a guideline to get you started: Does the problem occur only under certain circumstances? How can Fonality reproduce the problem?  Give us the exact steps. When did the problem begin occurring? If the problem is intermittent, what are some of the exact dates/times that the problem occurred (preferably down to the minute)? If the problem is limited to certain phones, which extension(s) are affected?  Or does everyone have the problem? Any additional contact information you would like to supply, such as a telephone number? When done, hit the submit button at the bottom of the window.

For the category and symptom, if your browser supports it, you can also type in the "search" field.  Click an appropriate match.

You can submit support tickets even if your server is offline.  Go to  cp.fonality.com  and click the small orange question mark at lower left, as indicated by the blue arrow in the screenshot.

Fill in your admin username, password, contact info, category/symptom, and question, as indicated by the blue dots in the screenshot. The admin username begins with "admin", "fonality", or "tbadmin", followed by your Server ID.  E.g. "admin0000".  Depending on your product, your Server ID may be either four or six digits long. Your admin login credentials were included in the "Welcome to Fonality" envelope taped to the side of your PBX, or were e-mailed to you.

You can also call our support hotline, at 866-366-2548. You will need your server ID.  Your Server ID is printed on the sticker on the front of your server, and is also in the subject line of all e-mails Fonality Support sends you.

We're available Monday through Friday from 8AM to 5PM Pacific time.  If you have a system down emergency, such that you can't make or receive any telephone calls with any phones, it's affecting your business and your server was working previously, when you call in you can hit our Emergency Support queue when prompted.  That's all hours, all days of the week.