Answer calls through headset
I recently signed up to gotoconnect. I need to be able to answer and hang up call with just the headset. Does anyone know how to be able to do that? Once I answer the phone with the computer I can hear and talk over the head set but I can't answer and hang up with it. Thanks in advance for any help. StevenGPM12 years agoNew Member2.6KViews0likes12CommentsTens of Thousands of Inbound Calls logged in a Month... to one person.
Hi There! We have a couple of people experiencing this issue. About 2 to be exact, where their call history shows what the screenshot provided shows. Their inbound calls are logged thousands of times, despite it being just one call at the moment. Their disposition is typically "No Answer from User (user alerted)" and "User Busy" when this occurs. I verified that their call queue is not setup in such a weird way that calls might get looped or something similar and that a couple of the numbers are legitimate customers, NOT spam numbers. I have not verified all of the numbers involved, but we have seen about 5-6 of the same numbers coming up in this way. As far as I can tell, the users do not complain about getting inundated with these calls. It seems to me to be something weird in how the calls are logged, but to be honest I have no clue where to even begin since the setup seems to be as it should be. I should note that at least one of the users does not use a soft phone, opting to stick to using their cell phone exclusively. They racked up like 37,000 inbound calls on their own. The other guy about 5000. I want to avoid re-assigning the extensions if possible, but am willing to do so if that helps. Has anyone come across this? If so, how did you resolve it? I plan to submit a case with GoTo, but I have seen their response times and figure this might be a better first step instead. 😬 Thanks in advanced!Solvedalexnuno2 years agoActive Contributor1.8KViews0likes6CommentsWebsite Chat + Messenging Survery
Hello, Few things I need help with. 1) I need help getting the live chat function to work on our website and showing up on my GOTO app. We had it on our website and I was testing it, but couldn't see it anywhere on the app ? 2) I want to start sending a message automatically maybe after 10mins that says DID WE RESOLVE YOUR ISSUE? or something, can we set something up for that? Thank you.SolvedWFI2 years agoActive Contributor850Views0likes2CommentsNew User's login never reaches the GoTo homepage
I used the admin portal to create a new user in GoTo. I selected the appropriate role and registered her email. When she tries to login, it allows her too, or it doesn't say that she's entered the wrong credentials. The GoTo logo comes up. It's in the center of the webpage "pulsing", getting slightly smaller then larger, but that's it. It stays that way for upwards of 10 minutes. Any recommendations?SolvedAusten22 years agoNew Contributor691Views0likes1CommentCustomers not reaching automated assistant with confirmed correct number?
We've had a few layoffs and I'm taking the additional responsibility of trying to understand the Admin side of GoTo. My question stems from a claim from a customer on Saturday that they tried to contact my team, while my team was confirmed to be "Ready", and the call never connected. The automated system never recognized the customer enough to "abandon" the call either. No record or recording of the call anywhere. I spoke with the customer, he listed the correct number, but claims that it disconnected without any greeting or options. Anyone have any pointers or articles I can reference to troubleshoot? There were two customers on Saturday that supposedly had the same issue, separated by hours though. In between their issues, we took a few successfully connected calls.SolvedAusten22 years agoNew Contributor667Views0likes1CommentCall Center Reports - busiest time of day
Hi all, I am a call center manager trying to look deeper into our call queue report data. Recently I've been looking at reports at the monthly level, and my current goal is to figure out what our busiest times of day are on different days of the week. Has anyone found a way to export these summaries and details with information from my timezone? To my understanding, it is downloading only with UTC times attached to it currently. And is there a way to easily export hourly data, without manually marking it up in the queue caller details excel file? When you look into the analytics overview one day at a time, it shows you the Total Calls Over Time in an hourly format so that you can see how many calls happened in different hours. Is there a way to export this data, whether that is one day at a time or on a larger scale (e.g. Mondays in March, Tuesdays in April, etc)? Thanks in advance for any pointers 🙂Solvedtaylorm2 years agoNew Member823Views0likes1CommentShared Voicemail Email Issue
We're new to GoTo Connect and recently set up a shared voicemail box . We sent numerous test messages without incident but had an employee leave a voicemail this morning and no email came through. We have another shared voicemail that we've been using that seems to work, but now I'm wondering if we've missed any because an email didn't go through. Has anyone had issues with these emails being generated? Are there any logs on the GoTo Connect side that would show why the email wasn't generated? I ran a message trace on our email server and don't show any inbound emails from GoTo that were blocked for spam or junk. I was able to retrieve the voicemail by dialing the extension but that's what we are trying to avoid. Thank you.Solvedwater12 years agoActive Contributor1.4KViews0likes3CommentsIs there a way to view all users in a ring group using the GoTo Connect api?
