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Bring back the ACD Agent queue drill down feature in Supervisor dashboard
This was a feature that worked up until about middle of November 2025 and was super handy. Inside the Supervisor Dashboard, under the call queues you used to have the ability to click on the agents logged in and view who was waiting for a call, who was on a call and the details of the call id, etc. It was very handy to be able to view just the agents in that particular queue from that screen. Unfortunately, you now need to go to the 'Overview' tab and scroll down to view agents details, ID, hold time, talk time, or log agents in here. Doing it this way means all my queue's agents are listed together - rather than separated by their respective queue memberships. This makes it harder to discern which agents belong to which queue.Solveddarinl30 days agoNew Contributor53Views0likes2Comments
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.SolvedSMCCARTHY2 months agoNew Contributor66Views0likes2Comments
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?SolvedHFakhery2 months agoNew Member55Views1like3Comments
Workstation app hides when I click dial
We’ve used GoTo Connect for years on Windows 11 Pro. Lately, when I type a name/extension and click ‘Dial,’ the app “disappears”. The app minimizes / moves to another monitor and behind all other programs / windows I have open making it difficult to locate. The GOTO app is version 4.18.0 and says up to date. A few others here have the same issue.. Anyone else seeing this? Any fixes?”Solvedjlocogoto2 months agoNew Member52Views0likes1CommentBring Back Search In GoTo Admin for Route To Column.
a recent update from Goto admin has resulted in impacting the process we use to assign new numbers. Available numbers are assigned to a dial plan that will allow a dormant unassigned number to be answered by someone in our company. When assigning a new number to an employee, we would normally go to phone numbers and type in the search field the dial plan for unassigned numbers. This provides us a filtered list of numbers based on the "Route to" field. It now appears that is no longer in the search criteria for filtering. This has caused us to view work arounds until either this bug gets fixed or a resolution is put in place to re-enable this feature. Currently only Number and Name Columns are available for search.Solveddzimmer3 months agoNew Member38Views0likes1Comment
Will I get an email when someone responds to my question?
I'm a new member here, so I'm a bit uncertain how to do things. Other "Community" forums that I've used have an option to send an email when someone responds to a question that I've posted. Is that an option here? I don't mean to imply that I've waited to long for an answer. Not at all. It's only been a day or two. Thanks for your patience, BandyBoySolvedFormer Member3 months ago48Views0likes1Comment
Question about Screen Pop behavior
Hi everyone, I saw that GoTo Connect has a feature called Screen Pop. I downloaded the sample project and ran it successfully. My question is: does the Screen Pop always open in a new browser tab, or is it possible for it to appear as a pop-up inside GoTo Connect itself? For example, when a call comes in, could it automatically show a small pop-up with the contact information pulled from my CRM? I haven’t been able to make that work so far, and I’m not sure if I’m missing something. Thanks in advance!Solvedth21063 months agoActive Contributor67Views0likes2CommentsIncorrect incoming Caller ID names
Hello, For the past 10 days or so, we are seeing a large number of incoming Caller ID names displaying random names. So far, support has pointed us to the carriers, but the ones we are able to check appear correct with the carrier. Would like to know if others are experiencing anything similar. Thanks!SolvedGregG25 months agoActive Contributor1.3KViews3likes57CommentsOnly 49 numbers for SMS?
We have a single instance of GOTO Connect serving three locations. The managers want all sales people, managers, and some of our office staff to have the ability to text with vendors and customers using the numbers assigned to their extensions, but we are limited to only 49 numbers. Is there a way to get more? I cannot find any documentation, and support is talking me in circles.SolvedUebelhorIT6 months agoNew Member61Views0likes1Comment
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