Analytics - Pause Reasons by Agent
Currently the agent can select a reason they are pausing yet as a supervisor I cant see any breakdown of those options, so why have them? The only good this does if the supervisor is watching the queue LIVE and can see the reasons there and only there. We would like to see a break down of pauses reasons selected by the agent. Included would be for how long they are on pause and the reason they selected.
Need to have auto reply for text messages
Similar to emails, Gotoconnect needs the ability to have a customized automatic responder to people who send text messages. For example, if "John Doe" sends a text message to a Gotoconnect phone number, the recipient (i.e., such as me) should have the ability to create an automatic customized text message, particularly if the recipient will be away from the office for a certain period of time. Right now, on the Gotoconnect mobile app, there is a text autorespond feature for only incoming phone calls. Which makes no sense to have it since anyone who calls can get a voicemail message.
Adding new users to new admin portal and "Use the device's display name"
When I add users in bulk on new admin portal it sometimes says their is a error and this really is bad. Especially if I have spend 45 minutes to an hour inputting the information. I would like for GoTo to allow us to prefill in the user details while accepting the quote for over 50 users before I even send the quote link to the customer. Another major issue is when I do add a user, it doesn't default to "Use the device's display name" In Phone System → Direct Extensions → Select user → settings. This should be checked by default when a new user is created.
Link Sound Clips to Holiday Schedules
With this improvement many MSP's or multi-site admins would be able to set a holiday schedule once a year with specific voicemail messages linked to each holiday in their schedule. Currently we are having to set calendar reminders before every relevant holiday to remember to update the dial plan of each site (client in our case), in order to match the holiday voicemail message to the already scheduled upcoming holiday. This of course can be mitigated by using generic holiday messages, but not all clients are so flexible.
Built-In Hold Music volume adjustment
Hello, Several of our clients that use GoTo for their VoIP system have mentioned that some callers when placed on hold or park have mentioned the built-in hold music is too loud. I have searched through the Jive PBX and GoTo Admin Portal, however it does not appear the built-in music's volume can be adjusted. We are unable to also download the built-in music to reupload it to use the volume normalization feature when uploading new sound clips or custom hold music. Thank you!
Ring Group Forwarding Description
This is a minor issue, but in the new admin portal, under "Ring Groups" and "Settings", the "Forwarding" description isn't quite clear. It has also confused some of the folks in GoTo support. Forwarding Sometimes a device in a ring group is forwarded and causes a call to be immediately answered, thus preventing any other phone in the ring group from answering the call. This option allows for these devices to be ignored. The line in bold should read "Enabling this option allows for these devices to be ignore". Sorry for being picky.
Call Forward button
We could use a FORWARD button that can be set from the admin portal. Right now I have to login to the phones set a button as Forward. That works great, the LED lights when on, off when off. I would think it should be an easy add for the programmer to add the button. It may have to end up being a fixed destination but even that is better then nothingControl Schedule from line key (button)
It would be great to be able to over ride the Schedule from a button on the phone. It would be something line: Press a "night mode" button that is linked to a Schedule. Get prompted or just enter 1 for normal Schedule (LED off) 2 for not open Schedule (LED Green) 3 for Holiday (LED red) And have the LED show that state.