Ring Groups in Contact list
Currently we have a number of ring groups set up as part of different call queues. Internally we want to be able to transfer phone calls to one of these ring groups but they don't show up as contacts within the goto app. It only shows users as contacts, is there a way to get the ring groups to also show as contacts.mattr_CAVAL7 months agoActive ContributorReviewed by moderator422Views1like1CommentRing tone distinctions
We have two companies but the same staff to handle customer calls for each company. It would be great if we could set each 800 number to a different ring tone on everyone's phone so that they can recognize which company's 800 number is being called audibly and answer the phone with the appropriate company's greeting.logician20002 years agoActive ContributorInvestigating1.4KViews4likes5CommentsCompatibility with Apple Watch - Calls Ring on Watch
I'd really like compatibility with Apple Watch that would allow for calls to ring through on my watch. I like to keep my phone silent and use my watch to only important notifications during the work day, but I miss calls through GoTo because the notification/ring doesn't come through on my watch as it does with standard calls.ks66 months agoActive ContributorReviewed by moderator975Views3likes3CommentsCall Park On Mobile App Icon
Many users that work in offices are not at their desks so it would be nice if you could assign a call park/call park retrieve icon in the app. This is a feature that RingCentral and several other hosted providers have on their mobile apps. I know you can dial a code but dialing *37+the park location is very cumbersome.Brad_H5 months agoActive ContributorInvestigating978Views2likes4CommentsWallboard Privacy Settings
Wallboard Links should only be accessible by all logged in users/agents if allowed. When creating a wallboard add a privacy option, I imagine private/public toggle would be the only options needed. Private meaning supervisor only and public is viewable by all agents.methodtech10 months agoActive ContributorReviewed by moderator647Views1like2CommentsActivate Out of Office voicemail at predetermined time
Hello, For the out of office voicemails my users are requesting the ability to set a predetermined time for it to become active. Example: User A is going on vacation in 1 week and sets up an out of office voicemail, then marks it to be enabled on the day they are on vacation and disables the day they return. Currently they only have the ability to do it the day of.aberger2 years agoActive ContributorReviewed by moderator1.1KViews3likes2CommentsCall transcription
I have several clients interested in call transcription. They are using other VOIP services in the market with this function. Please reply to this post if you think that this a function that will be good for you too.WLC2 months agoActive ContributorDelivered868Views2likes5CommentsSwapping Out a device's hardware
On the legacy PBX, you could easily swap out or remove a device's assigned hardware by going to the Device profile, clicking the Hardware tab, and accessing a drop down menu. This is useful for when a customer wants to change the model of phone, change to softphone only, or if the phone is having issues and it is more convenient to swap the phone out for the same model and troubleshoot it or request an RMA later. This is useful because then I do not have to go in and redo the Button Configuration on the new hardware, saving time for me and more importantly the end user. I do not see a way to do this on the new system at all. I can change the model if when programming I accidentally put the wrong model in, but I cannot remove or change the MAC address. There is also no indication that my Button Configuration will be saved and applied as best as possible to the new hardware like the legacy PBX does. This feature is convenient and should be carried over from the legacy PBX if it hasn't already.Blake_Eckert2 years agoActive ContributorReviewed by moderator916Views2likes2CommentsInbound Caller ID
If we create a contact, it would be nice for the inbound caller ID to match the contact's name when displaying who calls on the phone and in the app. Example: Contact: John Doe Cell Phone Number: 999-555-1212 When John Doe calls me, it would be nice for the caller id to display John Doe instead of Wireless Caller.jstrittmatter4 months agoActive ContributorInvestigating694Views1like3CommentsAuto text message signatures
