Forum Discussion

DexyRay's avatar
DexyRay
New Member
2 years ago
Solved

Go To ringing on my desktop

Incoming office calls started ringing on my desktop, but I haven't changed any settings.  I get a popup of the incoming call, who it is and it appears I can answer it from there.  How can I stop this...
  • mkeaton's avatar
    mkeaton
    2 years ago

    I think they are working on fixing this,  but in the app it reset itself back to "softphone" everyo once in a while.

     

    In the bottom left of the app is where you change where its ringing you - select your desk phone to fix. (if this is the issue )

     

     

     

    Hope this helps! have a nice day 😃

mkeaton's avatar
mkeaton
Frequent Contributor
2 years ago

Is there a way to find out when this will be fixed? Just had this occur for 10 users this morning and of coarse it was pain mode since they don't know until they take a call and just doesn't work and hangs up on the caller. 

 

Is it a background update?  Any info you can provide as to why this happens every few months?

KateG's avatar
KateG
GoTo Manager
2 years ago

Hi mkeaton , 

 

We are currently developing a solution that will enable us to save this type of data to the backend.  However, this feature is not expected to be available until later this year.

 

Please note, that when a user has their desk phone selected and logs in on a new device or clears their cache, the default selection has always reverted to the softphone. 

 

I'd like to provide more feedback to the team on your experience, can you let me know: 

  • Did this behavior start recently?
  • How often is it happening?
  • Are there any specific actions they take before noticing the “reset”? 
  • mkeaton's avatar
    mkeaton
    Frequent Contributor
    2 years ago

    This occurred for us today for  10 + users at the same time. There was nothing we did on our end to initiate this issue. I would wonder if  there was a recent update that caused the users session to  reset.

     

    Yes doing the things you mentioned does also cause it, but this current occurrence wasn't all 10 users clearing cashe and cookies on the same day. 

     

    This issue has been happening for us since when we started on GoTo,  so almost 2 years now.  And  I have to instruct people on how to fix it about once every 3 months (give or take) . And it comes in waves its not just one or 2 users at a time.. its most of them. Its only effecting those that use the app AND the deskphone congruently, so they can view the contact center stuff while they take calls from their deskphone. 

     

    Hope this helps!

    • KateG's avatar
      KateG
      GoTo Manager
      2 years ago

      mkeaton this is very helpful thank you. Our team does plan to have a resolution in the upcoming months, sorry I don't have a sooner timeframe. 

       

      Thanks again and if there are any further issues, please let me know.