Ability to unmask Caller ID in call reporting and call details
Currently if we get a call from an Anonymous Caller ID we can only see anonymous and we are unable to view the number. I had to contact GoTo support and they were able to pull the underlying number. It would be great to have another column that shows caller ID separate from the number.
Close Captions on Embark Training Videos
I have no idea why you guys do not have any close captions in your training videos, which is illegal by the way. Please add close captions to your videos. Here is one of the many resources you can use to add close captions to your training videos. https://access.llc/services/captioning/ If you need a place to start, please start with admin training videos.
Allow setting the number of callers required for"Periodic announcement message" trigger in Queues
After trying to get the "Period announcement message" to trigger, I called support to find out why it wasn't working. I was informed that the message is only played when there are 3 or more callers in the queue. This setting should be controlled so that Admins can adjust for their circumstances. In my case, I need it to trigger always, whether 1, or 30 callers in the queue. Even with only 1 caller in the queue, if I have a staff member attending to a person in front of them and they are unable to answer the phone, I want the message to be used to notify the caller about escape options or to apologize for the long wait. My specific request is to add a field next to the "Period announcement message" feature that indicates the # of callers in the queue required before the message is played. Likely have 0 (any number of callers), then otherwise you can set an integer value from 1 to whatever limit is practical for the system to handle. You guys are already setting this at 3 in the background settings that we can't control, just allow this feature to be controlled in the PBX Admin portal so we can customize to our specific phone system needs. Thanks for considering this improvement!
Ability to Append Info to Caller IDs
Can we have a function in Dial Plans to append to caller IDs instead of modifying, for call tracking purposes. This way a call from John Smith to a Dial Plan could be shown as "Custom Text - John Smith" or a call from 1800-800-8888 could be shown as "Custom Text - 1800-800-888". This would allow users to know whether the call was initiated to just them directly or to which dial plan it is coming through. Thanks!
Automatic Reports - SMS Compliance
For our company's compliance department, we would need a weekly report AUTOMATICALLY sent to my business email. This report needs to be sent by GoTo with the SMS data to then be archived by Smarsh. I would like to use the SMS feature with GoTo but until I can have an automatic report sent to me weekly, our compliance department will not allow us to use it. Please consider automatic SMS reports! Thank you!
Hold timeout / Redial back after Hold exceeds timeout limit
We have had multiple companies using the phone, leave someone on Hold and become busy enough to forget about the call, if there was the ability to set a timeout for a Hold that would send their call back through after the timeout, it would help resolve this issue. (also if they focused on completing the call)Ability to change a Channel Admin
Scenario: A private channel was created for multiple staff of a department to ask each other questions, make announcements, etc. The user that created it, perhaps a supervisor or department lead, is the channel's admin. Then, that person leaves the company, and they are removed from GoToConnect. However, they are still listed as the Channel's admin (now marked as external), and nobody is able to administer the channel (i.e: remove ex-employees, policy violators, etc.). Apparently there is no way to change who the channel admin is. Level 2 support informed me of this and suggested that the only option is to create a new channel and add the users you want to be a part of it. That, however, would require an announcement for all staff in that channel to leave the old one and start using the new one, and would render inaccessible the chat history of the old channel. I think we can all appreciate how well that would work out! Please add the ability to assign another user as the admin of a current channel.Client Behavior and Callback Reports
Reports are our world and we just hired a new marketing form. Reports they/we would like to see. In our phone system we have certain clients hitting certain buttons to move forward in the calling patterns it would be nice to have reports on who hits what buttons as well as reports on the call back feature. how many callers choose that option, how many go through and how many were missed, etc.