It would be really helpful if we could have auto signatures after text messages allowing the one getting the text to know the individual that sent the message, as well as for admin office members to be able to read who send the text message if there were any questions on it.aspirecare232 years agoActive ContributorReviewed by moderator754Views2likes1CommentDelete a Contact Center skill
We need to be able to delete skills from Contact Center. Apparently this isn't even something GoTo engineers can accomplish on the backend. What happens if we create a new skill, and mistype it? What about test skills that are only used once? Some skills may be created on the fly to handle certain scenarios, then never used again. Please add support for this feature to your development cycle.LS-GoTo3 months agoActive ContributorReviewed by moderator721Views2likes3CommentsReal Time Calls in Progress
Please add the ability to see phone calls currently in progress in real time, along with details. Would like to see when someone is on an active call including the other number, duration, etc. The ability to end the call would be a nice bonus. Had this ability with a previous VOIP system and was surprised not to find it here.jc72 years agoActive ContributorReviewed by moderator1.1KViews3likes2CommentsAbility to insert in PBX Button Configuration
If I have a sidecar or phone sorted alphabetically and I want to add a new line, I have to add it then rearrange the others so I can put it in the correct spot. Adding the ability to insert a line in between two of the current lines would keep them in the desired order.tekstar2 years agoActive ContributorReviewed by moderator953Views3likes2CommentsAverage Wait Time Widget
Currently their is a widget for the longest wait time but not one for the average wait time. There are reports available for this but we have a wallboard up to make sure anyone can at a glance see what the queues look like. We have some higher up management freak out over thinking that longest wait time was the average so we have removed that widget from our view. I think this is a widget that would be utilized by quite a large number of companies that use the wallboard feature currently.Lzmatthews12 months agoActive ContributorInvestigating1.1KViews1like5CommentsExporting PBX Data
We need to have the ability to export all of the tables that are found in the PBX to a CSV file. The button exists in the "Users" tab, but is not found anywhere else. Someone within my company just asked me if I could provide a list of phone numbers and where they are routed to and I am simply unable to accomplish that task. I desperately need this function at least in the "Phone Numbers" tab of the PBX.Rpayne2 years agoActive ContributorDelivered611Views1like1CommentThe ability to forward sent text messages
We are requesting a feature update by GoTo developers to be able to forward texts sent for compliance purposes.jmeyer4 days agoActive ContributorDelivered2.1KViews3likes9CommentsDesktop and Mobile Application presence or awareness status
Have the Desktop and Mobile applications report presence or awareness status When the users are logged in on their desktop or mobile applications, report on the PBX that the "device" is online. When the users are logged in on their desktop or mobile applications and are on the phone using their extension, report to the system their presence for accurate speeddial with presence identification. As a business partner we deal with a number of different size clients and many clients that have softphone only extensions. When setting up the softphone only users, the PBX defines a device for the user. The issue comes up when: 1) the customer sees these extensions as offline/unavailable lines in the PBX 2) the physical phones or side cars that are setup with all users that have an extension on the system. They are defined as "SpeedDial with Presence"; however, because these are softphones, they do not report to the users when the individuals are actually available or when they are on their phones.JZeh8 months agoActive ContributorReviewed by moderator1.1KViews3likes1CommentReactions to Messages
It would be nice if there was a way to react to messages using the app emotes, like thumbs up, smile, etc., similarly to other communication apps. It could be also very helpful in large groups to generate polls and different interactions.BrunoMarini1310 months agoActive ContributorReviewed by moderator399Views1like1CommentAdd the delete option back to the GoTo desktop app.
