Ability to Append Info to Caller IDs
Can we have a function in Dial Plans to append to caller IDs instead of modifying, for call tracking purposes. This way a call from John Smith to a Dial Plan could be shown as "Custom Text - John Smith" or a call from 1800-800-8888 could be shown as "Custom Text - 1800-800-888". This would allow users to know whether the call was initiated to just them directly or to which dial plan it is coming through. Thanks!
GoTo Connect Windows Client - Appearing ontop of all other apps
Currently the GoTo Connect Windows application launches in the foreground over all other apps anytime it reauths my account. This is incredibly disruptive and irritating. This needs to occur in the background. I suggest the application launch in the Windows tray and auth my account in the background. At the very least, make this an option in the settings.
App Extension Switching: Changes Call log
In the Mobile and Desktop apps, when you have multiple extensions assigned to you and you switch from one extension to the other, the Voice mail reflects this change. However, the calls and recent activity do not reflect the extension but rather the user. It would be nice to have these reflect the extension from an organizational perspective. For example, I have an employee who monitors two extensions, one for English and one for Spanish language callers. Having the call logs and recent activity separated by the extension, like voicemails, would help to identify the difference in callers. Another Example is for extensions assigned to different locations.App Suggestion: Extension Handling
When using the GOTO app on iOS, you can switch between assigned extensions. However, the extension names displayed are all the same (business name). You don't know what extension you select unless you know the extension by number. Please change this so the extension name assigned shows up instead of the business name. The online app needs help here too. Instead of the business name, it displays the device assigned to the extension. So every extension could show up twice, once on the Softphone and once on the device. Again the appropriate extension name would be nice.
Recording outbound phone calls
Hello all, my business operates inatwo partyconsent state andwouldliketo beable tolegallyrecord outgoing phonecallsforquality assurancepurposes. Weareinthehealthcareindustry andIam wondering ifthereisan automatic way toplay recording onalloutgoingcalls priorto mystaff greeting the otherparty. Wealreadyusethe dialplan andrecordingforincomingcalls but isthereaway tosetitup foroutgoingcalls sothatmy staffdoesnot havetosayiteverytime?Automatic Audible Beep Instead of voice announcing Calls will be recorded
Hi - Does anyone know if goto phone has a feature of an automatic audible beep for CA companies? Instead of each outgoing phone call starting with "this call will be recorded....." it use to be permitted that you could have an automatic audible beep that complied with CA two party consentOutbound Queue
It would be very advantageous to create Outbound Queues so contact users can define the type of call they're making. This would be perfect for reporting for showing how many outbound calls we made of a certain type. Administrator could define call recording per outbound queue type. Administrators could also define caller IDs per outbound queue type. Prior to an outbound call a user could select the outbound queue they want to categorize that call as and the caller ID, call recording, etc would all take place. Metrics like call time, talk time, etc could all be measured
Allow Goto connect to make call during goto meeting
Our company would like to request a feature in the goto app to be able to host a goto meeting session and be able to use the goto connect(jive) calls within the same goto app. For example we have been using the classic version of goto meeting for hosting session and the goto app seperatly to host a phone call because if it is ran in the same app it will either not let us call or drop the session. With the separate apps we are able to hear both the meeting and the call that is made in the separate apps. Is there a way we can combine this functionality into the single goto app?Close Captions on Embark Training Videos
I have no idea why you guys do not have any close captions in your training videos, which is illegal by the way. Please add close captions to your videos. Here is one of the many resources you can use to add close captions to your training videos. https://access.llc/services/captioning/ If you need a place to start, please start with admin training videos.
Contact Center Analytics Agent Performance Agent Availability Pause Status
Hello there, In the Contact Center Analytics, under the Agent Performance tab where you can view the Agent's Availability, it would be really helpful if we can view which Pause Status the Agent set when they paused their Call Queue. Currently, you can only see availably and pause which isn't helpful without knowing why the Agent paused their Queue. Thank you,Allow us to select which audio device the Web Chat Alert uses
Can I ask a follow-up question about these chat notifications? We receive the message tone but there doesn't seem to be a way to pick which audio device. I talked to support and they confirmed there is no option. For us it usually comes through our headsets but we would prefer the computer speaker all the time. Is there a plan to add this option or a way to ask for it?Basic Agent and Ring Group Call Statistics for Realtime Wallboards.
