Recent Discussions
Call Analytics - Agent Availity
Is there a report I can pull that will breakdown an agent's day by date and time within a specific date range? I need to be able to view when agents are late from lunch, breaks, etc. but the current analytic view is limited and only allows you to view day by day and you have to hover over the graph to see this. None of the exportable reports show this information.Contact Center - Agent Declining Calls
Is there a way for an admin or supervisor to tell in the reporting if an agent has DECLINED a call? On the agent's personal call history under "Phone" it will show incoming call, missed call, declined call, etc. But I see no options for this in the reporting. How can I tell when an agent has declined a call other than watching it happen live?
Issues with SMS Compliance texting number processing
Unfortunately 5 of our 48 numbers with texting permissions are stuck in "In progress" so the users with those numbers haven't been able to text at all and I haven't been able to get this resolved with GoTo support. I just keep getting told that the issue has been escalated and that a supervisor will contact me. I get zero ETA or commitment to when this will be resolved. I just have to have faith but after not being called back on this I am beginning to lose faith. If I add texting permissions to other numbers they are processed in around a half hour but these five are still stuck and I have no idea if or when they will be. It's really frustrating and doesn't really look good for GoTo support.
Forwarding calls w/ ring group
For some reason when I enable call forwarding (*72) I need to have my first step on the dial plan be a direct line. If I do a ring group first the calls just go through like normal without forwarding the calls. We have a ring service we use during lunch hours, and need to enable call forwarding when we're on lunch. Not sure why it needs to be a direct line to make forwarding work.
Billing Case Update
Anyone noticed a lack of responses here lately? Spent 1 hour and 4 minutes on the phone the other day, was told there would be a follow up once the finance department correct my invoice for February for an extension added that was added erroneously. Yet, nothing, and now the bill is going overdue. Anyone from GoTo able to help resolve this case? 21209803
Gotoconnect Analytics
Hello Team, For some reason I can't pull missed call reports based on the queue or direct extensions or sometimes even direct users I tried all the filters available on the new view to pull the missed call per rep report but unfortunately I could not get any data the classic view had it not sure what happened !!
SMS Compliance taking over 30 days
It has now been over 30 days since I've registered for the SMS Compliance and we're still waiting to be vetted. According to GoTo, the process should have been completed in 5-10 business days. I haven't been able to respond to my clients via text which has been very disruptive to my business. Considering we don't use SMS for any marketing campaigns and only for B2B communications, this process and regulation is completely ridiculous. I am beyond frustrated.GoTo Connect -- Inconsistent Incoming Paging Display Name Errors
What am I missing? New employee UserA has been assigned phone (all are Yealink T54W's) previously assigned to ex-employee UserB. When UserA pages UserC, UserC sees the correct, current name of UserA. However, when UserA pages UserD, UserD sees the incorrect, old name of UserB. Issue seems to be(??) with recipient devices C and D, as they are showing different results. All naming settings appear correct in devices and extensions for new UserA. Is there a setting somewhere that effects the display name for incoming pages to a user/device/extension?
Virtual Fax settings
Hi, I want to store the faxes received on my GoTo Connect virtual fax number directly in Google Cloud Storage.I have enabled a virtual fax number in GoTo Connect and attempted to fetch faxes in the cloud, but it did not work. Do I need to enable storage within GoTo Mail for this to work? Additionally, the "Receiving" settings ask for an email ID. Is an email ID necessary if I want to store data directly in Google Cloud?
