Forum Discussion

kspackman's avatar
kspackman
New Contributor
3 months ago

"Old" Softphone Experience on Desktop is better

The old softphone experience on a desktop was better.  When on the phone and viewing other windows a smaller window and control panel appeared in the upper right corner of the screen so that you coul...
  • KateG's avatar
    KateG
    3 months ago

    Hi kspackman, 

     

    Hi! Welcome to the GoTo Community, thanks for sharing your experience. I moved your post as it's better suited for discussion. Our team appreciated your feedback

     

    We are working on improving your experience and recommend trying out the New Softphone “mini mode” along  with the option offered to Pin the softphone window.

KateG's avatar
KateG
GoTo Moderator

Hi kspackman, 

 

Hi! Welcome to the GoTo Community, thanks for sharing your experience. I moved your post as it's better suited for discussion. Our team appreciated your feedback

 

We are working on improving your experience and recommend trying out the New Softphone “mini mode” along  with the option offered to Pin the softphone window.

bchilcoat's avatar
bchilcoat
New Contributor
2 months ago

the old softphone is SOOOO much better. 

 

I can have my email up on one screen and have the app up behind it. 

I can dial. see voice mails. 

i can see my favorites clearly. 

i can see call history. 

i can see parked calls at the top of app 

I can see a box pop up on the right hand corner with caller ID so i know who is calling or if i need to pick up. 

i work in a small office and sometimes im 2nd or 3rd person who needs to answer the phone. i don't always answer but i need to be able to if the others are on the line. 

I need the sidebar to see if those people are on the line or not. 

 

 

The NEW way i have been able to somewhat make it work is having the pop out dialer window BUT it is not working well for me. 

 

first of all, when a call comes in, it disturbs any email i am typing... it just STOPS IT. 

the old app did NOT stop my from typing. the caller is just popped up on the right hand side of the screen. 

also, the quick dial at the bottom are WAY too big of icons and i cant even read the names. 

now i cant easily see who is on the phone, who has called, voicemails and parks. 

plus it interrupts whatever i am doing on BOTH monitors. 

 

This app is terrible now and im sure many more are not happy with it. 

 

i have avoided updating the app because the new version does NOT have the features i want or need to do my job effectively and efficiently. 

 

Please let me know any of my issues can be updated visually or options given in the setting to use older style layout and setup. 

 

 

 

 

 

  • bchilcoat's avatar
    bchilcoat
    New Contributor
    2 months ago

    Another issue with the window option for the dialer is when a coworker PARKS a call, i can't Dial out....

     

    also, when i use the mini view for the dialer window i can't use the keypad to select options when prompted from automated systems. so i cant select someone's extensions or departments when prompted from the companies automated attendant. 

     

    Please fix these issues. 

     

     

    • KateG's avatar
      KateG
      GoTo Moderator
      2 months ago

      bchilcoat Welcome to the Community and thanks for your feedback, this will be shared with the team. 

       

       A couple suggestions: 

       Have you tried the dock softphone option, which will bring you back to a single window experience. This article explains how to use docked mode to place the softphone into the app instead of having the softphone in a separate window

       

       

      For incoming calls, native OS notifications were added that provide a similar flow to the old incoming call widget. 

       

      Our team reviews customer feedback on a monthly basis and I will share your experience. If you have any other comments please let me know. 

      • bchilcoat's avatar
        bchilcoat
        New Contributor
        2 months ago

        i cant dock it. i only have two monitors and i loved the way the over version looked and worked. it was super simple. if i dock it, it is LESS usable as my email blocks it and im switching windows and every time a call comes in. i can't do that. i HAVE to see who is calling and be able to pick it up if my other two coworkers are busy. the phone can't ring more than twice here. 

         

        so it is very important for me to be able to see who is on the line and see what calls are coming in and be able to answer it easily while im emailing or doing other work on my other screen. 

         

        to change something SOOOO much and NOT give an option is ridiculous... it fundamentally changes how i do my work day to day. it has been a huge disruption.