Multi-Device Queue Agents
Hello! Is it possible for one agent within a call queue to have multiple devices ring at once, but then have no devices ring when on an active call? I have a VoIP desk phone and the GoTo mobile app - when a queue caller comes in and I answer on the desk phone and another calls in, it consistently rings on the mobile app. Thanks in advance for any ideas you can share!brockandroll4 months agoNew Member227Views0likes1CommentHow do you block the pop up call window?
This is a relatively new addition which I'd rather turn off, if possible. Thank youSolvedKRepair4 months agoNew Member358Views0likes1CommentGoTo mobile app crash
Hi, I have a Xiaomi tablet with adroid version V 14. For a few days now, the GoTo mobile app has been opening and closing immediately. Both Android and the app are updated to the latest version available below is the error message from the app. I have already tried deleting data from the app and caching but the problem remains. From the error message it seems that there is a compatibility problem between the app and the functionality available on the android version. Do you have any suggestions on this? Hello and thank youSolvedAnima4 months agoActive Contributor884Views0likes9CommentsDial Plan - impact on "busy" and jumping to next node without call interrupting
Hi, I'm hoping to edit my dial plan so that: - the first call comes through (Caller #1) and is taken by Receiver #1 (Simple Dial to Receiver #1) - when a second call comes through (Caller #2), it doesn't interrupt Receiver #1 by seeing/hearing the call. They are "busy" as they're speaking with Caller #1. - Caller #2 goes straight through to Receiver #2 (Simple Dial to Receiver #2). Asking the chat bot, it suggested putting a "leave voicemail" node between, using "No greeting" and it then passes straight to Simple Dial Receiver #2.... BUT there is no output on the Leave voicemail node. How do others tackle this? I would have thought this is a standard request!KB74 months agoNew Member267Views0likes1CommentVM to Email Delay
Hello, We have noticed since last week (5/8) all voicemails that get turned into emails are just showing up this week, some delay'd as long as 4 days. None of them are showing transcription - says internal error. I did start a ticket for this but wanted to let everyone else to know since we were apparently the first ones to say anything, you might check to see if this is working for you. Because we are a medical office this delay is crazy and could cause some pt care issues for us. Here is an example, its still occurring today with about a 2-6 hour delay (top line of the screenshot) the others we just got, were from yesterday. Really hoping this gets fixed quickly. Its been an hour since I spoke to support and no acknowledgment yet on this issue from tier 3 - Voicemail to email-Case#20310341mkeaton5 months agoFrequent Contributor534Views0likes5CommentsUnique Call Queue Ring Strategy based on direct or transferred calls?
I am wondering if somehow, GoTo can be configured so that if I have a group of agents, I can have it ring all agents when their group is called direct or round-robin if a call is transferred to the group?ddemuth785 months agoActive Contributor412Views0likes3CommentsCVE-2018-1285 Apache log4net XML External Entity Vulnerability
********************************** EDIT1: 2024/05/06 DESPITE THE "SOLVED" MARKINGS THE VULNERABILITY REMAINS. DO NOT BE FOOLED BY GOTO! ********************************** Why is this ancient CVE from 2020 still present in latest (v2.2.28) GoToConnect Active Directory Connector software https://support.goto.com/connect/help/install-active-directory-connector-v2 ? C:\Program Files\Logmein\Active Directory Connector\log4net.DLL https://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2018-1285 https://nvd.nist.gov/vuln/detail/CVE-2018-1285 https://www.fortiguard.com/encyclopedia/endpoint-vuln/2705 I opened a ticket with support and they closed it because the developers "are working on it" 4 years later.... Is GoTo taking security seriously?SolvedHZO-GB5 months agoActive Contributor1.3KViews2likes7Commentswhich dial plan is in use
I'm a newbie and have inherited a my.jive.com PBX. I've been asked to route calls so they go to RON, then if not answered KARI, then if not answered KATHIE. They currently have 6 dial plans listed. I assume I can change this in the dial plan but how do I know which one is being used?Solvedshawnsbrain665 months agoNew Contributor561Views0likes3CommentsBug in text: Reassign phone number to a different Dial Plan has wrong extension.
