cancel
Showing results for 
Search instead for 
Did you mean: 
JaqPacAire
New Contributor

GoToConnect Call Drop & Connection Issue

I have had 3 call center agents experience an issue where they go to answer a call and it says "Call ended, There was a problem and the call dropped". If they tried to call someone it sated connection issue, we are currently working on this etc. this happened to all three on different occasions. 
I had them use task manager to close the desk top app if they were using it. No change
If they were using the browser I had them close & reopen. Cleared the cache & everything no change. 

 

Everything else on their PC worked fine. 

It was not until they restarted the computer that it began to work normal. HOWEVER, for one of them it happened twice the same day. 

It is becoming very disruptive so I wanted to see if anyone else is exeriencing this. 

 

image002.png

1 REPLY 1
AshC
GoTo Moderator

Re: GoToConnect Call Drop & Connection Issue

@JaqPacAire I apologize for the recent call trouble. 

 

Here are some ways to troubleshoot call quality issues: https://support.goto.com/connect/help/how-do-i-improve-call-quality-on-my-desk-phone 

 

Although I can't tell from here what the cause is, we can definitely help investigate if you can call us within 72 hours of the failure so we can gather the necessary logs before they are expunged:  https://support.goto.com/connect/help/how-do-i-contact-customer-support  

 

You can also monitor the health of the entire system in real time from your dashboard:  https://support.goto.com/connect/help/what-is-the-system-health-dashboard 

 


Ash is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!