Soundboard Messages
Currently, soundboard messages can only be recorded by one agent through their computer. Just like with the phone system audio library, there should be an option to upload audio files for soundboard messages. Moreover, I've encountered issues recording soundboard messages, where the audio will be recorded through the laptop microphone instead of the external microphone. Adjusting the settings in the desktop app does not change the outcome.
Log into ALL queue on GoTo APP with a single button/command/action
On the Desktop APP > Contact Center. I am able to log IN to ALL my assigned queues with a single button. As well as log OUT of ALL queues. On the GoTo APP on my phone, I have to dial *13### extension number, for EACH of the queues when I need to Log IN and OUT. It would be great is there was a number I could dial, or a button on the app to let me log IN and OUT of ALL the queues I'm assigned to.
Audit Logs & User Alerts for Configuration Changes
I just found out my phone line was reconfigured - outside callers said they were getting a dial tone instead of reaching me. I’m not sure how long this was happening, and I only heard about it when people emailed me directly. It would really help if Goto offered: Detailed Audit Logs: Super admins should be able to see exactly what changes have been made, who made them, and when—across all user lines, dial plans, ring groups, etc. This is especially important for complex setups or when multiple admins or outside vendors have access. Change Notifications: Email or text alerts for users and admins whenever their line or configuration changes. If I’d known my extension routing was reset, I could have fixed it right away instead of waiting for someone to notice and tell me. Having these features would make it a lot easier to catch issues early and keep everything running smoothly.
Call recording access
The way it is now a person with access to play recorded calls can listen to everyone’s recordings, but it would be helpful if they could just listen to ones for certain departments or users. I have a customer that is able to do this with their on-premise system and are about to lose this functionality.
Filter calls out by caller ID
GoTo Connect AI assistant indicates that one can block a call by caller ID by entering the caller ID in the phone number field when setting up a call filter, however this results in an error saying the value in that field must be a valid phone number. Suggest the call filter pop-up be modified to allow filtering by either the caller ID or the phone number (perhaps 2 separate text boxes only 1 of which needs to be filled out).Need to See Both Original Caller and Forwarding Number in Call forwarding
When customers dial Phone Number A, I forward the call to an external number B using the Dial Plan Editor. Number B is tied to my AI Voice Bot via SIP trunking. However, depending on how I configure the call forwarding, either the customer's number or Phone Number A shows up as the caller on the SIP INVITE received by my bot — but not both. My requirement is for the bot to have visibility into both the original caller (customer) and the original number dialed (Phone Number A). Is there a way to include both pieces of information in the SIP headers (e.g., From, To, Diversion, or custom headers)? Any guidance on how to achieve this with GoTo Connect would be greatly appreciated.