Would like to be able to see basic call handling statistics for individual agents. For example: - inbound (ring group calls) count - outbound call count - inbound (direct extension calls) count - internal call count - avg time in between calls - ring group call queue countAbility to change a Channel Admin
Scenario: A private channel was created for multiple staff of a department to ask each other questions, make announcements, etc. The user that created it, perhaps a supervisor or department lead, is the channel's admin. Then, that person leaves the company, and they are removed from GoToConnect. However, they are still listed as the Channel's admin (now marked as external), and nobody is able to administer the channel (i.e: remove ex-employees, policy violators, etc.). Apparently there is no way to change who the channel admin is. Level 2 support informed me of this and suggested that the only option is to create a new channel and add the users you want to be a part of it. That, however, would require an announcement for all staff in that channel to leave the old one and start using the new one, and would render inaccessible the chat history of the old channel. I think we can all appreciate how well that would work out! Please add the ability to assign another user as the admin of a current channel.
Disable auto-saving of changes to the schedule
When editing the schedule in the new admin portal at admin.goto.com, any changes made to the schedule are saved instantly. This is not the case when using the old admin portal at onjive.com. I think it's definitely a usability problem if any update, especially erroneous ones, are instantly saved. You can imagine the unintended consequences if all calls start to follow the "when closed" route when the business is supposed to be taken calls, and conversely, if calls start to follow the "when open" route when the business is actually closed. This is why I still use onjive.com to edit the schedule, but I understand at some point, onjive.com will be retired. And even still, customers are being steered to admin.goto.com and are sometimes making unintended changes to the schedule.Enable Notifications for Custom Extensions Dialed
We have an Algo page adapter in our building that is registered in GoTo with several extensions, one of which, is to trigger an emergency announcement over analog speakers. That is set as a speed dial on all of our users's phones. It would be great if there was a way to trigger a notification to admins as to when that particular speed dial is pressed (with the details that are typically included in the emergency service call alert emails).Print or export a text/sms message conversation
I'm using GoTo Connect, including the text messaging feature. Is there a way to export / copy / print an entire text string? [Update] I am able to click my cursor at the beginning of the text string and then drag and copy the complete string manually. For a short string, that is fine, but it is sub-par for a long string. I am hoping there is a function within GoTo Connect that allows me to copy/export/print a long string more easily. Thanks! JonModify "simple dial" toolstep to allow non pbx extension calls
We are currently trunking with GoTo Connect and have various non-pbx extension ranges that are mapped to our trunk within the GoTo connect platform. If I dial them from my GoTo client, everything routes to my other solution as anticipated. With the dialing tool steps in GoTo dial plans, there is really no option to do a simple dial unless you are an active direct extension or group within the PBX which overrides any extension mapping. Coming from a lot of prem systems, we could always just dial "digits" and not only just active pbx extensions or DID\TFNs. Would this be possible? Ever?Client Behavior and Callback Reports
Reports are our world and we just hired a new marketing form. Reports they/we would like to see. In our phone system we have certain clients hitting certain buttons to move forward in the calling patterns it would be nice to have reports on who hits what buttons as well as reports on the call back feature. how many callers choose that option, how many go through and how many were missed, etc.
Web Chat - Programmatically Fill in Contact Details
My admin has setup a chat queue which I am attempting to integrate into a web site. I have the user's information since they are authenticated, but I would like to pre-populate the required fields (Name, Phone, Email, custom). I'm assuming there's a JavaScript function to call, passing in the details when the chat widget is initialized, but I haven't found any documentation yet.
