Make it easier to hang up!
When I am on the GoTo phone app, particularly on my computer, I am frequently multi-tasking, or looking something up relating to the call I'm on. When I'm done with the call, by that time the GoTo App, and the phone window are no longer on top and visible on my screen. I can find the GoTo Icon on the task bar and click it, but this does not bring up the phone window. I have to click on the phone tab and then find the current call on the screen and click that, and then I am able to hang up the phone, but IDEALLY when I bring the GoTo app back up, the current call should be immediately visible and noticeable on the screen so I can hang up. This is a subtle User Experience issue, and not necssarily easy to fix programmatically, because it's not a technically a "bug", but it would go a long way to make the app more pleasant to use. It's embarrasing when you are done with a call and have said "goodbye", and can't find a way to hang up the phone!RickAtKnowWare8 months agoActive Contributor496Views0likes2CommentsNew contact update
How are companies recommended to organize shared contacts with locations in different states and different customer basis? Also would be useful to be able to turn this off in admin. Currently having users adding contacts freely and messing up other branch locations contacts. Would be super useful to be able to import contacts based of locations only in admin. Same thing with contacts internally would be incredibly helpful to split up contacts off location and be able to select from softphone. In a company of roughly 200 users I have a quarter using the desktop application because it seems limited on how it can assist workflow.SolvedBradyhed108 months agoActive Contributor533Views0likes3CommentsGetting a texting number from GOTO
This might be a dumb question But I am currently trying to set up texting from our Admin account and we registered what we needed to on our admin side and I can now give access to users to text which I could not previously. The issue I run into the majority of our numbers are landline numbers is there a way to add numbers and select the option of being able to text from that number that I am ordering on GOTOs . Or do i need to buy a number that is able to receive texts and port it over. Thank youSolvedBradyhed108 months agoActive Contributor471Views0likes1CommentIdentifying Calls
Hi, I just want to ask if there'sa way to identify where a call came from? We have 2 hotline numbers and we want our support line to identify where our client called or what number they dialed upon receiving the call or during live call.Solvedt0nsk19 months agoNew Contributor522Views0likes2CommentsCall Park lights not working for some Yealink T33G phones
Hello is anybody encountering Call Park buttons not working, as in Label shows a gray X for example Park1 and BLF lights do not turn on, but you can still park and retrieve calls from the parking lot? This seems to be an intermittent issue and only happens on some phones. The lights are confirmed to be working correctly though for the phones affected.itmo8889 months agoNew Member333Views0likes1CommentDesktop App call is not working
Hi, I have two concern regarding goto app. Can someone answer to below questions? I am trying to call using latest desktop app(macOs) when i hit dial button, it says connecting and after few seconds it get disappeared and nothing happens. Can anybody tell me whats the issue? Can we block NON US number for outgoing calls? Thanks, Adnanlyitshot9 months agoNew Member476Views0likes1CommentMass export of Call Recordings
For legal reasons we need to have our recordings saved so we can go back to them and listen to calls as needed. Now it looks like they are deleted after 13 months. I have set it up so recordings moving forward are saved on Amazon AWS, but I need all the past recordings for the last 13 months, if not all recordings since we started using gotoconnect. The only way to save the recordings is to download them one by one. To do this we would need to hire a full time employee to go through recordings and download them one by one, which is expensive and inefficient. There needs to be a way to do an export of, at the very least, a full day of recordings. Is there any way to do this?ryanbb9 months agoNew Contributor467Views0likes3CommentsChat Que - Shared Inbox
Hello! Hoping for some help /guidance - I wanted to review a text I have just "resolved" in the chat que. When I go to the Messages section It shows all of my chat que texts but it doesn't show any of the conversation. at the bottom of the window it has a msg: That link "open shared inbox" goes to nothing, it reloads the page and takes me to the home page or phone section. Doesn't go to an inbox of any kind. I found a support page for it but it sounds like this inbox is for another product? We only have Contact Center. Basically I resolved a conversation before it should have been ( wanted to tell them it was the wrong # since we don't actually use texting I usually just resolve everything and muscle memory kicked in). I cant find a copy of that resolved text anywhere to reopen it or respond to it after the fact. And I cant respond to it from my own msg section because of that inbox msg is