If you have more than one dial plan, and you go to assign a phone number that is use on one dial plan to a different dial plan, it gives you this nice message: "Overwrite current assignment and assign to extension #xxxx". If you look at what screen is behind it, you can see that I am trying to assign the phone number to extension #1000, which is what should be in "#xxxx", but instead it shows the extension I am removing the phone number from (#1002). Obviously the programming is backwards. It would be better if the text said: "Extension #1002 is already using this phone number. [ ] Remove phone number from extension #1002 and assign to #1000." The confirmation checkbox dialog when you reassign a phone number that is already in use by a different dial plan has the wrong extension number in its text. See the attached screenshot. You can tell that the programming is just backwards for which extension number it is including in its prompt.Solveddgibby5 months agoActive Contributor394Views0likes1CommentBest Way to Weigh Calls/Setup Batting Order
Hi there, I'm looking for the best way to setup a dial plan in GoToConnect, that would allow priority to sales reps who are closing at a higher rate. Currently right now I have 3 separate call queues setup where I have the top agents in the first queue, followed by the 2nd, 3rd, etc. With some call eviction rules on, but it seems like there should be an easier or cleaner process for this. Anyone have any alternative suggestions or ides? Thank you for your help.ShieldZ5 months agoNew Member286Views0likes1Comment"Seen" calls become "unseen" again and again
Many times -- probably more than half the times -- when I restart GoTo Connect, one to a few calls is tagged as "unseen" even though I have clicked "Mark all as seen" on those same calls before. For example from this morning: There are two calls that I got two days ago. I marked them as seen on the day I got them. Yesterday, when I turned on my laptop and Connect reopened, both calls were tagged as unseen. I used Mark all as seen to remove the tags. Today, when I turned on my laptop and Connect reopened, both calls were again tagged as unseen. This has happened repeatedly since I began using Connect a little more than two months ago. It isn't always the same calls, but more often then not, there is some call or two -- I think rarely or never more than two -- that reverts to unseen after being seen. This is clearly about the smallest problem in existence, but anyhow a teeny tiny bit annoying and so here I am wondering if there's a way to get "seen" to stick. Thanks!jte5 months agoActive Contributor293Views0likes1CommentCall reports have a new look message
When accessing Call Reports I'm getting the message: Call reports have a new look This new call reports page has more KPIs, robust filters, and extra features for calls on your account. The data shown here is ready to filter and export. For historical data, visit the oldcall reports. After clicking on the 'Got It' button, I'm taken to the new Call Reports screen. When trying to access a call recording I get the message: Upgrade to access this feature Your GoTo license doesn’t include advanced interaction details. Upgrading to an Advanced Reporting or Contact Center license will give you access to this feature and more. Discover yourupgrade options Although I am able to access the old call reports portal, which is recording current calls and still has all of our call history, for how long? Will we be forced to upgrade or lose our call history? Will we be forced to upgrade, at some point, to utilize the Call Reports function? The old version of Call Reports is working well for us and, unless we have to upgrade, we'd rather not incur the cost to do so. Thank youWarren55 months agoActive Contributor1KViews1like11CommentsWebRTC create call
Hello, I have a question related to creating a call I did everything step by step https://developer.goto.com/guides/GoToConnect/17_HOW_makeAndReceiveCallsUsingDevicesAndCallsApi/ and after creating the device, the greetings message appears in the channel as described in the instructions, also after create device extensions it gives the status 201 for the extension number, but "make a call" still gives 409 errorFabio15 months agoNew Member257Views0likes1CommentOutgoing Caller ID shows Spam or suspected spam
Recently swapped to allowing calls to go from their actual DID and not the main number, now some numbers show as Spam even though the caller id is set to show our firm name. Any ideas to resolve? Thanks!pdxmunkel5 months agoNew Contributor292Views0likes2CommentsEnable Visual Call Parking in the Goto Desktop/Web App
I would like to enable the Visual Call Parking feature for my users to be able to park and retrieve parked calls from the desktop and web app. When I go to Settings >> Voice >> Calls >> Parked Calls, the toggle to turn this on is disabled, and it says "Your access to the visual call parking feature has been limited by your administrator." I am the administrator, and I can't find anywhere on the admin pages to enable this feature. The link under that message goes to https://support.goto.com/connect/help/how-do-i-use-call-parking where it talks about how to use the feature as a user, but there is no documentation for administrators on how to enable this feature for our users.joshbula5 months agoNew Contributor402Views0likes2CommentsWithdrawal from Card
Even though my Virtual Card has no limit, the balance was withdrawn from the card. I stopped using you for a long time. I do not want to use. Could you please refund the last withdrawn balance? I'm having trouble reaching you. I can't open a ticket. I do not know what will I do?ayhankaramancom6 months agoNew Contributor341Views0likes3CommentsSecond incoming call alert?
