Notification for Email Domains Ending up in Bounce Filter
Hi! I don't know if anyone else has been having this problem, but I have run into a time or two where my company emails are getting caught in Goto's bounce filter without any notification. This results in my centers going a significant amount of time without realizing that they are not receiving voicemails being sent over from their phones. I'd love if there was a system in place that could notify us if any of our emails end up in the bounce filter. Maybe an automated call or a secondary email that could be set to receive these notifications? Maybe the system could scan for email domains, like Company.com? Essentially, we have optical departments that have phones in phone groups that ring but when staff are busy helping in-office patients callers end up leaving voicemails for staff to handle at a later time. I have voicemails set to delete off the phones as they transfer to email to avoid voicemail boxes filling up (the whole reason for this setup). I have had about 2-3 emails end up in the bounce filter for being undeliverable for a moment (not sure why) and Goto's system immediately blacklists that email. I have no idea this happens or that there is even an issue until enough patients complain to staff, and staff find enough time to tell me. My last email to trip this situation went unnoticed for almost 4 months! I know my staff should have caught this sooner, but it can be hard to tell there is a problem when you are working through high volumes of voicemails. You really only notice when you reach the end, and no other voicemails have arrived in the past day or so. Searched for issues similar to this and haven't found any topics like this, so I figured I would bring it up.
AI Receptionist Transfers
We need AI receptionist to support warm transfers, giving the recipient the choice to accept or decline incoming calls. If the recipient declines, the AI Receptionist should automatically route the caller to voicemail. Additionally, we want the option for certain extensions to send calls directly to voicemail, without requiring the extension to be set to Do Not Disturb.Mass Text Message - Marking as Read
Our team uses shared inboxes for text messaging to speak with customers and if an employee is off for a day and they come back the next day, they have to manually click through each text message to mark it as read because the other employee already took care of the response the day before. I am suggesting a mass clearing of text messages when they have already been read by someone else.
Holiday Hours Prescheduled yearly
The goto connect system does not currently provide an easy way to link more than 1 holiday at a time for times closed and limited hours to the PBX system. So the user needs to log into the PBX after each holiday to set the times and recordings for the next holiday. It would be very beneficial if a LINK can be created for a holiday schedule/recording for each holiday date entered into the system. Then the system would know this business is closed for Thanksgiving and play this recording and then automatically go to the regular schedule the next day, and know the next holiday is (For ex) Christmas eve and the business is open limited hours and play this recording on Christmas eve, etc.
Search Engine on Texting
It would be wonderful to have a Search Engine on the texting app. We find that we have to type in the entire customer cell number and hit a period in order to just pull up a previous text, so we can review information. We need to be able to search without having to bump the messages. That way we don't have to bother the customer.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.
Different Ringtones for Different Call Routing (Softphone)
Problem Statement I use GoTo to receive calls from several different sources. Sometimes it's an internal call from my team, sometimes it's an after-hours support call, and sometimes it is a call to my direct business line. I would like to set a different ringtone for each of these different cases. One specific issue for me is that I am used to hearing the generic GoTo ringtone in the middle of the night, early mornings, when I am on a 24/7 oncall. I hear the same ringtone when I get an important business call in the middle of the day. I would love for my brain to be able to dissociate these two cases. Proposed Solution I would like the option to select specific ringtones that correspond to specific call routing, or at least to specific numbers. Minimum Implementation The ability in admin center or client app to set a specific ringtone for a specific number. Final Design The ability on the client app to be able to robustly customize ringtones by call routing. I can customize the ringtone per customer calling, per call routing, per number the customer is calling, etc. Benefit When I receive a call, I can immediately judge its urgency and some customer context by the ringtone. This will help our entire organization triage calls, and it will help us overcome the phycological discomfort associated with specific ringtones.
Admin Shared Contact management
Would there be a way to make it that shared contacts(groups) only show based on user groups(admin)? Say I have a sales department in Utah and a sales department in Texas importing shared contacts for the Utah branch doesn't really help the Texas location. Also, I think end users should not be able to import Shared contacts only Private contacts. I think Import should be an admin feature and I think it would role in nicely with the user group suggestion. To where admin or (group managers) can import contacts based on user groups. Or be an option in the admin portal to turn off for end users. I have locations making a mess of this feature in the app (not making contact groups) importing contacts that don't make much sense to be shared with a whole company. I have a hard time getting people to appreciate the GOTO app where I work except the IOS version. I think some adjustments with the contact features would really help.
Add weekly call routing schedule for phone numbers (on Call) and/or dial plans
Please add the ability to schedule phone number and/or dial plan routing based on a schedule. This could be a round robin schedule or a begin date schedule. We manually change the On Call number routing weekly. We have a schedule to identify who takes calls from the on call phone number and the rotation is weekly. The schedule is round robin with some exceptions to the schedule for Holiday coverage. For simplicity, it might be easiest to enter the weekly schedule. Not so sure an end date would be required. The previously scheduled route would end when the next schedule date/time starts. We also use dial plans for each user that participates in the on call schedule. Not sure how simple or difficult it would be to modify the user called in the dial plan or attach the schedule to the dial plan as opposed to the phone route. Either way works for us as long as a schedule can be identified and it changes the phone routing on a weekly/start date basis per the identified schedule.