blocking me from sending a msg. I CAN see the initial text on the cell phone app, but not on the desktop app or website (which is what I'm using). On the website you can only see the phone # but none of the conversation. Any idea how to get to a resolved msg after the fact or UN-resolve it and respond? Any idea why that shared inbox link goes to nothingness? I'm guessing I missed something in the set up but looking at it I dont see any options to create a shared inbox or assign it to the chat q. And lastly.. if the chat q has a schedule set to be always closed.. should text msgs still be dropping in the queue? because they are and that seems odd that I have to resolve chats that are still landing in the que if our text schedule is set to closed all hours. Sorry for all the questions, no rush, appreciate your help!!Solvedmkeaton9 months agoFrequent Contributor917Views0likes5CommentsGo To Connect Consultant
We moved our phones over to Go To Connect and it is very complicated to manage for our team. The un-integrated jive administration makes this very challenging, time consuming and a waste of time. We are currently looking at other providers like Ring Central and excited for the new Google phone platform. In the meantime, we need to call, text, route and make phone calls across 7 different facilities in the US. Is anyone on here interested in a consulting opportunity to manage our Go To system for the time being and possibly migrate us to a different system once we stabilize the current sh*t show? Please contact us at 1-833-787-3427 and ask to speak with Lexis. Thank you, LexisSolventDirect9 months agoNew Member202Views0likes0CommentsCamera is OFF even when camera status is ON in preview window.
Steps: 1. Launched Goto connect app. 2. entered meeting id clicked on join. 3. camera mic preview window appeared. 4. changed status of camera to ON. 5. clicked on start my session button. 6. goto connect meeting screen appeared and camera is OFF when it supposed to be ON. Note: This issue observed in some 2 machines out of 7 machines.Sidhu9 months agoNew Contributor1.1KViews0likes8CommentsSending Fax from the App
Hello! Saw this in the whats new section, reviewed the support page... doesn't seem to exist yet? Also with the fax section, is there no way to search for a fax? Mark them all as read? We have 5K + faxes in there and no way to mark them all so that number will always be useless. Per the support page: a. doesn't seem to exist I checked the app and website both don't have this ability. Other issues.. can't select multiple faxes and download them all at once. I'm wondering if GoTo doesn't realize that some of us use faxing a TON. We are a medical office, medical uses faxing for just about everything. We see 100 faxes a day. What if someone says "hey i faxed you on 11/23"? can I find that fax? Not without scrolling for daaaaays. Am I missing something?? I must be missing something.mkeaton10 months agoFrequent Contributor839Views0likes4CommentsWeb Chat Questions.
As we have spoken, some messages in GoTo web chat are failing to send. Will this happen if in case the client logs out or closes the Wicked web page in the middle of a conversation? or is this an issue on our website? Also, currently, we can't see conversations that were marked as "Resolved". Is this a user permissions thing?WFI10 months agoActive Contributor483Views0likes3CommentsCreate an msi installer that will install and update GoTo Connect without the need for admin rights
The current msi installer for GoTo is extremely inconvenient and downright useless. When you distribute the msi to install it, it installs fine. But when it updates, it requires admin rights to update. What regular users have admin rights in any environment? The only way to install the desktop app without the need for admin rights is to use an exe file on one user at a time which is extremely inconvenient. I have never seen an msi file so useless in my life. PLEASE make an msi file that actually works properly! Edit: You guys have made it impossible to install GoTo Connect correctly with the msi file you provide currentlyoceanguy12310 months agoNew Contributor869Views0likes5CommentsContact Center Hold Music
Hello! I'm not sure if this is intended or I'm not looking in the correct place.. I have updated our phone system to Holiday tunes.. however the Contact Center hold music hasn't changed. Is the Contact Center hold music not changeable? I couldn't find anything to say one way or the other on the support site. If not would be nice to be able to match the hold music to the rest of the phone system. And if it is a thing please let me know where to make this change as its not in the same place as the phone system hold music. I tried to call support sat on hold for 15 minutes then they couldn't hear me on their side.. so trying here before I try calling them back again. Thank you in advance!Solvedmkeaton10 months agoFrequent Contributor639Views0likes3CommentsPop Up on inbound calls
How do I make it so that my tech people can see all calls coming in for extensions 1 and 2? Right now, one of my employees says hes not getting it popping up on his phone but he does on his computer. How can I make it so that he sees inbound calls going on the app on his phone? Thanks!WFI10 months agoActive Contributor429Views0likes1CommentWeb Chat Alert