I just took over admin of our Goto PBX. I'm familiar with other systems and this one seems to be well thought out and pretty easy to work with. However, we have a call queue that has two people in it. One person for AM and one person for PM with no overlap. The idea of the call queue is so more incoming calls stack up behind the currently active call. But there does not seem to be any way to tell that a second call is holding in the queue. I don't know if we have the right add-on maybe? When I create a call queue I can only make a "basic" one. So, I don't have access to the analytics, etc., I cannot set Supervisor or Agent roles, etc. I just want to know if I am on the phone with Caller A, that Caller B is waiting on hold for me next - so I can cut my current call short or even answer the second call with the first going to hold? Been wracking my brain on this and the best I can see from the documentation and videos is that without the add-on for analytics there's not a way to see this in the softphone software. Any help or suggestions is appreciated. The only thing I can think of is to add extra extensions to each of us and point them at our cell phones, so we can see them ring if need be to know someone else is waiting. At a loss here, this seems like normal functionality whether you are in a call queue or not to see that someone else is trying to call you as well.SolvedcoryL6 months agoNew Member921Views0likes3CommentsSneaky pickle Go To
This is the way this company announces they are raising your cost. They state it is a reminder. There was no notification to begin with. We want to take this opportunity to remind you that your GoToConnect subscription will automatically be renewed for another month. As of your May renewal: The price for your GoToConnect plan will be 25.24 (plus applicable taxes). The price for your Standard Phone Numbers plan will be 3.77 (plus applicable taxes). To ensure you don’t experience a disruption in service, your account will be billed this renewal amount starting in May 2024. If you have any questions regarding these changes, please . Here you can find more information with an option to contact our GoTo Support team should you require. Once your renewal payment is processed you will receive an email containing your updated order information. Sincerely, GoTo Teamjcasciola6 months agoNew Contributor428Views0likes2CommentsContact Center - Agent Overview
Hello! Since last Thursday the Agent overview card isn't reflecting the calls waiting accurately. This is occurring for 1 queue we have, for all users. Is there anything we can do to "refresh" the queue? This ss was taken when only 13 callers were actually in the queue Its like its getting stuck, yet the longest call timer keeps going even if that call is no longer in the queue. Dealing with support on this will be a nightmare since I don't uses this queue myself and none of our users have time to sit with support for an hour to take screenshots. I'm really hoping that others have noticed this and there is something we can do to fix it? TY for taking a look!mkeaton6 months agoFrequent Contributor497Views0likes4CommentsCall Reports - Start Time vs. Answer Time
We are looking for a way to accurately determine the amount of time a caller spends on a call in freemium contact center. In call reports, Does 'Start Time' on a call directed to a queue equal the time the call was received by the PBX? Does 'Answer Time' equal the time the call is picked up by an agent? We aren't seeing a difference between these two elements in our reports. Is there a way to determine the length of time an agent spends with a caller compared to the length of time the caller spends total in the PBX when using this version of contact center?SolvedMike77296 months agoActive Contributor601Views0likes3CommentsFreemium Contact Center - What is the difference between an agent present & agent available
Looking for clear understanding of present and available in freemium contact center. More specifically, if agents are engaged on a call and not available, would this remove callers from the queue ifRemove callers when queue has no agents is set to remove callers? It seems inAllow new callers into empty queuean agent can be not available (on a call) but still be present so that new callers would be allowed into the queue. How is Remove callers when queue has no agentsdesigned to work? Are callers removed if agents are present and logged into the queue even though they are not available because they are on another call? Here is the wording for reference-From Admin Portal: Allow new callers into empty queue This setting controls how new callers are handled when no agents are available in the queue. Reject when no agents present Remove callers when queue has no agents This setting controls how existing callers are handled when no agents are available in the queue.SolvedMike77296 months agoActive Contributor545Views0likes2CommentsRingtone For Internal Calls (or Internal Directory Calls)