Ring Strategy and Agent Activity
It would be nice in the agent activity section of the queue dashboard to see a timer that corresponds with the ring strategy. If you are using the "Longest Call Wait" strategy, there would be a timer reflecting that. You could do something similar with "Longest Inbound Wait" as well. Also, a similar thing could be done with the "Fewest Answered" and "Fewest Aent to Agent" ring strategies. Instead of a timer, you could show the number of calls in the 24-hour period. I would think these would be extremely helpful on the Supervisor Dashboard.Automatic Reports - SMS Compliance
For our company's compliance department, we would need a weekly report AUTOMATICALLY sent to my business email. This report needs to be sent by GoTo with the SMS data to then be archived by Smarsh. I would like to use the SMS feature with GoTo but until I can have an automatic report sent to me weekly, our compliance department will not allow us to use it. Please consider automatic SMS reports! Thank you!Queue Dashboard and Wallboard
It would be really helpful to easily see the number of Agents with a status of Ready. While you can see an agent's status in the "Agent Activity" section, you have to scroll through to see how many are ready. I would suggest adding a "Widget" next to the paused agents in the dashboard that shows the number of agents with a status of ready. On the wallboard, we currently have a widget for logged-in agents and paused agents, It would be a nice addition to be able to see agents with the status of ready also if we could choose a particular pause reason for a widget.Texting in the Windows App - Add more than one Emoji without having to re-open the Emoji window
I'd like to select more than one Emoji at a time. I often send clients a😀🤙, or something along those lines. I'd like to be able to keep clicking the emojis I want and have them appear in the message without having to go back into the menu each time to select another. Thanks!Add Voicemail to Report
Hello! Am I missing something that voicemails left on any line are not recorded? So once the call goes to VM there is NO recording just doesn't show anything on the call reports? Like the caller never left any VM? This is me testing and leaving a 2 minute VM, that was received, yet no recording of it in the reports? I really do believe this to be an oversight, how do we go about reporting this ? Its not an enhancement, it should have always been there so I'm not sure how to go about this, maybe its a bug? K,MELISSA(5039981554) Alex Saltz(150) 2023-09-21T16:44:14.265Z 2023-09-21T09:44:14.265 PDT --:--:-- --:--:-- 2023-09-21T16:44:31.711Z 2023-09-21T09:44:31.711 PDT 0 19 INBOUND K,MELISSA(5039981554) Alex Saltz(150) 2023-09-21T16:44:14.263Z 2023-09-21T09:44:14.263 PDT --:--:-- --:--:-- 2023-09-21T16:44:23.621Z 2023-09-21T09:44:23.621 PDT 0 17 INBOUNDRing Strategy Issues/Ideas
The issue we are having is either staff at the end of their shift get slammed when using "Fewest Sent to Agent " or when we use "Fewest Answered" those coming onto a shift get slammed. The real issue is with part time staff that work a day or two week so they have nothing in the rolling 24 hour period. I know it would take a good amount of work but in a Queue we could create shift times and assign agents to a shift. This would help no matter what ring strategy the system could take the shift information into account and avoid agents being slammed at the start or end of their shift.
Include indirect extensions in the Internal Directory
Why aren't the Dial Plans, Call Queues and Shared Voicemail box extensions included in the Internal Directory. We need to forward calls, voicemails etc. to departments not specific people because the people could be on vacation and then the voicemail or caller gets lost with a confidential voicemail.Ability to use a DTMF character other than * to escape a queue or IVR
This would be immensely helpful for businesses or enterprises that are moving over to the GoTo Connect platform and are migrating pre-existing audio recordings from their old PBX or contact center installation. We have a lot of recordings that refer to a different escape character, especially with regard to languages other than English.Prevent calls being transferred to voicemail for specific extensions
We would like to be able to completely disable Voice Mail for specific extensions within the system. In our environment we have some specific extensions that should never go to voicemail, including users being able to transfer directly to voicemail. I have everything set up to not allow callers to leave a vmail on these extensions but users keep transferringdirectly to vmail. I understand this is a user issue but would like a setting to prevent this from happening.
Code to pickup a ringing number when you can not identify the extension that is ringing
Avaya has a code *30 you could pickup a call that is ringing without knowing the extension. I understand you have a * number but you must know the extension and in a large call center this is impossible . These missing features that we were not aware of are productivity impacting and will be a reason to switch services as our agreement expires.Ring multiple call queues and external number at the same time
Being Able to ring multiple call queues at the same time helps when you have multiple branches and don't want certain users on an all ring call queue and just to get their own branch call queues. Also being able to ring a call queue and an external number at the same time would be huge.Auto Attendant After Voicemail
Hello, Does anyone know if there is a way to allow a caller to go back to the main auto attendant after they've left a voicemail? Example: A caller is given the option to leave a voicemail in the general line or an individual line. They leave a voicemail for the individual but also have the option to press a button to go back to the main menu. Either auto attendant prompts them after their voicemail, or the away message mentions the caller can press a number to go back to the main menu. Thank you,CSAT Surveys (Audio)
There are currently text surveys for use with live chat. However, GoTo should offer voice surveys. These surveys can play at the end of each call so that the customer can rate their experience. These ratings would also be available on analytics so that supervisors can run reports and coach agents accordingly.Ability to direct external calls to voicemail and ring on internal calls
I'm at a school and it would be great to have any calls that come from outside the district (through an attendant, etc) go directly to voicemail for our teachers while allowing other staff to still ring through. We want to minimize disruption in the classroom but still let parents call in and leave messages.Ultra Low Usage User
I would love if GoTo would bring back the Ultra Low Usage line item for $6.95 as an option for overhead paging adaptors/loud ringer devices. If it isn't allowed for desk phones anymore fine but there should still be that option for those kinds of devices IMO. Thank you, Michael Adams