Solved

FreshFone Accept button not working randomly

We've been using FreshFone as a callcenter for over a month now. Randomly often when we click on "Accept" it just ends the call and does the pop up for freshDesk. This needs to be fixed asap as it essentially means a lot of unhappy customers.

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Hi Matt,


I am really sorry about the Freshfone call accept problem that you are facing. Sometimes, such interrupts can also occur in reason of fluctuating network connection on either caller/callee end. Normally the Ticket conversion popup arise once after the call connection between the browser client and our carrier been disconnected, as part of hang-up or network interruptions. We are working to improve user action on the call notifications and to better troubleshoot similar connection problems. 

 

We like to narrow down the cause behind this problem. It would be of more help if you can send us some more details on such Accept failed calls to troubleshoot further. Please do email us with some examples with incoming call details, and any pattern on such failure to our support mentioning this forum as reference.

 

Thanks,

Sunil

 

We don't but you can analyze our accounts if you wish. We're too tired of all the problems freshFone gives us so we're moving it to another carrier. 

Hi Matt,


We will analyze your account to trace down the cause behind such failure and update you with the root cause of what happened. I understand your concerns and will ensure such random glitches with Freshfone are addressed. We will also be pushing in with stability fixes over the next couple of weeks, can you let us know of other problems that you are facing with freshfone?.


We look forward to serve you better.


Thanks,

Sunil

Hi Matt,


We do traced some of the short call pattern happened on your account, noticed with proper call end response from the carrier. We were also following with our channel provider to understand any communication interrupts led on to call connect problems, but couldn't of helpful.  I'm sure it doesn't sound good when such random glitches go clueless, we are working on priority to add more freshfone traces for the browser client to troubleshoot in a better way on channel status during call notifications. Are you still facing the call accept problem frequently?


Thanks,

Sunil

We've decided to move back to Fonality since random glitches go clueless won't do us good. We look freshdesk itself though.