Hey, so I was trying to find out if its possible to set differnt ring tones for internal calls vs normal incoming/outgoing calls. I found some dicsussion on the Idea's side of the forums and they had soeme work aournds noted. So my first questions is, Is this still something GoTo doesn't support? If that answer is yes, then I was hoping someone could speak on the work around in this post: https://community.logmein.com/t5/GoTo-Connect-Community-Ideas/Differentiate-between-internal-and-external-calls/idi-p/297122 It mentions creating a directory and then somehow assigning a different ring tone to that directory but I can figure out how. I looked at the support pages and the nothing mentions the ringtone option. Any idea how to do that? Or if there any easier work around that would be amazing! Our old Toshiba system was able to do this so seems odd that its not a built in feature. Thank you in advance either way!Solvedmkeaton7 months agoFrequent Contributor684Views0likes2CommentsVoicemail Hack
Hello All, Just a word of caution to be sure to reset voicemail PINs. We had a client where a hacker pulled their main company phone number off their website, called their number in the middle of the night, waited for voicemail to come up, pressed *, and used the default PIN of 0000, which allowed him access to listen to the voicemails stored in the shared mailbox. There happened to be a message there from one of their customers and he took down the customer's info and contacted them the next morning, representing himself as an employee of our client, trying to sell them services via a CVS gift card. That made the person who was called suspicious enough to hang up and call the company directly. That same client let us know they heard from another firm that a similar thing had happened to them. I don't know if it's a wide-spread thing, but I had not heard of it before. I just wanted to let everyone know to remember to go back and check for default PINs on exposed mailboxes and reset them. Unfortunately, hackers will use any and every possible means of getting info to make scam calls! JohnPlexus_Tech7 months agoNew Contributor968Views0likes4CommentsVoicemail messages - accessing stored messages
Hello, I am just looking for some advice on where to find our voicemail messages on our GoTo connect service. We use it to forward voicemail messages to our organisation by e-mail, but would like to be able to access the original messages left on GoTo in the event we have any e-mail issues. At the moment, we do not have the Record / Store voicemail option on the admin panel activated, but if we did where we can find the voice messages stored? We do not have any handset associated with our GoTo connect service and access our voicemails through forwarded e-mails from GoTo connect. We did try activating the Record / Store voicemail option in order to use the following information on this linkhttps://support.goto.com/connect/help/goto-connect-voicemail-guidebut we did not have the admin 'phone' option on our admin panel as per the video -https://www.youtube.com/embed/eK9HoH0TC-g So I am not sure where to look. Any suggestions are welcome. RobbertRobbert20247 months agoNew Contributor692Views0likes1CommentGoTo cannot charge my credit card
GoTo cannot charge my credit cards and suspended my account. It happened after I purchased one more license. Changed the cards and banks.The bank told me that there has not beenany charging attemptson mycard. It's going on for three weeks now. GoTo $1 verification charge went through, no issues. And It's pending on my CC account.sssosedov7 months agoNew Contributor472Views0likes3CommentsGoTo Desktop App Issues
I have created a new user in our portal, assigned a new extension, and provisioned a phone for him. He has downloaded the Desktop and Mobile apps. The physical phone works fine and the mobile app works fine. When using the Desktop app, outgoing calls display "Calling...." and then it disappears and the call ends. Inbound calls show up but neither the Accept or Decline buttons are available. I have seen a couple of threads on here about this issue with no resolution. Is there a list of Settings required by GoTo for Windows 11 to be able to use the desktop app? I have used my own machine settings as a comparison but everything on his end seems to match what I have. Any assistance would be appreciated. Thanks.MattMcNeill7 months agoNew Contributor647Views0likes2CommentsBlocked invite emails .... What if there was a button?