Currently, we have a dial plan with phone numbers that connect to ring groups that then ring a list of users. After looking through the API documentation in both the admin and connect pages I can't find any routes that list the users/extensions that are included in those ring groups/dial plans. We currently aren't using groups, so the only way to group users would be in those specified ring groups. Is there a route that can list users that are in their own groups? Also after looking through the API it looks like I would need an account key for that main phone number, is there an easy way to grab that? Thank you for your time, and if there is a better place to put these questions please let me know, also sorry for saying the word group so many times!Solvedmasaaki2 years agoNew Contributor1.1KViews0likes1CommentGoTo Machine Wide Install getting error "Per-user installation of this product already Exists..."
"Per-user installation of this product already exists for some user profiles on this machine. Mixing per-user and per-machine installations is not allowed." Seeking a way to fully remove the Per-user install from all profiles, in order for me to install the per-machineSolvedTdub1162 years agoActive Contributor2.1KViews0likes6CommentsSystem Wide Forwarding
Hi Everyone I am new and just setting up our GoTo system. I used to use Scheduling or Time Frames to be able to direct all our calls after hours to our night staff...I know I can do the same in GOTO, but what I would like to do is have this options a different way, so I could switch it earlier or later than the set scheduled time. Is there a way to do this with the GOTO software? Thank for your time guys AndySolved3DTowing2 years agoNew Member631Views0likes1CommentIs there a way to detect phone call transfers with the GOTO Connect Api?
I'm currently tracking calls for users in ring groups. At this point, I'm filtering out any call with a duration of 0 as it means they were rung but didn't pick up as someone else did in that ring group if I understand that correctly. What I want to know is if there is a way to determine if a call has been transferred to another so I can also filter that call out for the user. I was going to use thedeveloper support systembut this wasn't an issue with the API and more of a question about which one to use so hopefully, this is the correct way of doing this. Thank you for your time!Solvedmasaaki2 years agoNew Contributor1KViews0likes1CommentGoTo Connect Texting Bug
has anyone else seen this before? My phone will occasionally (and unpredictably) send texts intended for one recipient to another. Additional details: My phone is an Android Google Pixel 7, and this bug does not occur on my desktop app. Bug was first noticed on March 10 and has occurred about 3-4 times since then.SolvedTdub1162 years agoActive Contributor1.3KViews0likes5CommentsAutomatically mark voicemail as read after listening
Can you bring back the feature in GoTo voicemail where after you listen to the message and the system automatically knows to mark it “read”. The current version no longer have that feature. It is replaced with icon that you have to click to mark it “read”, and if there's no action the message(s) stays “unread”. With many new messages (20-30) to go through and the user accidentally missed to mark one message “read”, the vmail light on my desk phone will continue to blink until all messages are marked.SolvedfrazerIT2 years agoNew Member699Views0likes1CommentDial Plan Issue
We are using GotoConnect on Voip phones. We use a dial plan to ensure my boss does not get all incoming calls, so it rings at the admins desk first. If she doesnt answer within 9 seconds it goes to his desk. This works great, however, if the admin answers the call and it is deemed necessary for my boss to take the call, how do we avoid having to wait 9 more seconds of ringing until my boss' line rings?SolvedRandy52 years agoNew Member809Views0likes1CommentNew Contact Center Contact List - Call Forwarding limitations
