Dial keypad closes while entering extensions

JennPape
Contributor

The dialing keypad regularly closes while I'm trying to enter an extension.  This is super annoying and often results in having to hang up and call again because an incomplete extension has been entered.   

 

I'm not sure what causes this, but an improvement is needed with the keypad to prevent it from closing on it's own prematurely, mid-entry.

 

PLEASE FIX THIS.

4 Replies 4
jennysowyrda
Community Manager

Hi @JennPape,

 

Thank you for reporting this! The dialpad should remain open until you click out of it. 

 

To begin troubleshooting this, can you please take the following steps: 

1. Can you confirm the issue occurs across multiple browsers and through an incognito window

2. Can you confirm the issue occurs with all other extensions disabled in your browser

3. Are other users in your account experiencing this issue? 

4. Can you please collect a video of the behavior and direct message it to me?

 

Thank you,
Jenny

0 Upvotes
JennPape
Contributor

Hi Jenny,

 

No, I can't do any of that. 

 

This problem has been ongoing for the entire nearly 3 years I've used this product and I'm sure I'm not the only one.  It's an intermittent issue (doesn't happen on every call) and the amount of time it would take for me to try to catch it to record it for you is an unreasonable request. 

What's especially frustrating about dealing with HubSpot is that HubSpot Support seems to fail to understand that your users aren't an extension of your support team. I'm here because I have a job to do; troubleshooting HubSpot isn't my job.  

I've reported the issue. Figure it out. 

Regards,

 

 

Jenn

MikeSugrue
Participant

This just happened to me as well.  The dialpad has been acting strange for me over the last couple of months.  Anybody figured out what's going on with it?

0 Upvotes
JennPape
Contributor

No progress here.  HubSpot Support has repeatedly suggested that it's my responsibility to capture all the HAR data and screen recordings etc. to figure out why this happens.  Frankly, I don't have time for that and I don't understand why they can't troubleshoot this themselves.  

0 Upvotes