My company uses Clarity for our phone system, since our employees are all remote. Unfortunately, the system has an incredible number of bugs, one of the most major being that the app sometimes simply does not alert you of calls that are coming in. (This is not an account login or authentication issue, because even when the calls do not come in, notifications for text messages come in— often 2-3 duplicate notifications for the same message.)
Other bugs include:
- in-app call menu is occasionally inexplicably inaccessible or laggy (leading to not being able to put calls on hold or transfer calls)
- emoji show up as question marks in all except the small message preview screen (not in the conversation view, which causes a great deal of confusion when staff unfortunately use emoji to communicate, a process which I am attempting to curb regardless of the app’s ability to display them)
- calls occasionally ring strangely (double space of 2-3 second pauses between each ring) which causes frequent confusion as to whether a call has been picked up or not
- incoming calls are impossible to silence while in an ongoing call, which leads to the call you’re on being silenced or interrupted by beeps that prevent you from hearing the person you’re speaking with
- transfers occasionally just don’t go through (even when the number being transferred to is correct)
- every so often, audio simply does not work (we are left unable to hear the client, or the client is unable to hear us).
The issues presented are simply perplexing because most of them are not present 100% of the time, and triggers are either unknown or inconsistent, but app updates have not served to help with the issues.
My company still relies on Clarity as a phone system even with these bugs, however, so I am hopeful that these issues can be resolved for a more positive customer experience!
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