I just started using the new contact center and was exploring its softphone features and was hoping that I could upgrade my operator from using a physical phone with a sidecar filled with speed dial buttons to answering and forwarding calls from the new Call Center softphone. While it looked promising, I ran into an issue with the contact list used for forwarding calls. Our salespeople all have their own personal dial plans and personal queues to allow customers to wait for their salesperson to become available if the salesperson is on the phone. When calls come in, our operator first identifies if the salesperson is in the office, out to lunch, or logged in/out of their queue indicating their availability. The operator then forwards the incoming call either directly to the person's voicemail using a speed dial 0extension# or to the salesperson's dial plan extension (not their line extension). The contact list (used for forwarding) in the new contact center appears to populate from users, lines and maybe phone DID's within the Jive system where the line is not omitted from the directory. Dial plan extensions are not populated and are not available in the new call center's contact list when trying to forward calls. When I tried to manually enter two additional contacts named Joe (voicemail) > 0ext# and Joe (Queue) > dial plan extension#, neither of these manually created contacts were available when forwarding calls within the new call center softphone system. This means that we cannot transition our operator off of her 1970's style physical phone to a more modern softphone environment using Jive/Goto products. I believe that Jive's competitors have this capability and have a more robust operator softphone experience. The operator primarily forwards calls and they need to do so quickly and shouldn't be required to memorize or reference various extension numbers. It should all be built into the system. If Jive/Goto does not improve their operator softphone experience they will likely lose the business of larger customers who rely on and use operators extensively. Until these issues are addressed we will continue to use our legacy physical phone sidecar speed dial solution because the softphone environment is still limited for operator use and forwarding purposes. I read another suggestion recently that read that the speed dial soft buttons no longer supported dial plan extensions. I haven't run into this issue yet, but if it's true and if the "new" systems being rolled out exclude this capability this will negatively impact our operator's ability to forward calls to dial plan extensions which is NOT good. Please address these issues as part of your process of improving the operator softphone experience.Solved934Views0likes1CommentHow to talk with a person?
I have been on hold after being transferred for 1:58 mins as of right now. I don't want to hang up and call back as I will have to start all over again. This happened a few weeks ago and then when they finally picked up I was hung up on.JEdner2 years agoActive Contributor884Views0likes4Comments- MediCann2 years agoNew Member594Views0likes2Comments
Default tick box
Hi, Every time I go to my pass word page the "remember me" box is always ticked which is very frustrating, even when I've unticked it - I've never had this with any other security log in. If I forget to untick the box I have to clear all my caches/history etc to start again which is very annoying. Is this a default fault? Does anyone else have this problem? Can it be fixed? Help! Many thanksTammy102 years agoNew Member518Views0likes1CommentIs there a way to escalate Support Requests?
Our organization has opened multiple tickets related to team members getting kicked out of the queue without signing out and having massive call quality issues. We have completed the same recommendations multiple times and are continuing to have these issues. Is there a way we can get someone to actually work through troubleshooting with us or possibly get our existing tickets escalated to a team that can help?beckymcpherson2 years agoNew Member840Views0likes1CommentPossible to automate an announcement over horn PA for break time?
Is it possible to play a recording on a schedule, like every day at 10am announcing break time?SolvedNCNRick2 years agoNew Contributor1.2KViews0likes4CommentsVoicemail email server IP address block or cert subject name?
