Best Way to Ensure Custom Voicemail Greetings Apply to Specific Extensions in GoTo Connect

Hi,

I’m looking for advice on reliably setting up custom voicemail greetings for specific extensions in GoTo Connect, as I’ve noticed some greetings not playing as expected. I’d love to hear how others handle this for their teams.

Details:

• Setup: GoTo Connect (Standard plan, latest version as of July 2025), using the admin portal to manage extensions for a small business with 10 users.
• Context: I’m configuring a custom voicemail greeting for a specific extension (e.g., Ext. 101) via Admin > Phone System > Users > Edit User > Voicemail Settings. Uploaded a WAV file (16-bit, 8kHz, as per GoTo’s specs) and enabled the custom greeting option.
• Issue: The custom greeting doesn’t always play for callers; instead, the default GoTo Connect greeting plays intermittently. Tested with inbound calls from external numbers.
• Steps Tried:
  • Re-uploaded the WAV file and confirmed format in Admin > Voicemail Settings.
  • Checked dial plan to ensure calls route to the correct extension’s voicemail.
  • Reviewed GoTo’s voicemail setup guide (https://support.goto.com/connect/help/set-up-voicemail).
  • Restarted the softphone app (GoTo App v3.5.0) and tested on multiple devices (desktop and mobile).
  • Ensured no conflicting settings in the user’s call forwarding or availability status.
• Goal: Ensure custom voicemail greetings play consistently for specific extensions without reverting to the default.

Questions:

• What’s the best way to configure and validate custom voicemail greetings in GoTo Connect to avoid default overrides?
• Are there specific WAV file settings or admin portal options that ensure consistent playback?
• Any tips for debugging voicemail issues (e.g., logs or diagnostic tools in GoTo Connect)?
• Has anyone else seen custom greetings not playing and found a reliable workaround?

I’d appreciate any insights or recommended approaches to make this work smoothly for my client’s team! Thanks in advance.