Recent Discussions
GoToConnect Verified SMS/Voice Capabiites
The GoToConnect platform is lagging behind many other platforms in terms of implementation of technologies like: Verified Calls or Verified SMS. This technology is obviously building on the capabilities of the Stir-Shaken Protocol for messaging/voice verification. GoTo Connect's partner Bandwidth supports much of these capabilities already as indicated here. Does anyone know if GoTo Connect will be expanding capabilities to support this sort of technology in the near future?
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
