Recent Discussions
Blank Quick Dial Windows App
Over the last month or so, we have had an intermittent problem with the quick dial in the Windows application when receiving phone calls (both internal and external). When the call comes in the quick dial pops up and rings, but there is no phone number or options to answer the call. The call can be answered on the cellphone app, but not on the Windows app. The next call we receive works fine and we are able to answer the call with the Windows application. Any suggestions for fixing this intermittent problem?
Call Reports - Missed/Sent to VM incoming
I have been asked to run reports for our customer service group and when I run a 30 report it shows that they did not miss any incoming external calls. Out of over 4K incoming/outgoing calls to the selected users not one incoming was missed. Am I doing something wrong on the report? StephenNo number shown of incoming calls when diverted to voicemail
Hi, I set up an out of hours voicemail message for our organisation and when doing a check to see that it works, we found that there is no record left of the incoming call. We need a record of those calls so that we can follow up when we open. Can someone please advise if there is a way of recording the out of office incoming phone numbers? Thanks.
Pop 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!!!Bluetooth 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.
Voicemail
We have clients that let us know that it is not really possible to leave a voicemail if someone is actively using the line already, because our staff member is on the phone with someone or someone else is trying to leave a message. I think it can get pretty frustrating for clients because the line is always coming up as “busy” and they are unable to leave a message. Is thereany way around this? I know typically with our regular work lines someone can leave a message if you are not available, even if you are on another call.
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!