The current version of the GoTo desktop app GoTO 0.305.0 3.31.0 removed the delete option from the Recent activity section in the left pane under Phone. I'd like to see that option added back.J11152 years agoActive ContributorReviewed by moderator589Views2likes1CommentCustomize Email to fax access codes
Hello to All, I would like to add angle brackets ([]) to my fax access codes. As it stands, access codes are autogenerated and not customizable. I can make it easier for my end users by prepending the access code to outbound emails on my email server. However, angle brackets are added. Here is an example of what shows on the subject line of the prepended emails: [123456789]Fax Name This is automatically rejected due to the brackets. Another idea perhaps is to update the code to start with the length of the array to be 9, if index[0] of the dataset is not equal to (0-9) than use index[1]-[9]. Elseuse index[0]-[8]. Another option would be to allow access codes to become optionable and allow us to create a list of users who would be able to send virtual fax. Here is the thing, I am now giving end users an extra step using access codes to send virtual faxes via Goto. Please let me know if this is feasible.hmaynard2 years agoActive ContributorInvestigating969Views2likes2CommentsCall Reports - External Calls Answered Metric
Within the call reports, it would be nice to have a metric that summarizes External Calls Answered for each user. We review the call reports on a semi-daily basis and currently filtering External vs. Internal calls amongst co-workers is a cumbersome and manual task.CoastalOne10 months agoActive ContributorReviewed by moderator559Views1like1CommentHistorical view of SMS messages
We need enable functionality to the MESSAGES button in the GOTO PC APP to provide a historical view of SMS messages. This button when currently pressed only provides the opportunity to craft a new message NOT see old messages/conversations as do all message apps today, its universal. If you press the VM button it takes you to the previous VM activity (makes sense) This is the same function the Messages button should display along with the option to create. 99% of the screen should show the message history and the 1% should simply have a + button that = create new message. As it stands now, you have to click the activity to view old SMS messages along with all the noise of incoming and outgoing calls.JiveMan2 years agoActive ContributorReviewed by moderator821Views2likes1CommentPriority Queues/Weighted queues
Hi, I would like the feature of a priority queue where you can have one or two people signed in and receive all calls. Then have another queue that ONLY receives calls if the first queue people are on a call. Even nicer if we could say wait 20 sec then flow into the 2nd queue. What is now happening we have to watch to see when calls are waiting and then pick up the call without being signed in. This is then showing the calls as abandoned when they were actually answered outside the queue and I can no longer tell how many calls are truly abandoned. Thanks, RochelleRochelle2 years agoActive ContributorReviewed by moderator905Views2likes2CommentsGoto App Activity Call times
I like to make a suggestion to the App Care Community/Developer to change the word yesterday to actually show the date & time of the call. Likewise with previous dates, instead of just the date please also include the time of the call as this is useful for quality checking.Healthox2 years agoActive ContributorNew430Views2likes0CommentsVoicemail Notification on mobile app
Is there a way to make your phone make a noise when a voicemail if left like when you get an email? I have all my notifications turned on for the GoTo app and there is no noise that plays to let you know that a voicemail was left. It would be great to differentiate between "Silent this device" for receiving calls but still being able to receive a sound notification when a voicemail is left if you want to monitor a voicemail box. I know we can turn on voicemail to email but sometimes there is a delay between when the message was left and when the email hits their voicemail box depending on their email settings and filters.M_Adams2 months agoContributorDelivered981Views2likes4CommentsThe ability to label a chat with multiple members
How do I label a chat with multiple members and add it to my favorites? Just like when you create a chat with a single person you are able to hit the star on the top right corner so that you can place it on the favorites also the chat takes the name of the person on your contact list. Well if I want to create a group text I would like to add it to the favorites list just like I am able to do it with a single person, and also have some way to label the chat the same way a single person chat is able to adopt the name of the person being text or for me to call it anything to reference the chat and the people in it ( HLA Members) or whatever else. Right now I am not able to do this and therefore is a pain trying to locate who is in what chat or the company member's that I am chatting with, I am having to search by opening every single chat so that I can find who, when and why I texted them.bmfdiclawus2 years agoActive ContributorReviewed by moderator1.3KViews2likes3CommentsOption to Delete/Hide Call Recordings
