Forum Discussion

johns82's avatar
johns82
New Member
5 months ago

During conference call, muted attendees unexpectedly become UNmuted when an attendee joins online

Hello all,

We use GoToMeeting exclusively in "phone call" mode only for callers listening to our church service. The organizer and attendees dial in by phone call, for which this user guide applies: https://support.goto.com/meeting/help/how-do-i-manage-my-phone-audio-with-keypad-commands

We very much depend on it running well unmonitored\unattended once the Organizer has started the call and muted all the participants. We have had this working great for over 5 years until a couple months ago :(

We also regularly have an attendee that joins "online" via GoTo online/computer audio/VOIP. I am not sure when this began, not the full 5 years, but many months with no problem.

PROBLEM:

- Organizer starts the meeting by phone call and mutes all participants such that they can not unmute themselves

- Attendees start to join by phone. All are muted. So far so good.

- An attendee joins online/by link (rather than phone), using computer/VoIP audio. 

- This ends up "resetting" attendees by phone and DISABLES previously set Muting. Now, all participants are UNMUTED. This is the problem. It sure seems to be a defect. 

Yes, toggling *5 again will mute all participants, but we count on it working without having to be monitored, as it did for years.

Yes, hosting it online/from computer/mobile app gives the organizer control to mute all participants within the app, but this is not an acceptable workaround for our use case and again, it worked fine for years.

This was replicated on a GoToMeeting support call and is being tracked in a ticket but in the meantime is this something experienced by others? Something already known or being fixed by the development team?

Thanks,

-John

2 Replies

  • johns82's avatar
    johns82
    New Member
    5 months ago

    Thank you GlennD​ that suggestion is good as a workaround for us and I have tested it and it works. Ultimately I think GoTo needs to fix what got broke.

    Another, though less impactful, issue that cropped up at exactly the same time is that initiating recording from organizer phone using *7 no longer works.

    I went back just now and pieced together timeline and determined that as of June 22 and everything worked great and starting with Sun, June 29 and since I was fighting these 2 issues which took quite a bit of time for trial and error (without knowing what exactly was wrong until more recently).

    A support case has also been opened.

  • GlennD's avatar
    GlennD
    GoTo Manager
    5 months ago

    Hi johns82, welcome to the community.

     

    Have you tried scheduling your meetings with telephone audio only? That way even if an attendee uses the join link they would have to dial in by telephone.