Hello Matt,

I don't know of any specific reason why the Users would be having issues answering calls on the Chrome plugin.

The main difference between the app and the plugin is features and capability. The plugin for Chrome is pretty basic as far as features go. It's an integration into the Chrome web browser to make things a little easier for those who use chrome and specifically Gmail all day. 

The Softphone is a fully developed phone. All the latest and greatest features are constantly being added to the softphone app. I would suggest using one or the other. If your use of the phone is pretty basic, taking and making only a few calls throughout the day and you are in Gmail all the time, use the Chrome plugin and don't even log into the softphone. If you still having connectivity issues with this you can open a case and tech support can help to assist.

If you're using the phone constantly during the day, making calls, taking calls, transferring, placing calls on park, calling contacts, sending text messages and faxes, then use the Softphone app, it will provide a better experience for those Users.

To avoid the double ringing, which could be part of the thing causing the call issues with the Chrome app, either have the Users uninstall the Chrome app or don't log into it if you are going to use the softphone.

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I don't use either, but i would suggest just using the softphone, you can set it to always be in the foreground to make sure calls are never missed and the pad is always ready for dialing.

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I think it would be great to have another chrome extension that allows you to dial via the desktop app so that you can still dial from the web browser and take advantage of the desktop app features and reliability.  Its frustrating to have to choose between features.  

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