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SMS Detail Reporting Capabilities
My compliance department is requesting capabilities to download a report of the detail conversations in SMS on a quarterly basis. The only reporting capabilities show the date/name of user/phone number but do not actually show the text message details. This would be helpful when doing the quarterly review instead of spot checking. Anyone else find this inability frustrating from a compliance side?
Phones shutting off
In the old portal, licenses were assigned to the device. We could easily change the assigned uer, or extension, something we do everyday, quickly and with out service disrruption to the device. In the new PBX, licenses are assigned to the user. Every time I am asked to change the user, the phone shuts off. I am having to aks our customers to unplug then plug back in the phone. This is terrible. If someone can explain the process that will allow us to change user, extensions, or primary and secondary, whatever that is, so the phone does not shut off, We would greatly appreciate it.
Notification for Email Domains Ending up in Bounce Filter
Hi! I don't know if anyone else has been having this problem, but I have run into a time or two where my company emails are getting caught in Goto's bounce filter without any notification. This results in my centers going a significant amount of time without realizing that they are not receiving voicemails being sent over from their phones. I'd love if there was a system in place that could notify us if any of our emails end up in the bounce filter. Maybe an automated call or a secondary email that could be set to receive these notifications? Maybe the system could scan for email domains, like Company.com? Essentially, we have optical departments that have phones in phone groups that ring but when staff are busy helping in-office patients callers end up leaving voicemails for staff to handle at a later time. I have voicemails set to delete off the phones as they transfer to email to avoid voicemail boxes filling up (the whole reason for this setup). I have had about 2-3 emails end up in the bounce filter for being undeliverable for a moment (not sure why) and Goto's system immediately blacklists that email. I have no idea this happens or that there is even an issue until enough patients complain to staff, and staff find enough time to tell me. My last email to trip this situation went unnoticed for almost 4 months! I know my staff should have caught this sooner, but it can be hard to tell there is a problem when you are working through high volumes of voicemails. You really only notice when you reach the end, and no other voicemails have arrived in the past day or so. Searched for issues similar to this and haven't found any topics like this, so I figured I would bring it up.
pop out dialer behaving strange
when im using the pop out dialer and the phone rings and someone else picks it up, the dailer drop down menu opens up... it never used to do this. also, when i am on the phone and a call comes in and someone else picks it up, it does the same thing. an additional thing that happens is when im on the phone and an incoming call comes in, it makes my volume drop on the current call im on. it also drops the volume of the current call once the phone call is picked up by a coworker. it never used to do this. im not sure what i can do to stop this as it is very distracting and im missing parts of sentences from my customers when on the phone with them when the volume drops. we are very busy so this drop down pops up hundreds of times a day after a call answered and audio is dropping out every time a call comes in and and is answered by coworker. if the is a setting or solution to this, please advise. i also hold out on installing updates as there is always something new to deal with.
Find me/Follow me tab issues
This post has 2 issues in the same area of the admin portal Issue 1: The "More Option" drop down doesn't make ay sense. It should always be showing. Its just more clicking that I have to do that really isn't necessary. The drop down options should simply always be showing. Issue 2: When I go to type in an external number, It requires me to put in a + sign. After I do that, the box grays out and i have to click in the field again to start typing the actual number. This is very annoying and slows me down and is again, more clicking than necessary.
3 way call
I want to submit this as a feature enhancement request- A GTC customer takes crisis calls from the surrounding communities they service and if need be they may have to transfer them to the local 911 center…. What they don’t want to do is put that original caller on hold that is in crisis while they try to get the 911 center on the line.. They state is requiring them to NOT put the call on hold it wasn’t possible for even a brief hold. Is this a feature that can be added?
Outbound Caller ID probems
We have had our GoToConnect telephone number for about 6 months. Our caller ID always said our business name, Probate & More. Recently, several clients have indicated that our caller ID displays "Oswald Martinez" when we call. I checked, and sure enough, that is what it says, even though our caller ID in the portal says our business name. I have called support multiple times to no avail. They say it is "our problem" that they have no control over the ID that comes across a cell phone (only land lines). This makes no sense since 90% of today's phones are cell phones. I am at a loss. I have had to BLOCK our called ID, which blocks the Oswald Martinez, but of course, now people we call do not know who is calling, and it is bad for our business. I am ready to look for another provider. I have used Gotoconnect for other companies for years and never had this problem.
A Billing Question: 3 licenses?
I manage a small office (2 people). We planned to have a 2-user system with 2 GoTo connect licenses. We got a Yealink cordless DECT system. I configured it with the help of GoTo support (who was great, by the way!), but now when I look at my admin console, it says that I have 3 (not two) licenses in use. I opened a support ticket, and was told by someone at GoTo that the base station would - in fact - require a third license. Well, that's a problem for me, because if I have to pay for three licenses, I'm paying more to GoTo Connect each month than I was to my previous provider. Is this really true? Do I have to license the DECT base station and every handset? That's not gonna work for me at all.
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