Forum Discussion

AlecB's avatar
AlecB
New Contributor
3 months ago

GoTo Mobile App - Delay on incoming calls

Our team is having issues with the GoTo mobile app (on both Android and iOS), there seems to be a delay on incoming calls to our ring group (compared to our desk phones, and soft phones) in the office, where the desk phone and soft phone ring immediately, but the app doesn't register an incoming call until sometimes 10-15 seconds later. I don't know that it's a consistent amount of delay each time a call comes in when I'm working from home and exclusively using the GoTo app to answer calls, but I've missed a decent number of calls due to it. Sometimes it will show up on our desk phone immediately, and then 10-15 seonds later it'll show up on our app, and sometimes it only shows up on the GoTo app for a split-second and then shows up as a missed call (or doesn't show up at all) and then we click on the GoTo app and then it shows up as a missed call. I'm not sure that it's a known issue, but has anyone else had this same issue?

mobile

7 Replies

  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    Hi AlecB 

    Sorry for the delay. Thanks for all the troubleshoots. I've gone ahead and created a case so our support team can take a closer look at your setup, someone will be contacting you soon. I will also share this experience with the team. 

  • AlecB's avatar
    AlecB
    New Contributor
    2 months ago

    I have done both, and the issue still persists. On our ring group, I've had several calls that came in that did not come through on the app for me. I've cleared the cache, and have reinstalled the app. The delay in calls reaching the app is also still present. 

  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    MarcoG-0 thanks for your report, please let me know if the issue continues after the troubleshoots. 

  • MarcoG-0's avatar
    MarcoG-0
    Active Contributor
    3 months ago

    I've noticed this as well except I'm not part of a ring group.  I'll let a lot of calls ring through to my voicemail.

    I thought it was due to blocking the tracking telemetry of GoTo but even if I disable that it still will do this at times.  Not as consistent but that could also be that I don't have the volume of calls that you do to notice it.

    I also have 2 Android phones with GoTo installed.  Seen this happen on both phones at times.

    Could try clearing cache and/or uninstalling/reinstalling the app to see if it improves.

  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    AlecB you may want to try clearing the cache on the Android and uninstalling and reinstalling the app too if you haven't already. 

  • AlecB's avatar
    AlecB
    New Contributor
    3 months ago

    I tried a different setting (enabled unrestricted mobile data) to see if it might help. It seems to happen mostly on Wi-Fi since it would be connected through there when in the office and at home, I am on the latest version of the app, my phone is up-to-date, but I'm not sure about my immediate bosses Android, I guess I was mistaken that iOS is affected when it might not be. It seems to be calls to the ring group, since we generally don't get called much directly. App notifications/background refresh is enabled, DND is not enabled, battery optimization is only on once it hits 15%, and it seems to occur with most calls, from what I remember. I can see if the data setting I enabled helps. 

  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    Hi AlecB, Welcome to the Community, 

    I'm not aware of a known issue with delays in receiving calls with the mobile app. It would be best to work with customer support directly who can take a look at your system. Some of the questions they would like to know: 

    • Is the delay happening on Wi-Fi, mobile data, or both?
    • Are you on the latest version of the GoTo app?
    • Are the mobile devices on the latest OS? 
    • Does the issue affect all users in the ring group or only some?
    • Does it affect calls to your direct number or only ring group calls?
    • Are app notifications and background refresh enabled?
    • Is battery optimization or “Do Not Disturb” active on your devices?
    • How often does the issue occur? Is there a pattern?

    If you have any questions, please do let me know. Thanks.