HI, We are using goto connect from last 1 year and we have about 80 lines. We are facing major issue with Goto Connect recordings. Below are some suggestions to improve your product. 1. There should be some option to delete or hide the call recordings. 2. There should be a role specific option where one should be able to see call records of specific team members aligned to him instead of all members in the account.ankurbakshi2 years agoActive ContributorReviewed by moderator957Views2likes2CommentsAuto-Answer Inbound Calls
This is pretty standard across other providers (RingCentral for instance). Currently, all inbound calls must be manually answered by the agent. First, this sometimes causes issues as the system won't let the agent answer the call, then it gets stuck or routed to another agent, which is not ideal. We need to balance calls as much as possible. Second, it would save a couple of seconds for the agent as the incoming call would be automatically answered.alejandromachad10 months agoActive ContributorReviewed by moderator661Views1like1CommentAgent Screen Recording
Agent screen recording would be very useful in the QA of agents. This allows not only to hear a call through a recording, but also have a visual of what the agent did during that call.alejandromachad2 years agoActive ContributorReviewed by moderator645Views1like1CommentIphone app ability to text under Contacts
Desktop app, under Contracts you have the ability to call or text your contract (and it shows the call and text icons). On the iphone app, under Contracts you only have the ability to Call (and call icon) but no ability to text (no text icon) available. I text my clients daily and really need that function on my iphone app.contractorsmark2 years agoActive ContributorDelivered1.9KViews2likes2CommentsHead phones
Hi There, I have been using Go To Connect for several months in order to work from home and loved not having a phone at my ear all day. Last week I had an issue with people not being able to hear me and was not able to keep any of my appointments as IT tried to figure it out. After hours of working on it, they read something about headphones or blue tooth required to use the program which was strange as I have never used either. I didn't see any notifications about the change in advance. either. I now have headphones but liked not having to use them since I am doing different things and it requires me to put them on, take them off, put them on take them off throughout the day. Long story short, I would like to be able to choose whether to use headphones or not since everyones work day is different. Other than that I enjoy using the program immensely.sonriser2 years agoActive ContributorDeclined712Views1like2CommentsContact Center Analytics - Outgoing Calls
Currently any time a user checks the group/shared VM and/or pauses/un-pauses themselves it counts as an outgoing call, skewing the users call data. Just asking to simply change this to something else so we can get accurate data on the calls actually being made.mkeaton2 years agoFrequent ContributorReviewed by moderator693Views1like2CommentsMore Scheduling Features
It would be nice to have some of the following options built in to scheduling. Also, not reduced to a week but able to schedule for any day or time in the future. It would be beneficial to be able to setup hold music in blocks of time over the course of the year. We have a client that has promotions that play during the hold music and would like the ability to schedule these over time. It would be beneficial to also be able to create a schedule in which we can set for on-call schedules over the course of time. basically like this: 1. If March 27, 2023 at 9PM start [action]until March 28, 2023 at 7AM and/or until next block of time starts with a change to that same base [action] occurs. [actions] : set hold music, set external number, set whatever elseNCITEKyle2 years agoActive ContributorReviewed by moderator720Views1like2CommentsAutomatic User Provisioning in Azure
Please look into improving your Azure SSO offering to include Automatic User Provisioning via SCIM, including role assignments via SAML claims. This would simplify our on and off-boarding processes.LS-GoTo2 years agoActive ContributorReviewed by moderator656Views1like1CommentRestrict Text Messages to Business Hours
We need an option to restrict SMS messaging to business hours only. Having our small team constantly responding to texts 24/7 is unhealthy and is taking a toll on their ability to serve our customers.CavemanSecurity9 months agoActive ContributorInvestigating749Views1like2CommentsThe ability to export list of extensions as CSV file
Hello, I would like to request that admins be able to export lists of users, extensions, and phone numbers as CSV files directly from the admin console. This would be useful in many ways for admins.thinker12 years agoActive ContributorDelivered952Views1like2CommentsIntelligent Call Back feature