Right now if someone writes us on our live chat, we only see it if we click on 'Contact Center', there also isn't any indication that there is a message there . Is there a way to show an alert similar to when someone messages us via text there is a red circle that appears on the 'messaging' bar with the number of messages unread.WFI10 months agoActive Contributor308Views0likes1CommentNo Email for new account
Hello, We had a member who had an old email, we changed it, then she was logged out and couldn't login. So, I deleted her account, and re-created her account with the new login; however, shes not getting the email to login and set a new password... any idea? It's for "rica" in our account. ThanksWFI10 months agoActive Contributor336Views0likes2CommentsImport Contacts using CSV
I had this thread created before and answer was in it, but when you archive stuff, other people like myself cannot go back and review it, seems wasteful, mark it as resolved so everyone can benefit from it. Again, 9 months later, I need to import CSVs again, how do i do this within the system? Thanks.SolvedWFI10 months agoActive Contributor547Views0likes2CommentsZoho CRM Integration
Hello everyone! We are testing the integration between GoTo Conenct and Zoho CRM and apparently there are great difficulties in answering and making calls through the CRM. We have already done everything step by step indicated in the documentation: https://support.goto.com/connect/help/how-do-i-integrate-with-unified-zoho After configuring everything on both sides, when trying to make a call through the CRM, a popup appears that appears as "Connecting" for an indefinite period of time. (removed link for privacy - GlennD) After a while, the following error appears: https://workdrive.obrasonline.com.br/external/file/78y3b57511bc384a24038ad878c0aa4e4a623 Just point out that the GoTo Connect SoftPhone is working normally, we are having an integration problem. The first thing we tried was talking to Zoho support, but they told us that it was an error on GoTo Connect's side. I'm running out of ideas on what we can do to resolve this. Does anyone have any ideas about? Thank you very much for your attention! Best regards, Andres Santosandres2ripoll10 months agoNew Member570Views0likes2CommentsAdmin - Removing Contacts from the "Company" contacts in the app
Hello! Wondering if there is a way to do this.. I have multiple people and extensions I want to omit from the company contact list that everyone see's in the app on the users end. So far Ive tried "extension overview" and "People" - that has an option to omit from directory, but apparently these are not the same thing? What directory and I omitting the user from? Also one of the users I want to omit doesn't have an extension.. I also searched the support page but that only gave me options to remove the user like they were terminated. Here is an example.. Connie works for a 3rd party, so normal users don't need to see her on the list, there is only an email for her, she doesn't have an extension. So on the end user app it looks like this: On the Admin side under "people " section > users I can find her but no options to remove her from the contacts.I also checked extension overview, she doesn't have an extension so that didn't work. I want to remove others that are desk phones no one sits at like our interpreter line. I basically want to ability to have some control over what the employees are seeing in the app, to clean it up and make it more user friendly without the bloat. Possible? TLDR: Are there any admin options to remove erroneous numbers from the company contacts everyone else sees in the app? Thank you for any help in advance! And if this isn't a thing maybe someone ( KateG /wave!!) can move my post to the "Ideas" forum.mkeaton10 months agoFrequent Contributor698Views0likes4Commentsemail address in Messages
Hi, I had to do a chat with a tech support person and was using the Messaging feature of the GoTo computer app. Every time I tried to include my email address in the text, I got the error "Failed to send". I eventually figured out that it was the email address and tried xxx which went through. Then I had to explain to the tech on the other end how to turn it back into an email address. Is this a know issue? Is there a better way to avoid the problem? Thanks, David. moderator edit: removed personal infoDSchell10 months agoNew Contributor528Views0likes3Comments- WFI10 months agoActive Contributor348Views0likes1Comment
Detailed call reports
Hi, We are desperately trying to get call reports to tell is how a caller is routed through our auto-attendant, who picks up in the call group and how long the caller has to wait before there is an answer. Has anyone figured out how to get this amount of detail? Thanks, IanIan-54110 months agoNew Member344Views0likes1CommentAbility to Assign Multiple Devices to one User
