Rodan07
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Joined 3 years ago
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Add the option to specify who appears in the app directory versus the dial-by-name directory.
I wanted to address some necessary improvements for the GoTo Connect directory. Our users rely on the apps and not on dialing by name or number. The directory needs to be more customizable, allowing us to specify who should appear in the app directory versus the dial-by-name directory. We require a more detailed way to manage directory entries and search functionalities, both within the app and by name. Our phone system includes many extensions named for internal management purposes, which might not be intuitive for external callers or staff who are familiar with different naming conventions. This issue has been present for some time, and I have noticed other posts discussing similar shortcomings of the directory. As a workaround, we have been using shared contacts, but these do not automatically update when extensions change. Thank you for considering this matter. Enhancing the regular phone system would greatly improve the experience for your customers.Re: Call Report - Emergency call filter
Thank you for the suggestion. I did try that first. This includes all phone numbers that contain 911. Here is the search from our call reports based on your suggestion. If it doesn't have a yellow high light that is because there is a space between some of the numbers, ie 888 559 1155. Hopefully this doesn't make a duplicate, my replies keep disappearing.Call Report - Emergency call filter
We need an emergency call filter in the call reports for a new requirement we are receiving from one of our accreditation surveyors. Right now I have to export all the data from the call report and then filter the csv file for the 911 call or other emergency services calls. In the call report you can filter for 911 but it also includes any 10 digit numbers that contain 911, which we have many. Seems like an easy lift to create a filter for emergency services as you already send a notification when emergency services are called via email.GoTo Connect API - Add Overwrite external caller ID on an extension
We are working on programing a module with PowerShell and GoTo for all of the tasks we normally have to do by hand each time we have to create a new user. One of those is setting the overwrite external caller ID with the primary phone number that a user is assigned. If this is not done then the caller id of any outgoing calls from that extension shows the company caller id, which when people inevitably call back in they get the operators who have no idea who called them. This is something we have to do on every extension we set up and we are currently at over 1000 extensions for staff. This is becoming an overwhelming task and we can easily fix it with this API update.Call Queue - Allow callers to be automatically transferred if no agents are present
I would like the ability to have an option to transfer calls that come into an empty queue out to a dial plan. We are having a few callers who somehow call the call queue during off hours and are then evicted as there are not call center agents present. I would like the ability, in the dropdown to handle these calls, to transfer the calls to the dial plan they would have been routed to had they called the correct number. Currently this is really the only options to handle those callers.Different Pause Reasons by Queue
We would like the ability to have different pause reasons per queue. We have different managers and different needs for our queues and forcing some to have reasons that don't work for the others are causing confusion. Is there any way that the pause reasons can be moved to the queues? It would be fine to have some of the basic ones for all link lunch, restroom etc but we are trying to track other items that are occurring for our helpdesk team that do not occur for our operators, but the operators are using some of these reasons even though they do not really apply to them to get out of some of the reporting. Thank you, NickVoicemail Report
I am looking to have a voicemail report added which would show current voicemail consumption across all extensions. Being as there is a limit to 99 voicemails we would like to preemptively warn staff of them running out of voicemail space. This is especially crucial with shared voicemails that do not have emails automatically sent and the voicemails subsequently deleted.Turn on Fax interception on direct extensions via the API
We would like the ability to turn on fax interception on direct extensions. This appears to only be an option for shared voicemail boxes at this time using the API. We will have close to 2000 users who will need this option turned on as we roll out GoTo Connect to our staff. As this is not defaulted to on in the GUI I would like the ability to program this option. Thank you!
