Make it easier to hang up!
When I am on the GoTo phone app, particularly on my computer, I am frequently multi-tasking, or looking something up relating to the call I'm on. When I'm done with the call, by that time the GoTo App, and the phone window are no longer on top and visible on my screen. I can find the GoTo Icon on the task bar and click it, but this does not bring up the phone window. I have to click on the phone tab and then find the current call on the screen and click that, and then I am able to hang up the phone, but IDEALLY when I bring the GoTo app back up, the current call should be immediately visible and noticeable on the screen so I can hang up. This is a subtle User Experience issue, and not necssarily easy to fix programmatically, because it's not a technically a "bug", but it would go a long way to make the app more pleasant to use. It's embarrasing when you are done with a call and have said "goodbye", and can't find a way to hang up the phone!
Call Park lights not working for some Yealink T33G phones
Hello is anybody encountering Call Park buttons not working, as in Label shows a gray X for example Park1 and BLF lights do not turn on, but you can still park and retrieve calls from the parking lot? This seems to be an intermittent issue and only happens on some phones. The lights are confirmed to be working correctly though for the phones affected.
Desktop App call is not working
Hi, I have two concern regarding goto app. Can someone answer to below questions? I am trying to call using latest desktop app(macOs) when i hit dial button, it says connecting and after few seconds it get disappeared and nothing happens. Can anybody tell me whats the issue? Can we block NON US number for outgoing calls? Thanks, AdnanMass export of Call Recordings
For legal reasons we need to have our recordings saved so we can go back to them and listen to calls as needed. Now it looks like they are deleted after 13 months. I have set it up so recordings moving forward are saved on Amazon AWS, but I need all the past recordings for the last 13 months, if not all recordings since we started using gotoconnect. The only way to save the recordings is to download them one by one. To do this we would need to hire a full time employee to go through recordings and download them one by one, which is expensive and inefficient. There needs to be a way to do an export of, at the very least, a full day of recordings. Is there any way to do this?Go To Connect Consultant
We moved our phones over to Go To Connect and it is very complicated to manage for our team. The un-integrated jive administration makes this very challenging, time consuming and a waste of time. We are currently looking at other providers like Ring Central and excited for the new Google phone platform. In the meantime, we need to call, text, route and make phone calls across 7 different facilities in the US. Is anyone on here interested in a consulting opportunity to manage our Go To system for the time being and possibly migrate us to a different system once we stabilize the current sh*t show? Please contact us at 1-833-787-3427 and ask to speak with Lexis. Thank you, Lexis
Camera is OFF even when camera status is ON in preview window.
Steps: 1. Launched Goto connect app. 2. entered meeting id clicked on join. 3. camera mic preview window appeared. 4. changed status of camera to ON. 5. clicked on start my session button. 6. goto connect meeting screen appeared and camera is OFF when it supposed to be ON. Note: This issue observed in some 2 machines out of 7 machines.Sending Fax from the App
Hello! Saw this in the whats new section, reviewed the support page... doesn't seem to exist yet? Also with the fax section, is there no way to search for a fax? Mark them all as read? We have 5K + faxes in there and no way to mark them all so that number will always be useless. Per the support page: a. doesn't seem to exist I checked the app and website both don't have this ability. Other issues.. can't select multiple faxes and download them all at once. I'm wondering if GoTo doesn't realize that some of us use faxing a TON. We are a medical office, medical uses faxing for just about everything. We see 100 faxes a day. What if someone says "hey i faxed you on 11/23"? can I find that fax? Not without scrolling for daaaaays. Am I missing something?? I must be missing something.
Web Chat Questions.
As we have spoken, some messages in GoTo web chat are failing to send. Will this happen if in case the client logs out or closes the Wicked web page in the middle of a conversation? or is this an issue on our website? Also, currently, we can't see conversations that were marked as "Resolved". Is this a user permissions thing?
