ddemuth78
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Joined 2 years ago
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Issues with SMS Compliance texting number processing
Unfortunately 5 of our 48 numbers with texting permissions are stuck in "In progress" so the users with those numbers haven't been able to text at all and I haven't been able to get this resolved with GoTo support. I just keep getting told that the issue has been escalated and that a supervisor will contact me. I get zero ETA or commitment to when this will be resolved. I just have to have faith but after not being called back on this I am beginning to lose faith. If I add texting permissions to other numbers they are processed in around a half hour but these five are still stuck and I have no idea if or when they will be. It's really frustrating and doesn't really look good for GoTo support.56Views1like2CommentsRe: Outbound call issues popped up
Called in. the agent said they were level 2 support. They looked at my examples and said they were going to open a ticket with their upstream service provider. I never received a case email though regarding this conversation, so I hope it actually goes somewhere.52Views0likes4CommentsRe: Outbound call issues popped up
Yeah, GoTo support isn't very responsive. I had a couple examples included when I created the ticket and the third time I contacted them on this ticket that person finally looked at my original examples but by then they weren't fresh so I had to poll users for more examples but then I contact GoTo and it's starting back at page one again. I'll keep trying them though and see if I can get a tier 2 support rep involved.60Views1like6CommentsOutbound call issues popped up
For the last two weeks I have been trying to get to the bottom of a worsening of our outbound call issues. We seem to have always had a single outbound call a day ring to dead air but something has changed in the last two weeks and now users are experiencing several dead air outbound calls and I cannot seem to get to the bottom of what changed that could be causing this. Has anyone else experienced this issue and maybe have some insight as to what the cause was? The GoTo Network analyzer does not indicate any issues. Our ISP says everything looks good. GoTo support says everything looks good on their end... but obviously things are not good. No firmware updates available for the phones. Not sure how to troubleshoot from here on.99Views0likes9CommentsRe: Route only internal calls or transfers to a number per extension
KateG related to this, we have one ring group whose number gets routed to an external number in their dial plan however this isn't working for internal calls and transfers. For those, instead of following the dial plan, it is just ringing the members of the ring group. Do you know how/why for internal calls and transfers it wouldn't follow the dial plan for the ring group?93Views0likes1CommentRoute only internal calls or transfers to a number per extension
I am wondering if there is a way for GoTo Connect to differentiate between internal and external calls a route to a unique number depending on the source? I have a scenario where I want calls coming into one of our DID's from external sources routed to one number and all internal calls to that DID (or Ext) routed to a different number. Is this possible?207Views0likes3Comments