Recent Discussions
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.
Inconsistent connections to cell phone carriers
We've noticed a lot of inconsistency when calling cell phones from GoTo Connect (using any and all of the following... hardware phones, soft-phones, mobile app) Sometimes, the calls are fine; they ring and go through normally. Other times, there is a 15-30 second delay before you hear any ringing or indication that the call might be going through. Sometimes you might hear a delay, and then the call drops. So far we haven't been able to definitively tie this behavior to any particular cell carrier, but it does not appear to be isolated to a single carrier as best we can tell. When the cell phone recipient also has a GoTo Mobile app, we've noticed calls are perfect every time even when they are very inconsistent when calling the same person's cell phone number directly. This seems to indicate that the problem is between GoTo and the cell provider, but we have no way to prove that. Is anyone else having a similar experience with calls to cell phones from GoTo Connect?
? - How to Bypass AI support
I was stuck in a loop yesterday. I would say representative and it would be a long silence then it would ask if I wanted to be transferred, I would say yes, but it wasn't catching that and would start over. There has GOT to be a way to bypass this. I would never use this option for our phone tree, have you guys tried it? Whats with the long silent pauses after every question? Just wasting everyone's time. Has anyone used this AI junk and said.. you know what, this was the best customer experience, why would I ever talk to a human?? no one has ever said this. Guys... when we call into support , I duno about anyone else, but I'm admittedly already irritated. Why put us through this as well? Please provide a way to bypass this when calling into Support. Thank you!The SMS Change has been Horrible
We've had enough. We will not be submitting our information again after 4-5 times. The GoTo AI systems are not helpful, and it appears that we are being charged by GoTo for each submission. So, we will be moving our SMS communications to the other company that we use where we have had no problems. Also, your AI support doesn't work, either. It does not get me to where I need to be. I'm longing for the GoTo days where I could speak to a real support person sitting in Santa Barbara. Those were the good 'ol days.Call Transferred then Rings to Person Transferring
This is an odd issue that came up a few weeks ago and hasn't gone away. User A picks up a call on a ring group from an outside line. User A then presses transfer and dials User B's extension. After discussing the transfer, User A presses transfer again and instead of the call transferring to to User B, it rings back to User A with the outside caller unable to hear anything. This happens at a few extensions, all of which are part of a ring group. They are all in a group so anyone in that department can answer incoming calls. We have started a ticket with GoTo support and they have been unable to tell why this is happening. It doesn't show up in the call routing technical logs that they have been able to find. The phones get auto re provisioned over the weekends and it is still happening. We have tried factory resetting the phones, resetting the JBC, verifying there are no call forwarding rules on User A or User B's phones. Wondering if anyone has experienced this before? One of the people dealing with the issue found this link from years ago that describes the exact issue with no final resolution. https://www.3cx.com/community/threads/yealink-attended-transfer-not-working.57930/
