Contact Center - Agent Declining Calls
Is there a way for an admin or supervisor to tell in the reporting if an agent has DECLINED a call? On the agent's personal call history under "Phone" it will show incoming call, missed call, declined call, etc. But I see no options for this in the reporting. How can I tell when an agent has declined a call other than watching it happen live?
Gotoconnect Analytics
Hello Team, For some reason I can't pull missed call reports based on the queue or direct extensions or sometimes even direct users I tried all the filters available on the new view to pull the missed call per rep report but unfortunately I could not get any data the classic view had it not sure what happened !!
Virtual Fax settings
Hi, I want to store the faxes received on my GoTo Connect virtual fax number directly in Google Cloud Storage.I have enabled a virtual fax number in GoTo Connect and attempted to fetch faxes in the cloud, but it did not work. Do I need to enable storage within GoTo Mail for this to work? Additionally, the "Receiving" settings ask for an email ID. Is an email ID necessary if I want to store data directly in Google Cloud?Enlarge photos through text
It would be super helpful if we could enlarge photos once a picture is sent through the GoTo texting app. We receive student information this way, and we have no way to enlarge the photo without taking a screen shot. There is detailed information that needs to be recorded off these photos daily and that would make life easier.
Change Virtual Fax Sending Number
Hello, I have setup a virtual fax system for testing sending and receiving virtual fax between two numbers. My setup is: Virtual Fax A(VFA), and Virtual Fax B(VFB) both created, and VF Dial plan A set to detect > receive virtual fax using VFA, and another dial plan for VFB, with unique numbers assigned to those dial plans. Everything works just fine, I can send and receive virtual faxes through email from both of those numbers. However, when I send virtual fax from a number, the fax I receive says it was sent from the main line number, and not the unique number assigned to the dial plan, is there any way I can change the number that virtual faxes are sent from?
The SMS Change has been Horrible
We've had enough. We will not be submitting our information again after 4-5 times. The GoTo AI systems are not helpful, and it appears that we are being charged by GoTo for each submission. So, we will be moving our SMS communications to the other company that we use where we have had no problems. Also, your AI support doesn't work, either. It does not get me to where I need to be. I'm longing for the GoTo days where I could speak to a real support person sitting in Santa Barbara. Those were the good 'ol days.Call Transferred then Rings to Person Transferring
This is an odd issue that came up a few weeks ago and hasn't gone away. User A picks up a call on a ring group from an outside line. User A then presses transfer and dials User B's extension. After discussing the transfer, User A presses transfer again and instead of the call transferring to to User B, it rings back to User A with the outside caller unable to hear anything. This happens at a few extensions, all of which are part of a ring group. They are all in a group so anyone in that department can answer incoming calls. We have started a ticket with GoTo support and they have been unable to tell why this is happening. It doesn't show up in the call routing technical logs that they have been able to find. The phones get auto re provisioned over the weekends and it is still happening. We have tried factory resetting the phones, resetting the JBC, verifying there are no call forwarding rules on User A or User B's phones. Wondering if anyone has experienced this before? One of the people dealing with the issue found this link from years ago that describes the exact issue with no final resolution. https://www.3cx.com/community/threads/yealink-attended-transfer-not-working.57930/