In the legacy Jive system, the admin could program up to five devices per User or extension number. Since the migration to the new GoTo platform, you now have to create a Stand Alone device and use hot desking. We can not use hotdesking, since we lock our configuration on each device once setup, to block updates from overwriting the secondary line or pbx we have programmed into each device. GoTo can allow multiple devices per user, but you have to call customer service for them to allow. Can you please add this capability back into the admin portal? Thanks, PhilSolvedpzeller11 months agoNew Contributor929Views0likes2CommentsPop ups and Notifications for calls
Hello Community, I am hoping that posting this will either enlighten me on how to disable these pop ups or provide a support solution. Users at our clinic use their desk phones and also use the contact center to see calls in the queue, wrap up times, and all that. even if the app shows that I have my desk phone selected the website app will notify me with 2 pops ups that there is a call coming in. I don't want it to pop up anything as i am not using the softphone, its very distracting. I had at one point contacted support for this and there was no resolution to the issue so I can only assume that it was made to function this way or its a bug. This is what I'm logged in as, for the desk phone, not the soft phone & not the mobile app. Here are the pop ups that I don't need to see (or HEAR the ringing is super loud), since I have the desk phone ringing.. The 3rd pop up was the desktop app that I had open (didn't realize it) but that means that the desktop app also is notifying me. If we block pop ups we break the wrap up window. If I put myself on DND or set my self offline on the website my DESK PHONE calls GoTo VM - and I get zero calls to my desk phone. If anyone has any suggestions please let me know! Users need to keep the website open to view the contact center and provide pause reasons so closing that window does fix it, however not the solution for our situation. Hopefully this is something simple that we just haven't figured out. Thank you for any help on this!!!mkeaton11 months agoFrequent Contributor1KViews0likes3CommentsCall Analytics Update. New Fields?
I see the Call Analytics Queue Caller export has changed. Will there be an update to the documentation for the changes? The current support article does not reflect the changes. Several fields have been added to the queue caller grouped by data report. This presents an issue for anyone who regularly exports the data and then uses Excel to pull reports. If there could be some notification of these changes as well as the updated documentation when the changes take place, that would be extremely helpful. An example: previously, there were only 9 columns of data, and now there are 26. Previously, there was a column labeled "Average time in queue (s)," and in the new export, it does not exist, but I assume was renamed to "Average speed of answer (s)". Just providing a heads-up of the upcoming changes would be appreciated.Solvedjstrittmatter11 months agoActive Contributor867Views0likes5CommentsCannot select GoTo as the default for TEL links
Hello all! We're running (mostly) Windows 11 machines at our organization. We are trying to make it so we can use the TEL protocol to click-to-call out of websites. However, when I go in to change the default apps, GoTo just isn't listed at all. I know it's installed, I use it daily. Has anybody ever run into this before?Solvedkthompson8711 months agoNew Member505Views0likes1CommentBrowser Softphone Dial feature not ringing to desk phone
I have a single user that is not able to pickup calls dialed out via the browser softphone on their desk phone. Their desk phone doesn't even show a call being made so it's like the softphone and the desk phone are not connected. Anyone else experience this before?ddemuth7811 months agoActive Contributor255Views0likes0Comments"Call Reports" Accuracy
We rely heavily on data from these reports, they have never been the most accurate but recently a change was made and now every RING on the outbound call is listed as a separate call. I would report this via phone to support however I don't have a couple hours today to spare. I can provide thousands of examples, heck I could provide real time examples! Im not sure how no one has noticed or maybe they did? The Contact Center Analytic are also current broken when using the call back feature so no reporting right now is accurate. This is all the same call recorded as 4 outgoing calls: From To Queue Name Start Time Start Time (local) Answer Time Answer Time (local) End Time End Time (local) Duration Disposition Direction Mayra Vargas(120) 1503890**** 2023-09-19T18:57:18.944Z 2023-09-19T11:57:18.944 PDT 2023-09-19T18:57:35.626Z 2023-09-19T11:57:35.626 PDT 2023-09-19T19:03:19.551Z 2023-09-19T12:03:19.551 PDT 344 16 OUTBOUND Mayra Vargas(120) 1503890**** 2023-09-19T18:56:42.603Z 2023-09-19T11:56:42.603 PDT --:--:-- --:--:-- 2023-09-19T18:57:18.643Z 2023-09-19T11:57:18.643 PDT 0 16 OUTBOUND Mayra Vargas(120) 1503890**** 2023-09-19T18:56:06.267Z 2023-09-19T11:56:06.267 PDT --:--:-- --:--:-- 2023-09-19T18:56:42.305Z 2023-09-19T11:56:42.305 PDT 0 16 OUTBOUND Mayra Vargas(120) 1503890**** 2023-09-19T18:55:29.794Z 2023-09-19T11:55:29.794 PDT --:--:-- --:--:-- 2023-09-19T18:56:05.833Z 2023-09-19T11:56:05.833 PDT 0 16 OUTBOUNDmkeaton11 months agoFrequent Contributor881Views1like5CommentsReal-Time Talk Time Inaccuracies in Call Queues?