When adding users, the GoTo sends an invite. Out of 172 people added to the system, only a few didn't receive the invite email. After a little troubleshooting on the user end, I asked the IT department to check and see why an employee didn't receive an email. Their response was the email server didn't see the email come in. I called GoTo customer support (I had to do this a few times), and each time they were able to fix the problem by releasing the email address from being blocked. I think the guy said it happened because out email server bounced the email back and once that happens, the GoTo system stops sending to that address. Anyway, I asked if they could see if any other users were blocked and the response was, sorry they would have it check it one user at a time. It would be nice it there was a button next to the invite button that would unblock the email. If this is added, it would eliminate my time involved in contacting customer support and customer supports time to do this. I'm thinking other users must be having this issue also. Thanksmarkf157507 months agoNew Contributor483Views0likes3CommentsGoTo Connect Voicemail-To-Email Delivery Problems With Office365
Hello, We use GoTo Connect for voicemail to e-mail. Last Thursday we stopped receiving e-mails with voice messages attached. We checked GoTo and calls were registered as coming in, but no e-mails with voicemail messages were being received. We changed the e-mail address to receive the e-mails with voice mail message from our company domain, Office 365 / Outlook, to gmail and the messages came through on the gmail account. On searching the Internet I found a post which advised the problem could be: "We currently use GoTo Connect and use a voicemail-to-email function for our shared voicemail boxes. It has been working really well until the last few days. In investigation these emails from noreply@voicemail.goto.com were not making it to our O365 Exchange environment. After reaching out to GoTo we kind of got the run around with tier 1 support but made it to tier 2 and found out that they are currently having an issue with some of their emails to O365 clients getting blocked by Microsoft. The support staff did not tell me if this is related to getting IPs blacklisted or what the specific details were but it was related to Microsoft Spam protection measures. However, these emails were not appearing in message traces or quarantine so they did not even make it to our client environment. GoTo said they are working on solving this issue. I spoke with the re-seller/contractor we worked with when we implemented the system and they said they another customer this week having the same issue with Fax-2-Email from GoTo Connect as well. If there are any other GoTo customers on here just wanted to give you the FYI in case you are seeing a similar issue. So far we have only found 3 examples of this issue out of probably 100 voicemail-2-email transactions. Kinda stinks because GoTo Connect doesn’t have a really easy or visual way to listen to shared voicemail box messages and the configuration for these boxes were in delete after send so we lost those voicemails and had some unhappy customers. Hopefully this helps others. Have a great rest of the week." Has anybody else encountered such problems, or found any solutions? Regards, RobbertRobbert20247 months agoNew Contributor861Views0likes1CommentGroup Text.