I am trying to make sure that messages that come from your voicemail email server... 1. don't get spoofed and 2. don't go into junk or quarantine. 3. don't get blocked. Since a user has two choices, receive the emails or don't, I want to make sure that if they ask to receive the emails that they actually get received in their inbox, and not in their junk or quarantine. I know that part of the issue is that you all changed the email address again to voicemail.goto.com. To do this, I would like to add a connector in Microsoft Exchange for them, possibly for all of your emails that the user has an option of turning off.SolvedHTEA-Coord2 years agoActive Contributor689Views0likes1CommentGoToConnect API Call
Hi! I am looking for a specific API call where I can pull ALL call data for a specific customer within a date range. Currently, I pull down each users details individually withhttps://api.jive.com/call-reports/v1/reports/user-activity/{userId} and its very time consuming. Your help would greatly be appreciated.ThatITDude2 years agoNew Member853Views0likes1CommentConnection
During a meeting, I am unable to use my handheld phone to speak with attendee. It stops the video & microphone on the meeting and closes the session. I want to make sure attendees can still see my screen while talking with them by phone. Sometimes we cannot hear each other over the computer.7122 years agoNew Contributor1.1KViews0likes5CommentsRemove the country code added to incoming calls
Is it possible to remove the country code added to incoming calls? I say this because I'm using Goto in Salesforce and this is preventing Salesforce from recognizing the contact on the call since Goto reports the number adding the country code.RicardoRonald2 years agoVisitor614Views1like1CommentNo longer able to quickly start a call from the Favorites list
Has anyone heard if they will be fixing the availability to call users from the "Favorites list"? I always have this pulled up and used to just click a user name and dial, now it no longer works. Thanks, Munkelmunkel2 years agoActive Contributor1.2KViews0likes6CommentsText messaging integration to browser
I have relied on Jive, now GoToConnect, for all our business phone calls and messaging. I am on Mac OS and primarily use Firefox as the business browser. Prior to the last update, I was able to click on a customer number from our booking/ billing system in Firefox and I was be forwarded to the messaging portion of GoToConnect. I would also have a pop up window within GoToConnect to give me the option to call the number. This is the preferred functionality to improve communications with our customers. Now when we click on the customer number, GoToConnect immediately dials and places the dial window behind other pages so difficult to find and cancel phone call. This is a loss of functionality with the update that needs to be corrected. I need to be able to click on phone number in Firefox and then text. How does this functionality get reinstated?ronwood0412 years agoNew Member372Views0likes0CommentsCalls lost during Transfer
Users are reporting that they press the TRANSFER softkey and the call is dropped. It occurs sporadically throughout the day. Is anyone else experiencing this? This also has happened during HOLD operations as well.SteveWinter2 years agoNew Contributor561Views0likes0CommentsRing group change to Call Queue
Any way to merge a Ring Group into a Call Queue without having to rebuild everything.MBraun2 years agoActive Contributor911Views0likes2CommentsSelectable Caller ID on outbound SMS has disappeared
Since the most recent update, we can no longer select the phone number that we wish to reply by SMS to an existing contact with. We used to be able to choose which number we replied with using the drop-down above the message section. Support has said that in order to do this we now have to create a new conversation which then requires a duplicate contact record. This makes our contacts messy and it becomes difficult to track conversations with a particular contact. Although I do understand some accounts may wish to have conversations logged separately, there should be a toggle in the admin section to allow the preferred operation for each client. Support tells me that this is the way the update was designed. Not a good customer experience to have things changed or taken away - especially without updating your customers. Updates are supposed to add functionality - they are not supposed to take away functionality that already existed. Please rectify this issue.Solvedbruceraymer2 years agoActive Contributor871Views0likes1CommentSuggested Features
Coming from a different PBX provider, GoTo seems to be missing some key features, specifically for call centers. We'd love to see the following implemented: CALLS Surveys: This already exists for chats. However, having a survey at the end of the call to rate an agent's service would be great for KPI. Call Disposition: The option to disposition a call once the customer or agent hangs up. This will assist with reporting. (i.e. the call finishes, then the agent can select what the call was about from pre-set options by an admin). Screen Recording: The agent's screen is recorded from the moment the call starts to the moment the call ends. This will assist with QAs as well as training/ CHATS Apple Business Messaging: If this integration is added, we'll be able to move all of our current live chat support to GoTo.Solvedalejandromachad2 years agoActive Contributor945Views0likes2CommentsAvailable/Unavailable on the Goto mobile app
Is it possible to have the ability to make your self available/unavailable on the queue on our GoTo mobile app? Perhaps in the near future? Our company recently moved over to the GoTo system and we do not see this option on the mobile app (iphone/android). I believe the team is aware of the star code command (*13 + queue ext). I wanted to inquire to see if there are any plans on implementing this feature on the GoTo mobile app. Our old PBX system allowed users to do that when they are on their mobile app.gvillena2 years agoNew Member616Views0likes1CommentReport received external call, assisted transfer but shows internal number
Hi, When we receive a external call number (+5511912345678), and this call is transferred from (1003) to another extension (1000) , the report shows the a call from 1003 to 1000. The report should shows a call from 5511912345678 to 1000 because in the end the extension 1003 is doing others calls and it's not a internal call. Is there a way to fix it? Best Regards, Guilhermeguicalabria2 years agoNew Contributor347Views0likes0CommentsModifica nominativo durante riunione da cellulare con app GoTo
Buonasera, i nostri clienti che utilizzano da cellulare l'app. GoTO lamentano l'impossibilità di modificare il proprio nominativo una volta effettuato l'accesso ad una riunione. Tale funzione era possibile dall'app. GoToMeeting. C'è una particolare procedura da seguire o tale funzione verrà successivamente implementata?GabrieleFurio2 years agoNew Member516Views0likes1CommentIs there a Voicemail Report?
