Recent Discussions
Display the contact name instead of called from number
Hello, I received this incredible message from support: Thank you for your feedback. I have received feedback from colleagues. Unfortunately, the app is not able to display an external phone number as a contact instead of a number. Unfortunately the application is not yet able to identify the incoming phone number, only the internal one (the number within the PBX network). I'm sorry, if you would like to get in touch with our development team regarding this, please write to us on our community page. Selling Phone Cloud that is unable to display a contact instead of a number? I have few words to show my incomprehension. My first mobile phone could do that, I think yours too. and nobody wants that? I do not believe that. Sales staff in Germany have not been available for 1 week. When I call the German headquarters, the tape of the answering machine tells me it is full? Does goto still exist as a company?
Route only internal calls or transfers to a number per extension
I am wondering if there is a way for GoTo Connect to differentiate between internal and external calls a route to a unique number depending on the source? I have a scenario where I want calls coming into one of our DID's from external sources routed to one number and all internal calls to that DID (or Ext) routed to a different number. Is this possible?
Yealink T54W with an EXP50
Situation: The EXP50 displays "Welcome Loading...Please Wait" and never does anything. I did a Google search and found that it is a firmware issue. I uploaded firmware 96.86.254.850, and the EXP50 worked briefly before the phone reverted back to the previous firmware, which I assume is a GoTo Connect setting. I did submit a case on this exact issue, but there are no other case notes on what support did to fix it, and it is now impacting other users with the same exact setup. Has anyone else experienced this issue, and what needs to be done to resolve it?
Auto Hang up phones when another call comes in.
Any know the fix for this issue? I have users calling out to customers they are in a ring group, while they are making a call if someone else calls that ring group that out going call gets hung up on and the newest call notification is shown. Seems like a tricky notification setting.
Status questions - Available when logged out & Away allows calls to ring through
Hello, We are very new to GoTo Connect. We've discovered a couple of oddities and I am wondering if there are work arounds. I've looked through the admin portal and combed the help sections online, even reached to our Onboarding contact, but I don't see a fix, explanation or workaround. Maybe I just missed it. Using the Teams plug-in, the status will be available (green) even though the user has closed Teams, quit both the Teams and GoTo for Teams plugin app within the Windows 10 System Tray. Shouldn't it show the status as offline? A user chose an Away status so she could go to lunch, but calls rang through. Seems like Away status would go straight to voicemail. I gave Kudos to one of the other discussions/suggestions about overriding the "Calendar Event" status. We rely heavily on the phone statuses to know who is online and who is not. Specially with everyone's hybrid schedules. Thank you.Receiving Hundreds of Spam Calls
Hello, We currently use GoTo Connect Contact Center for our call center and have been receiving hundreds of robo-calls/spam calls each month from different phone numbers each time they call. Most of our call center staff have reported that these calls are silent each time they answer the call, when they attempt a call back (per our policy) they get a person on the other line who has no idea that their number was used to call us. Due to the nature of our center, we cannot have 'auto-attendants' setup and it would be painstaking to add call filters for each number due to the types of calls we receive (sometimes life-threatening emergencies) that require immediate contact with the person calling into our center. We've reported the issue to the Federal Trade Commission and listed all of our numbers on the National Do Not Call Registry but we've had no success so far. Does anyone else have this issue and does GoTo Connect have a plan to reduce this issue with other companies? Thanks!
Disable follow-up on Resolve
Hello all! Thanks in Advance. We have many members getting upset about the automatic follow-up text when we RESOLVE a text thread connected to an issue. Some of our Members text us several times a day. When the Nerds resolve a thread, the system sends a follow-up asking for a rating of 1 thumbs up or 2 thumbs down. Where do I turn this off?!?!?! Thanks! Leo
GoTo Calls Force Active Application Change
Our call center is complaining that the 'new' GoTo app has negatively impacted their work flow. When a user is in another application, such as email or clinical software typing notes, an incoming call will force GoTo to be the active screen, therefore causing the active window to change. The user then has to switch back to the window they were in to finish recording notes or changing information in a patients record. This happens frequently and all of our users are extremely frustrated with this 'new and improved' product. So much so, that we are looking at alternative solutions to the GoTo software. What is GoTo doing to prevent their software from changing the active window and prevent this from happening. Users should not be forced to lose valuable time because GoTo wants to be in the forefront every time a call comes in.