Is there a way to create a group text in which the recipients do not see each other's phone numbers?Chris497 months agoNew Contributor437Views0likes3CommentsPost Location API throws INVALID_ACCOUNT_KEY
Hi, Was struggling to get my POST API to create location/phone go through it as I'm always getting " INVALID_ACCOUNT_KEY" even though I'm passing one which I got from the "https://api.getgo.com/admin/rest/v1/me". Request : URI -https://api.goto.com/voice-admin/v1/locations Payload : { "name":"xxx", "address":{ "line1":"xxx", "line2":"", "city":"xx", "state":"xx", "postalCode":"xx", "country":"xx" }, "accountKey":"5680xxxx5842069" } Can someone please help me here?.nameisbk7 months agoNew Member255Views0likes1CommentVoicemails aren't showing up on the app
When we receive voicemails, we are only receiving an email notification with the voicemail attached, but we want to receive and listen to the voicemail on the GoTo app as well. How can we listen and see any voicemails on the mobile app?SolvedPepHealth7 months agoNew Contributor1KViews0likes7CommentsUsing the dial pad during a call
When using the GoToApp within chrome I am not seeing a way to enter responses during a call. When you call an automated service and it requests you to hit 1 for english I am unable to pull up the dial pad to enter a response.RDChambers7 months agoNew Member943Views0likes4CommentsLack of Communication
Hello! I am going to vent a little here... Last week GoTo rolled out some analytics enhancements for call backs. I got the email about it but when I went to look for it, it was missing (2/21). Call support, spent 1 hour on the phone, my ticket was assigned to some random persons email so I never got any updates. Called in again today to get updates.. come to find out (if this is even true.. ) that the call back analytics was removed, since it didn't work or "was still in beta" then why was it rolled out with a check it out email? You guys can communicate one way but not the other. Why not say hey oops this is not working so we removed it (so you wont see it anymore), instead leaving me to contact support and let them stumble though trying to figure it out, because tier 1 know zero about it. Also this morning I got a pop up in Firefox telling me about the NEW MSG inbox! Nice ok .. well that thing barely works and it only shows up in one browser (Firefox) its missing from Edge and Chrome. I tried to tell support this and I go the same "this is also in beta". Can anyone tell me if this is the case? I can see the analytics callback options in Edge, but not Chome or Firefox. I can see the new text msg inbox in Firefox but not Chrome or Edge. Thank you for any insight you can providemkeaton7 months agoFrequent Contributor539Views1like2CommentsPort numbers to another service; Has anyone successfully accomplished this?
We need to move 3 numbers (out of 144 total) to another provider. We've provided our account number and the PIN provided by GoTo support to the new provider. They have gone back and forth with Bandwidth.com several times with no luck. Each time the request is denied due to either a bad account number or a bad PIN. We've gotten the GoTo Numbers team involved and they have reset the PIN a few times. We've even had the new provider call the "port-out" team directly. Once again it failed due to an incorrect PIN. This situation has gone on for weeks. Nobody at GoTo can provide us with the proper PIN. I'm looking for any insight.SolvedTimRoop8 months agoActive Contributor1.2KViews0likes4CommentsSoftphone dialing URL for external applications
I’m most interested in a URL dialing string for making calls from GoTo. Examples of these values from other systems are: rcapp://r/call?number=[PhoneNumber] (Ring Central) callto:[PhoneNumber] (Teams) skype:[PhoneNumber]?call (Skype) Could GoTo provide this for the softphone to dial from other applications on the PC?Solvedjarancio8 months agoActive Contributor1.1KViews0likes11CommentsCall keeps ringing after being rejected within call queue
User is a in call queue that rings all agents. When they receive a call but are in a meeting, they try to reject the call on the computer (Windows 10 Pro GoTo Web Client) so it stops ringing. However the line just keeps ringing after hitting reject no matter how many times it's pressed. We've compared it to other call queues and the settings look to be all the same on both. Any ideas what may cause this?MBraun8 months agoActive Contributor745Views0likes3CommentsEmail to Text
We have some services that can't send out SMS but we want users to receive an SMS message via SMTP email. Most carriers have an SMS gateway that you can use (e.g. Verizon is@vtext.com). I can't seem to find any documentation on it, is this something that GoTo Connect offers?Solvedwater18 months agoActive Contributor640Views0likes2CommentsIntegração da GoTo Connect com o Python.
Olá, estou tendo dificuldades para realizar a conexão da GoTo Connect API com o Python para a realização de chamadas telefônicas pela web. Gostaria de um exemplo de integração do Python com essa API. Agradeço antecipadamente.Robson18 months agoNew Member281Views0likes1CommentPhone lines not working on weekends
Hello, I've noticed an unusual issue with our phone lines. From Monday to Friday, they operate without any problems. However, on Saturdays and Sundays, there's a complete silence when calls are made to our lines. There's no ringing, no sound from the dialer, absolutely nothing. Interestingly, texts sent to the phone line are working fine. Could you provide some guidance on how to resolve this? Thank you.WFI8 months agoActive Contributor383Views0likes1Comment