The activation of the call back feature for customers exist in the settings menu, but it is now misleading following a recent upgrade. It seems hard code has been added that requires agents to be unavailable within a queue for 15 minutes before the call back feature is enabled. Additionally, the call back feature does not begin with the first caller, but after 10 callers. This feature is now totally useless for my company and I can't imagine very many companies focused on customer experience that are going to find it useful. If there was a need to add such elements to a feature, it seems it could have been added as an option within the call back feature area. One of the major reasons my company purchased GoTo software was because of the call back feature we could offer and control. Now, I have been forced to create ACD's in my dial plans that give callers the option and, based on their response, loop them back to the queue to wait or forward them to voicemail. This works but it concerns me the feature was changed without notice and because I don't understand the use of it now.timcrews2 years agoActive Contributor1.4KViews1like8CommentsEnhanced Call Center Reporting
In a future update, could the data we can export about calls include the percentages of call outcomes and total number of calls, number handled, evicted, etc., , as well as similar for agent specific exports? I see that a PDF export is coming soon so maybe it is in the works with that but I would love to see it already calculated in an excel export.zambonispice2 years agoActive ContributorReviewed by moderator696Views1like1CommentAnaylytics - Hold Times by Agent
We would like to see how long the agent is putting callers on hold. Seems fairly straight forward.mkeaton2 years agoFrequent ContributorReviewed by moderator621Views1like1CommentAdd call control on headsets
Staff is not able to receive calls from their headset when using the softphone. This limits their ability to perform tasks away from their monitor in order to accept or make a call. I understand security concerns are prohibiting this functionality. Are there any tools available to mitigate this issue and to allow call control?JT53652 months agoActive ContributorDelivered3.2KViews1like20CommentsNotification sounds for messages
Problem: I have a great team and we love the internal messaging system in GoTo Connect, but sometimes my team doesn't know that they received a message for 30 minutes. Solution: I would love to see a patch that made a ding or something when my team or I received a message so that we could have timely communication on a call that has come in.Fullfunk5 months agoActive ContributorReviewed by moderator1.2KViews1like5CommentsElgato Stream Deck plugin
I work from home and use GoTo to answer work calls. I have a stream deck and it would be nice to have some dedicated buttons. An answer phone call button, mute,hold, and transfer buttons dedicated in front of me would be great.OutdoorAdam6 months agoActive ContributorReviewed by moderator1.1KViews1like3CommentsExport Dial Plans to Flow Chart
It really would be great to have an "Export" option or something for Dial Plans that would create a diagram or flow chart that shows the call routing. It would be really convenient to share with Management or users that aren't Super Users or Admins. It's fine to just say "take a screenshot of the dial plan" but the issue is that the arrows / lines connecting each step in the dial plan are often hidden behind different boxes and you can't really tell exactly where things are coming or going, and if you have a very large or in-depth dial plan, you have to be zoomed out to even see the entire dial plan and then at that point you wouldn't be able to read the details of extensions / names, etc. It sure would save a lot of time to not have to build the dial plan in your system and then also create the flow chart in Visio or something else. Thank you.tgibb2 years agoActive ContributorReviewed by moderator718Views1like1CommentSelectable Caller ID on outbound calls within app
We have local telephone numbers in multiple provinces across Canada. If I am calling a BC customer I should be able to easily select my outbound number display by a dropdown and show my BC number rather than my Toronto number (the same way that I can if I am sending a SMS message). Presently, one has to go into the PBX admin and select the default outbound caller ID - not user friendly for someone who is not an admin or even is an admin and needs to make this change multiple times in a day.bruceraymer2 years agoActive ContributorAccepted2.1KViews1like1CommentExport admin "lists" to CSV (devices, extensions, DIDs)
Please add capability to CSV export the data that shows on the various list screens in Goto Admin, so it can be used for reviews, inventory, external reporting, etc. During implementation your people were able to send us exports from the Jive "back end" system.jmeredith2 years agoActive ContributorReviewed by moderator876Views1like1CommentAdding Users and Devices to a Location at the same time
It would be convenient if when adding a User to a Location, there was an option to add the assigned device at the same time, and vice versa.Blake_Eckert2 years agoActive ContributorReviewed by moderator601Views1like1CommentHubSpot CRM Integration GoToConnect
Had a client with 25 locations that uses HubSpot CRM call and ask if we integrate. Well no we don't, but GoToWebinar does. How about making this happen?MountainComm5 months agoActive ContributorReviewed by moderator1.7KViews1like3CommentsAdd a dial plan ext with speed dial button
On the legacy portal you are able to program dial plan ext as a speed dial key. On the new admin portal they do not show up when trying to program a speed dial key. This needs to be fixed ASAP pleaseM_Adams2 years agoContributorReviewed by moderator914Views1like3Comments