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Two new GoTo Connect Features Launched in June: AI Receptionist Language & Accent Support, and GoTo Mobile Contact Center Agent Access
2 MIN READ We’re excited to announce two major updates that're now live: AI Receptionist Language & Accent Support and GoTo Mobile: CC Agent Support. Read on for details about how these features could unlock ne...
Recent Discussions
GoTo Mobile App - Delay on incoming calls
Our team is having issues with the GoTo mobile app (on both Android and iOS), there seems to be a delay on incoming calls to our ring group (compared to our desk phones, and soft phones) in the office, where the desk phone and soft phone ring immediately, but the app doesn't register an incoming call until sometimes 10-15 seconds later. I don't know that it's a consistent amount of delay each time a call comes in when I'm working from home and exclusively using the GoTo app to answer calls, but I've missed a decent number of calls due to it. Sometimes it will show up on our desk phone immediately, and then 10-15 seonds later it'll show up on our app, and sometimes it only shows up on the GoTo app for a split-second and then shows up as a missed call (or doesn't show up at all) and then we click on the GoTo app and then it shows up as a missed call. I'm not sure that it's a known issue, but has anyone else had this same issue?
Favorites missing, wont load
Good afternoon, My favorites list does not load or appear on my desktop app for windows 11 or in chrome browser for softphone use. Im running Version 4.16.0 and have not made any changes to app or account. i have restarted computer, logged out and back in. it also will not load the company contacts either. any assistance on this?
Caller ID while on the phone.
Hi I have a customer who says their phones don't show caller ID while they're on the phone. I just tested it myself and noticed it does the same for me. Is there a setting we can change? I could have swore that the phones used to show caller ID when I was on the phone. Thanks for anyone's help.Any audio alerts for incoming call after number of rings?
Trying to find out if there Goto features to help with this situation: retail sales counter with multiple shared phones, when an incoming call is not answered after 8 rings the agents are hoping the yealink phones can change to a faster / more urgent ringtone.
GoTo Mobile App: Delayed Ringing or Doesn't Ring At All
We primarily utilize Yealink phones in our GoTo Connect setup, but we've encouraged our users to also use the GoTo Mobile app for answering calls to their lines when away from their desks or working remotely. There is a problem however where calls will not consistently show up as ringing in the GoTo Mobile App on cell phones. There is often a delay, and sometimes that delay is so long that the GoTo Mobile App doesn't ring at all and the call is missed. There is no delay on the desk phone, and there is no delay on the GoTo Desktop app, it's just the mobile app that operates inconsistently and often has a variable delay before it rings to the point where it might not ring at all because the delay was too long. It seems to be worse on some peoples' phones than others. Uninstalling and reinstalling the mobile app doesn't seem to have any effect. What's going on here? What can be done about this? At the moment, we can't really rely on the mobile app for answering calls which poses some serious issues for us since we've set up systems that rely on the ability to answer calls via the mobile app.PBX Admin going away completely? -- Issues with GoTo Admin that are only resolvable in PBX.
We utilize Yealink phones along with our GoTo Connect implementation. To effectively manage these phones we utilize BOTH GoTo Admin and the PBX Administration interfaces. There doesn't appear to be any way to achieve certain functionality in just the GoTo Connect interface. To explain our use case: We often have to offboard users and onboard new users later on. Before we deactivate a user, we need to then change the phone to a non-user phone temporarily (Licensed as a standalone device) and then when we set it up for the next user, change it back to a user licensed device. This is to preserve the button configuration on the phone and allow the phone to remain usable until a new person is designated to sit at that desk. There doesn't appear to be any way to do this in GoTo Admin, once a phone is Standalone you can't assign it to a user; but this can be accomplished by going through several steps in both the PBX Admin and the GoTo Admin interfaces together. Simply deactivating a user and later reassigning a phone in GoTo Admin can be tricky too because the phone will end up wiping out its button configuration, which should be maintained for the next person and is a hassle to have to set up again. Is there some way we can in the GoTo Admin switch phones from being Standalone Licensed and User Licensed? There appears to be no way to do this currently at least as far as I can see, and once the PBX Admin is deprecated we will no longer have this functionality and it will affect our flow for offboarding and onboarding users. If this is simply not possible is there some other method we should be using to offboard and later onboard users? We need to deactivate user accounts so they no longer have access to the GoTo Mobile app on their phones (which also a separate issue - access doesn't get removed unless they specifically close the mobile app on their phones), but we need to maintain their desk phones as usable with their extensions (potentially forwarded to another extension) until a new person is hired to sit in that desk. We also would much prefer that the button configuration on a phone doesn't get wiped out during this process. What's the solution here if the PBX Admin interface is no longer accessible?
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