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KennyF's avatar
KennyF
New Member
28 days ago

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?

5 Replies

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  • KateG's avatar
    KateG
    GoTo Manager
    18 days ago

    KennyF Thanks for your patience with this. Someone from our team will reach out to you soon. 

  • KateG's avatar
    KateG
    GoTo Manager
    19 days ago

    Hi KennyF 

    Apologies for the delay. I haven't found a cause or troubleshoots for you, I'm afraid. I can create a case and have someone from the support team review your setup. Would you like me to do that? 

  • KennyF's avatar
    KennyF
    New Member
    24 days ago

    KateG 

    Thanks for your response.  Below is a screenshot of a series of tests we did to a single cell phone number and below that is the result of each of those calls.  Most of the calls did eventually go through, but as you can see from the call duration, even calls that were never answered took some time to ring the cell phone number.  There was one call that we left trying to dial the cell phone which resulted in dead-air for over 6 minutes and never rang the cell phone.

    In contrast, when dialing from one GoTo extension to another, the call duration for an unanswered call was 3-4 seconds.

    12:45 - delay 35-40 seconds, rang cell phone okay, not answered

    12:41 - delay 15-20 seconds, rang cell phone okay, not answered

    12:40 - delay 25-30 seconds, rang cell phone okay, not answered

    12:32 - 6m 30s, dead air, never went through

    12:30 - delay 10-15 seconds, rang cell phone okay, not answered

  • KateG's avatar
    KateG
    GoTo Manager
    25 days ago

    Hi KennyF 

    Thanks for your feedback and sorry for the delay. Our team is reviewing. If you have any specific examples I can share that with the team as well. Thanks.