Create an msi installer that will install and update GoTo Connect without the need for admin rights
The current msi installer for GoTo is extremely inconvenient and downright useless. When you distribute the msi to install it, it installs fine. But when it updates, it requires admin rights to update. What regular users have admin rights in any environment? The only way to install the desktop app without the need for admin rights is to use an exe file on one user at a time which is extremely inconvenient. I have never seen an msi file so useless in my life. PLEASE make an msi file that actually works properly! Edit: You guys have made it impossible to install GoTo Connect correctly with the msi file you provide currentlyPop Up on inbound calls
How do I make it so that my tech people can see all calls coming in for extensions 1 and 2? Right now, one of my employees says hes not getting it popping up on his phone but he does on his computer. How can I make it so that he sees inbound calls going on the app on his phone? Thanks!Web Chat Alert
Right now if someone writes us on our live chat, we only see it if we click on 'Contact Center', there also isn't any indication that there is a message there . Is there a way to show an alert similar to when someone messages us via text there is a red circle that appears on the 'messaging' bar with the number of messages unread.No Email for new account
Hello, We had a member who had an old email, we changed it, then she was logged out and couldn't login. So, I deleted her account, and re-created her account with the new login; however, shes not getting the email to login and set a new password... any idea? It's for "rica" in our account. Thanks
Zoho CRM Integration
Hello everyone! We are testing the integration between GoTo Conenct and Zoho CRM and apparently there are great difficulties in answering and making calls through the CRM. We have already done everything step by step indicated in the documentation: https://support.goto.com/connect/help/how-do-i-integrate-with-unified-zoho After configuring everything on both sides, when trying to make a call through the CRM, a popup appears that appears as "Connecting" for an indefinite period of time. (removed link for privacy - GlennD) After a while, the following error appears: https://workdrive.obrasonline.com.br/external/file/78y3b57511bc384a24038ad878c0aa4e4a623 Just point out that the GoTo Connect SoftPhone is working normally, we are having an integration problem. The first thing we tried was talking to Zoho support, but they told us that it was an error on GoTo Connect's side. I'm running out of ideas on what we can do to resolve this. Does anyone have any ideas about? Thank you very much for your attention! Best regards, Andres SantosAdmin - Removing Contacts from the "Company" contacts in the app
Hello! Wondering if there is a way to do this.. I have multiple people and extensions I want to omit from the company contact list that everyone see's in the app on the users end. So far Ive tried "extension overview" and "People" - that has an option to omit from directory, but apparently these are not the same thing? What directory and I omitting the user from? Also one of the users I want to omit doesn't have an extension.. I also searched the support page but that only gave me options to remove the user like they were terminated. Here is an example.. Connie works for a 3rd party, so normal users don't need to see her on the list, there is only an email for her, she doesn't have an extension. So on the end user app it looks like this: On the Admin side under "people " section > users I can find her but no options to remove her from the contacts.I also checked extension overview, she doesn't have an extension so that didn't work. I want to remove others that are desk phones no one sits at like our interpreter line. I basically want to ability to have some control over what the employees are seeing in the app, to clean it up and make it more user friendly without the bloat. Possible? TLDR: Are there any admin options to remove erroneous numbers from the company contacts everyone else sees in the app? Thank you for any help in advance! And if this isn't a thing maybe someone ( KateG /wave!!) can move my post to the "Ideas" forum.email address in Messages
Hi, I had to do a chat with a tech support person and was using the Messaging feature of the GoTo computer app. Every time I tried to include my email address in the text, I got the error "Failed to send". I eventually figured out that it was the email address and tried xxx which went through. Then I had to explain to the tech on the other end how to turn it back into an email address. Is this a know issue? Is there a better way to avoid the problem? Thanks, David. moderator edit: removed personal infoPop ups and Notifications for calls
Hello Community, I am hoping that posting this will either enlighten me on how to disable these pop ups or provide a support solution. Users at our clinic use their desk phones and also use the contact center to see calls in the queue, wrap up times, and all that. even if the app shows that I have my desk phone selected the website app will notify me with 2 pops ups that there is a call coming in. I don't want it to pop up anything as i am not using the softphone, its very distracting. I had at one point contacted support for this and there was no resolution to the issue so I can only assume that it was made to function this way or its a bug. This is what I'm logged in as, for the desk phone, not the soft phone & not the mobile app. Here are the pop ups that I don't need to see (or HEAR the ringing is super loud), since I have the desk phone ringing.. The 3rd pop up was the desktop app that I had open (didn't realize it) but that means that the desktop app also is notifying me. If we block pop ups we break the wrap up window. If I put myself on DND or set my self offline on the website my DESK PHONE calls GoTo VM - and I get zero calls to my desk phone. If anyone has any suggestions please let me know! Users need to keep the website open to view the contact center and provide pause reasons so closing that window does fix it, however not the solution for our situation. Hopefully this is something simple that we just haven't figured out. Thank you for any help on this!!!Browser Softphone Dial feature not ringing to desk phone