Is there any kind of report that can be ran to find out which extensions have voicemail messages on them, and how many? Thank you.Solvedtgibb2 years agoActive Contributor1.8KViews0likes1CommentIdentify which number I'm texting from
We have a handful of phone numbers that we utilize in our office that clients call/text in to. From the desktop, it's impossible to see which number I'm starting a new conversation from. It's only once the convo is started, I can choose which number to message from. And I cannot see which number clients are texting into. What if I respond from the wrong number?kchapp2 years agoActive Contributor1KViews0likes3Commentssip security for deskphones
How do I enable TCP/TLS and SRTP for communication security? I have a Grandstream deskphone already using a GoTo line through a sip account. I tried to enable TCP/TLS and SRTP without success. It seems like these features should be enabled on the server side. Can you clarify this to us? Thanks a lot.jaatavaresf2 years agoNew Contributor978Views0likes4CommentsHow to communicate with employees
Greetings! Our department has recently moved to remote work. We use GoToMeet for work meetings several times a month. But I don't think it's enough, I want something for more frequent communication both for work and informal, what do you use for this maybe there are messengers or GoToConnect would be good for this. I would like not to lose our team atmosphere and always be in touch.Hops3 years agoNew Member716Views0likes2CommentsBest way to use the system
Hi Everyone, I am fairly new to Goto. I have been using 1 phone number with a 1-800 number that's attached to my local number. I have been using the app on my mobile phone only. I am now getting ready to set up a 2nd user in a different country. I don't know the best way (or optimal way) to set this up. I see that someone can log into the computer. Do I generate a new number for the 2nd line? Is there a link or video on the best way to set this up. Any help and/or suggestions would be GREATLY appreciated. Thank you, PBMPBM3 years agoNew Member604Views0likes1CommentFast Forward/Rewind playback
I would like to set up a system where people can call in to listen to recordings that I will upload. I can set up a dial plan that they can use to navigate to the desired recording and everything works fine. The problem is that I'd also like them to be able to press 4 to rewind, 5 to pause and 6 to fast forward (or something like that, it doesn't have to be those keys). I've worked with other phone systems that can do this but I'm not seeing it in GoToConnect. Does someone know if this is possible?Solvedjeffmbabt3 years agoNew Contributor1.4KViews0likes3CommentsOldest Call in Queue not getting answered in order
Dear All, Thank you for your time, please allow me to explain: We use a call queue. We would like to be able to answer the oldest calls first by ringing all the available agents.(Our setting is on "Ring All Available Agents")(My connect timeout setting is :15 seconds. ) Currently, when the number of callers increases, the behavior assigns each caller in the queue to a 'different agent', regardless of wait time of the caller. (Ex. 3 agents and 3 callers with a wait time at 5min, 2min, 1min; each one is assigned to an agent.) When some calls are answered and others not, this causes some callers hold time to increase dramatically, as the 'assigned agent' stepped away for whatever the reason. ISSUE: That call is continuously ringing that agents phone, becoming "stuck", when the call volume is greater than the number of logged in agents. Not rotating to other agents. Again, when the number of callers increases, the phone system will assign out each caller to 'different agents'. Not ringing the oldest caller to "all available agents". At times, this has caused some callers wait time to increase unbeknownst the agent who is now working on something else. SOLUTION: We prefer calls to "ring available agents" until the oldest one is answered. Then, the next oldest call in the queue rings. Therefore, the calls are answer in the order they are received. This was the way we had it for many years. We would like to add this setting as an option back to our phone