Hi there! Just wanted to see if this is a known bug/issue. Sorry to be a problem child :^) Two users have noticed inaccuracies in how the live call queue talk metrics are shown. User 1: His "Talk Time" Metric remains at0:00 until he is no longer in a call, at which point the timer starts counting until he picks up another call. It then resets to 0:00 upon picking up the other call. This is the case in his client view for other users in the same queue, their time stays at 0:00 until they are not in a call. At first, I thought maybe this was by "design" to see who has been available and for how long, until I got to the second user. User 2: Same idea, but his live metrics don't start counting at all either way.When he would hop on a call, his timer would bold and stay at 0:00, and then unbold, and still remain at 0:00 when off the call. Platform: Windows - Up to date Softphone - Up to date Steps: View live Queue activity as an assigned user. Encounters: Today is the first I hear of this issue. 2 users affected so far. I'm having them both just restart their desktops whenever they have the time in case a restart fixes it, but I figured it's a bug worth mentioning. It may be a small detail in the grand scheme of things, but it's a useful one.alexnuno11 months agoActive Contributor754Views0likes4CommentsRestrict Provision Re-Sync to Off Hours?
Hi everyone! I've been trying to find out if there's a way to get reprovisioning restricted to off-hours. I had a scenario earlier today where we experienced a traffic spike that was noticeable to end users. After digging around, it seems like 25+ desktop phones decided to reprovision at the exact same time, seemingly causing this disruption. On top of this, we have many desktops that daisy chains through desk phones as well, and seemingly were affected. While this only caused a couple of minutes of end-user panic and then subsided, I'd rather avoid it altogether if possible. After poking around the administrative dashboard, there doesn't seem to be any option for scheduled, reprovisions, or the like. But maybe I missed it somewhere? Or there is an obscure way of doing this? Has anyone had success setting up this sort of configuration? Provisioning only during off hours? Thanks in advance!Solvedalexnuno11 months agoActive Contributor1KViews0likes5CommentsLive Q and A for GoTo Connect Admins - Ask questions and share your feedback.
From Dial Plans to Call Queues, our training team has you covered! Join GoTo's live Q&A for admins and ask about features, best practices, or share feedback. We currently offer multiple times per week, Register Here! Note: This Q&A covers the new GoTo Admin only, not the legacy Jive PBXGlennD11 months agoGoTo Manager675Views1like0CommentsGoTo Connect Client 4.2.1 prompting for update, will not update
I'm currently running GoTo 0.415.0 4.2.1 (64-bit Machine Wide installer) on my Windows 10 laptop. Starting last week, I saw a notice in the client that an update was available - despite clicking on the prompt, closing & restarting the app, and rebooting the computer, the message persists. I see that 4.2.1 is also the latest version available for download. Additionally - my client has started closing on its own, and I find I need to manually re-launch it two or three times a day. This began about a day after the update notice appeared, but may or may not be related. No error messages are displayed or reasons for the app to not update / restart are given, it just seems to be stuck trying to update itself and failing. Co-Workers have reported the same issue in our internal chat.SolvedGJSchaller11 months agoActive Contributor939Views0likes3CommentsURL scheme for GoTo app on iOS
What is the new url scheme for the goto app on iOS? I'd like to generate a webclip that will directly open a meeting to a specific room. the old one gotomeeting:// tries to open the gotomeeting application. Thanks, WmSolvedWMC12 months agoNew Contributor3.8KViews0likes9CommentsOutgoing Desktop/Web App Calls redirect to Desk Phone/Mobile Device
Hi there! Currently have myself and a user who are experiencing this issue. When we try to dial out to anyone on the desktop app, the call is then redirected (flipped?) to either our Desk Phone, and/or Mobile phone. The redirect makes it seem like our target number is calling US, and when we pick up, it begins to dial the intended recipient. I can't find any setting, or option that may be doing this and this practically defeats the purpose of the Desktop App. Has anyone seen this before? And how did you fix it if so? The GoTo App is up to date and I tried both the new soft phone and old one. This also happens on the web version of GoTo. Thanks!Solvedalexnuno12 months agoActive Contributor1.2KViews0likes2CommentsDesk phone no longer rings for Queue calls
