Custom defined on phone vs. Not configured
It would be nice if the default for phone buttons was "custom defined on phone" instead of "not configured." The reason for this is that we often show customers how to program their own speed dials and BLF entries into the phone which users like because it let's them choose the order of importance on their sets. They can make the changes but the system pushes out updates in the middle of the night and, if the buttons aren't previously set to "custom defined on phone", the user will lose all of their programming. It would be a simple change in the portal to have this as the default and would keep us from having to make the change individually on each button. That way, we could only change the buttons that need changing. OR... even better... how about a template that we can push out? I know I've suggested it before and it's been on here multiple times.
Differentiate between internal and external calls on Yealink phones
Yealink supports having different ringtones to differentiate between internal and external incoming calls. However, they require that this feature also be supported by the VoIP service, which is not something GoToConnect currently supports.
Two-Way Paging for Ring Groups -Intercom/page all phone
unfortunately, when you page or intercom to a ring group, it only sends the audio, but it does not allow the receivers to talk back. Suggestion: develop a “two-way paging” feature for ring groups so when someone pages a ring group, everyone can hear the page and have the option to respond immediately (either individually or as a group). Moderator update: title/subject for clarity
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!
Automatic Agent Logout Based on System Schedule
I'd like to propose implementing an automatic logout feature that would log agents out of queues on configured schedules. This functionality would ensure agents are automatically disconnected at the end of their scheduled shifts, eliminating the need for manual intervention. Currently, the absence of this feature is creating operational challenges. Agents who remain logged in beyond their scheduled hours are skewing availability metrics and creates inconsistent reports. Additionally, this impacts accurate reporting of agent productivity and call distribution analytics, as the system cannot distinguish between scheduled and unscheduled availability. An automatic logout feature aligned with existing system schedules would resolve these issues while improving overall call center efficiency and data accuracy.
Have supervisor dashboard indicate if a number from the missed call list has since been successfully contacted for voice and SMS
When a call is missed in a call queue, it is added to the missed call list in the Supervisor Dashboard (under Callers - Missed Calls). That number can then be added to an outbound queue to be called back by an agent. However, it is common that a caller will abandon the queue and then call back themselves and speak with someone before we add that number to the outbound queue to call them back. It would be helpful for the supervisor dashboard to show if a number has since had a successful call after they have appeared in the missed call list. Similarly for sms callback messages. If a caller abandons the queue and are sent an sms asking if they would like a call back, the agent who receives that message doesn't know if they have called back in or if they have been contacted by another agent since the message asking for a call was received. To show this data could the missed call list or the callback inboxes either show a supervisor the call history with that number for the day (as a hover over tool tip for example) or a link to search for that number (on that day) in analytics if the number does appear in the system since the missed call or sms was sent. If either of those could be implemented, it would be great to see more than just today's missed calls in the Supervisor Dashboard. If we can change the time period, then see who has and hasn't been contacted, that would be ideal. We can then utilise the outbound call queues properly. Lastly, can missed calls be automatically added to an outbound call queue once we know if the customer has not been contacted since the missed call? There are a lot of ideas here, but any help on this would be greatly appreciated! Many thanks, WillEnd wrap up time for queue calls on mobile app
It is currently not possible for an agent to end their wrap up time manually after a queue call has been handled when using the mobile app. They must wait until the end of the wrap up time to be returned to the queue. The functionality works well on the desktop app, with the End wrap up time button appearing after a call.Move Directory button back to the same page as the button programming
The directory button used to be on the same page as the button programming and would like it moved back. The overall feeling of the new admin portal is TOO MUCH CLICKING compared to the legacy portal. I used to be able to turn that on while programming buttons, Now I have to make it a 2 step process and slows me down while programming.Text Message Templates
I’d love to see GoTo Connect add a feature that allows users to create and save SMS text templates for frequently used messages. This would save time and improve efficiency by eliminating the need to retype common responses (e.g., “What are your store hours?” or “Here is our website”). Ooma Office had this feature, and it was extremely convenient. Adding SMS templates to GoTo Connect would make it even more user-friendly and valuable for businesses that communicate frequently via text.