system. Why? People generally do more than one task at work, not just answer the phone. Sometimes, they answer calls and questions, or do other tasks. Wearing different hats, so to speak. Or, agents need to step away to the bathroom, take a few extra moments to finish the previous call, and take a lunch. When they get up, or get called on for even a question, they won't always log out, or even remember to. Or, they may get pulled to help with something else. As is the nature of business. Thank you you for your consideration to add this feature back. Thank you for your time.TravisThinking3 years agoNew Contributor1.2KViews0likes3CommentsBluetooth Issues
I have used this app for a year now. The entire time being connected to an external bluetooth headset. It will no longer work with any headset. I have tried getting three different headsets, uninstalling and reinstalling, resetting my cell phone, and attempting to change the phone type while on the call from handset to bluetooth. Nothing is working. I can use the headset on my cell phone on personal calls just fine. I can hear the ringtone in my headset for GoToConnect but cannot answer the phone. Nor can I use it after answering the phone regularly. Is this something any has come across or has any other idea on how I can remedy this situation? Any help is appreciated.S1Leanne3 years agoNew Contributor824Views0likes2CommentsWhat is a soft phone and why would I use one?
What is a soft phone and does it have any advantages over a desk phone?GoTo_FAQs3 years agoNew Contributor893Views0likes1CommentGoTo Desktop Application - Can't answer Call
Have one user with a applications only account that when she receives a call and tries to answer it with the Desktop application it goes to Voicemail, she can't answer it. Also can't make a call from the application it fails. I have uninstalled and reinstalled the application and I don't see anything wrong with her settings or profile. User gets the following message when trying to make a call. Any ideas? ThanksSolvedsuspectmc403 years agoNew Contributor2.8KViews0likes2CommentsCalls from GoToConnect being marked as SPAM RISK
Has anyone experienced calls from GTC being received by cellphone users and tagged as SPAM RISK. This is happening with greater regularity thanks to Stir-Shaken. Has anyone had any luck getting DN's un-tagged with the carriers? How did you do it?SteveWinter3 years agoNew Contributor914Views0likes1CommentConstant Dropped Phone Calls
We are an Accounting and Tax Firm and we are on hold up to 2 hours at a time with the IRS. I just had a staff member on hold, got ahold of someone and the call hung up with the agent 2 minutes in. This happens all the time. We have checked our internet, the devices and we cannot come up with a solution to the call drops. Is this a common occurrence with GoTo? Is there something that can be done? Software update or something. I have some very disgruntled employees.stlamy333 years agoNew Member1.1KViews0likes1CommentCall Waiting? Queue options?
If someone is logged in to GoToConnect to take queue calls from home, and they are on a queue call.. how can I prevent additional queue calls from coming in to that person when they're already on another call? The volume of the ringing from the new call coming in is so loud, it's impossible to hear the people we're already on the phones with and communicate well during the calls. I see no options for any type of call waiting to shut off, or any kind of option in the queue settings to not ring to someone already on a call. I appreciate any assistance and I apologize if I've missing something very simple. I am new to Jive/GoTo/etc. Thank you!tgibb3 years agoActive Contributor956Views0likes2CommentsWeighted queue
I use to be able to weight queues. This allowed a user in multiple queues to receive priority callers accordingly. For instance, our new patient coordinator had a queue and she was also in the receptionist queue. So when there were no callers in the new patient queue she would get calls waiting in the receptionist queue. I would like that feature back. Is there any work around that would accomplish this?SolvedKwilberschied3 years agoActive Contributor1KViews0likes1Comment