Prior to the last update we had users whose Desk Phone would ring at the same time as their Soft Phone when they received a call in Queue. These users were logged into the queue via their Soft Phones only. Some of our agents prefer the Desk Phones and others the Soft Phones so all stations have both. Desk Phones are Yealink T54W, Soft Phonev4.2.1 Those who used the Soft Phones had a quick backup in case they had any problem with their headsets, they could just pick up a Hard Phone handset to answer a queue call. After the update, both phones appear to ring for direct calls to their extension, but not when the call comes in via a call queue. Was something updated that changed this behavior?nateneb12 months agoNew Contributor694Views0likes3CommentsClosed Caption Telephones
Has anyone successfully used a Closed Caption telephone with Go To Connect? We are a senior living community. All of our Staff phones are VOIP phones, while all of our residents use analog phones routed through GrandStream analog gateways. There is a huge desire among residents to have closed caption phones for those that are hard of hearing. The CapTel 2400i appears to be an VOIP phone, while the CapTel 840 is an analog only phone. Does Go To Connect pass through the Closed Captioning services on these phones or even a different model?SolvedRickHamell12 months agoActive Contributor958Views0likes4CommentsUpdate deleted info needed
The recent updated removed the message that shows if the text message I'm sending is the first one sent to a phone number. This is very important to know if I have sent a customer a previous text and when. My entire job relies on sending reminder text messages to our customers. If they are sent more than one in a certain timeframe, they get pissed off and we loose the customer. PLEASE bring back the 'First contact' message in the box under the phone number.Tracy11382 years agoNew Member448Views0likes1CommentGoto Connect hooking up ear piece
So this is probably a ear piece support setting but we use a lot of the poly products the one I use is a poly savi 820 and when making calls in GOTO and when I am on all call and another rings in I cannot hear the person who I am on the call with. I think use headset buttons setting is one of the best updates we have had in GOTO but this is a feature that makes receiving calls through headsets almost impossible unless having the user in a call queue. has anyone seen this issue?Bradyhed102 years agoActive Contributor378Views0likes1CommentCall Queue Ring Strategy
When a ring strategy references the past 24 hours, is that a rolling 24-hour period or just a day? We are using the "Fewest Sent to Agent" ring strategy. We have agents close to the end of their shift, and when new agents log in, the ones at the end receive the calls instead of those that have just logged in.jstrittmatter2 years agoActive Contributor778Views0likes3CommentsCloud Night Mode Button
I am currently running a Panasonic PBX and in the middle of a change-over to cloud PBX. Currently I have a night mode button on all my phones that immediately runs my night mode and forwards out calls. It does run on a schedule, but there is some wiggle room built into that schedule for life inevitably happening. We run the schedule from 1130-8a and Close at 11 and open at 6am, but they button allows us to transfer and walk away. I cannot come up with something similar on a Poly/Cloud phones. One button on all 12 of my phones that will immediately forwards all 25 of our lines out to our night service, and it is a universal button for all the devices. Is there something similar with cloud services, or maybe a workaround that will accomplish the same task?SolvedKCTAdmin2 years agoNew Contributor683Views0likes1CommentHow to properly assign an existing device to a new user?
Hello all - I've had issues with swapping phones(and same extension/direct dial) from users who have left the company, to new users. For example, I want a new user Jimmy, to be able to use Katie's old phone and phone number. Katie's user profile/device etc is all still in the database. I'd want to purge Katie from the database, and transfer the phone over (make a new user) for Jimmy. Can someone walk me through the correct order of operations here? I've had issues where the old phone user name shows up, or the phone just wont work with the new extension. Thanks.SolvedRwine2 years agoNew Member764Views0likes1Comment