I have a single user that is not able to pickup calls dialed out via the browser softphone on their desk phone. Their desk phone doesn't even show a call being made so it's like the softphone and the desk phone are not connected. Anyone else experience this before?"Call Reports" Accuracy
We rely heavily on data from these reports, they have never been the most accurate but recently a change was made and now every RING on the outbound call is listed as a separate call. I would report this via phone to support however I don't have a couple hours today to spare. I can provide thousands of examples, heck I could provide real time examples! Im not sure how no one has noticed or maybe they did? The Contact Center Analytic are also current broken when using the call back feature so no reporting right now is accurate. This is all the same call recorded as 4 outgoing calls: From To Queue Name Start Time Start Time (local) Answer Time Answer Time (local) End Time End Time (local) Duration Disposition Direction Mayra Vargas(120) 1503890**** 2023-09-19T18:57:18.944Z 2023-09-19T11:57:18.944 PDT 2023-09-19T18:57:35.626Z 2023-09-19T11:57:35.626 PDT 2023-09-19T19:03:19.551Z 2023-09-19T12:03:19.551 PDT 344 16 OUTBOUND Mayra Vargas(120) 1503890**** 2023-09-19T18:56:42.603Z 2023-09-19T11:56:42.603 PDT --:--:-- --:--:-- 2023-09-19T18:57:18.643Z 2023-09-19T11:57:18.643 PDT 0 16 OUTBOUND Mayra Vargas(120) 1503890**** 2023-09-19T18:56:06.267Z 2023-09-19T11:56:06.267 PDT --:--:-- --:--:-- 2023-09-19T18:56:42.305Z 2023-09-19T11:56:42.305 PDT 0 16 OUTBOUND Mayra Vargas(120) 1503890**** 2023-09-19T18:55:29.794Z 2023-09-19T11:55:29.794 PDT --:--:-- --:--:-- 2023-09-19T18:56:05.833Z 2023-09-19T11:56:05.833 PDT 0 16 OUTBOUNDReal-Time Talk Time Inaccuracies in Call Queues?
Hi there! Just wanted to see if this is a known bug/issue. Sorry to be a problem child :^) Two users have noticed inaccuracies in how the live call queue talk metrics are shown. User 1: His "Talk Time" Metric remains at0:00 until he is no longer in a call, at which point the timer starts counting until he picks up another call. It then resets to 0:00 upon picking up the other call. This is the case in his client view for other users in the same queue, their time stays at 0:00 until they are not in a call. At first, I thought maybe this was by "design" to see who has been available and for how long, until I got to the second user. User 2: Same idea, but his live metrics don't start counting at all either way.When he would hop on a call, his timer would bold and stay at 0:00, and then unbold, and still remain at 0:00 when off the call. Platform: Windows - Up to date Softphone - Up to date Steps: View live Queue activity as an assigned user. Encounters: Today is the first I hear of this issue. 2 users affected so far. I'm having them both just restart their desktops whenever they have the time in case a restart fixes it, but I figured it's a bug worth mentioning. It may be a small detail in the grand scheme of things, but it's a useful one.Live Q and A for GoTo Connect Admins - Ask questions and share your feedback.
From Dial Plans to Call Queues, our training team has you covered! Join GoTo's live Q&A for admins and ask about features, best practices, or share feedback. We currently offer multiple times per week, Register Here! Note: This Q&A covers the new GoTo Admin only, not the legacy Jive PBX
Desk phone no longer rings for Queue calls
Prior to the last update we had users whose Desk Phone would ring at the same time as their Soft Phone when they received a call in Queue. These users were logged into the queue via their Soft Phones only. Some of our agents prefer the Desk Phones and others the Soft Phones so all stations have both. Desk Phones are Yealink T54W, Soft Phonev4.2.1 Those who used the Soft Phones had a quick backup in case they had any problem with their headsets, they could just pick up a Hard Phone handset to answer a queue call. After the update, both phones appear to ring for direct calls to their extension, but not when the call comes in via a call queue. Was something updated that changed this behavior?Update deleted info needed
The recent updated removed the message that shows if the text message I'm sending is the first one sent to a phone number. This is very important to know if I have sent a customer a previous text and when. My entire job relies on sending reminder text messages to our customers. If they are sent more than one in a certain timeframe, they get pissed off and we loose the customer. PLEASE bring back the 'First contact' message in the box under the phone number.Goto Connect hooking up ear piece
So this is probably a ear piece support setting but we use a lot of the poly products the one I use is a poly savi 820 and when making calls in GOTO and when I am on all call and another rings in I cannot hear the person who I am on the call with. I think use headset buttons setting is one of the best updates we have had in GOTO but this is a feature that makes receiving calls through headsets almost impossible unless having the user in a call queue. has anyone seen this issue?Call Queue Ring Strategy
When a ring strategy references the past 24 hours, is that a rolling 24-hour period or just a day? We are using the "Fewest Sent to Agent" ring strategy. We have agents close to the end of their shift, and when new agents log in, the ones at the end receive the calls instead of those that have just logged in.
