Getting started in GoTo Admin with GoTo Connect
A getting started guide for GoTo Connect Admins.
Important: We appreciate your patience as we enhance your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. The article below is meant for admins who use GoTo Admin at https://admin.goto.com. If you're an admin who uses PBX Administration (classic) at https://my.jive.com/pbx, please refer to: Getting Started Guide for Admins.
Quick start video
Set up users
Add your users to the system
GoTo Admin
Before you begin:
- You must be a Super admin to add new users with an Admin role/permission assigned to them.
- If you want to automatically apply pre-set product settings to new users, you will need to create a product settings template prior to this task.
- If you want to add your new user(s) to a user group, you will need to have created a user group prior to performing this task.
- If you want to send a custom welcome email to your new users, you will need to customize your email templates in Account settings before adding users otherwise, the default welcome email will be sent.
When you add a user by performing this task, they will automatically have a direct extension and voicemail box created for them. Once they accept their email invitation, they can download and sign in to our softphone app on their mobile phone or desktop. If they want to use a physical phone, you will need to
add that device to your account after creating the user.
- From
People > Users, select
Add user on the top-right. - Choose products for the people you want to invite by selecting the product checkboxes and then select Next. You can skip this step if you are adding an administrative user(s) without products.
Tip:- Remember to expand the product for additional settings.
- If you are adding multiple new users and they will need different products or settings, you will need to invite them separately.
- If you do not have a product license available, refer to How do I manage my product licenses?
- Enter the new user's name and business email address. If multiple users will have the same configuration of products and roles, you can select + Add another user or Import from CSV.
Important: Verify the email address you've entered is correct. You cannot change the email address later.Note:
- Only 100 users at a time can be imported from a CSV. If you need to import more than 100 users, you will need to import them in additional CSV files.
- If you are adding users via CSV import, please note this process takes approximately 24 hours before new users are reflected in GoTo Admin.
- GoTo Partners will also have options to import directly from available PSA providers.
- New users with a GoTo Connect license may also have fields available to choose an extension, emergency location, phone number and texting for that phone number (if there are unassigned phone numbers available).
Important:
DEADLINE: Starting December 1, 2024, United States carriers will block all unregistered SMS. Don’t wait - complete SMS registration immediately to avoid disruption to your service.
What to do next:
Send the new user the Getting Started Guide for Users to help get them acquainted with the GoTo app. If they are using a physical phone, send them the appropriate phone guide for their device. Users can visit the specific product support sites for help with other products as needed.
Customize the settings for each user
You may want to create a settings template to quickly apply the same settings for all new users going forward.
- From People > Users, select the user who needs changes made.
Tip: While on any tab in a user's profile, you can select
on the top-right to make changes to the Overview page or delete the user. Use the breadcrumbs in the top-left to go back to the main list.
- From the Overview tab, you have the option to change the following:
Metric card Options Details Make changes to personal settings, such as role, language, and time zone. - Select
Edit Details - Make changes.
- Select Save.
Devices Make changes to assigned devices. Watch video To assign a new device:- Select + Assign device.
- Choose the device from the drop-down list.
- Select Assign.
To unassign a device:- Hover over the device.
- Select and choose Unassign device from the drop-down list.
Custom fields Make changes to custom fields: - Select Edit Custom Fields to make changes to any custom fields that have been created
- Select Manage custom fields to make changes to system-wide custom fields.
User groups Add or remove from user groups. To add the user to a user group:- Select + Add to user groups.
- Choose an existing user group from the drop-down list.
- Select Add user.
Note: To create a new user group, refer to How do I add a user group?
To remove the user from a user group:- Hover over the user group and select
.
Device groups Select + Add to device access group to make changes. The visibility of this setting depends on the user's product license. Billed resources Choose a billing group from the drop-down list. If you need to create a new billing group, refer to Add a billing group. The visibility of this setting depends on the user's product license. - Select
Make sure the new user has access
Ensure your user(s) receive and follow the steps on their welcome email to sign in after you add them to your account. If they did not receive the welcome email, you can
re-send the invitation.
Important: The email address the user enters during registration must match the email field you set on their user profile. If there is a mismatch, the user will not be able to sign in.
Set up phones & apps
Help your users download our softphone app (mobile and desktop versions available) and/or set up a physical phone for them.
How do I download and install the GoTo app?
Download and install the desktop and mobile apps to combine our phone system with web, audio, and video conferencing into one simple solution. Click here for instructions on how to download the GoTo app on Windows, Mac, iOS, and Android.
Add a physical phone/device
Before you begin: You must be assigned an Admin or Super admin
role to perform this task.
- From
Devices, select + Add device.
Customize the settings for each phone/device
Before you begin: You must be assigned an Admin or Super admin
role to perform this task.
- From Devices, select the device that needs changes made.
Tip: You can filter the list by choosing a device type.
- Optional: From the Overview tab, change the following:
- Details: Select Edit to make changes to the devices name, extension number or mac number, billing group, view the last provisioned date, or reassign the device to a different user. To learn more about adding a phone to a user:
- Products: View licenses attached to the device.
- Associated Resources: View what part of the admin console references this device. Navigate to that resource directly to make changes.
- Details: Select
What to do next: While on any tab in a device's profile, you can select the
on the top-right to make changes to the details or delete the device. Use the breadcrumbs in the top-left to go back to the list of all devices.
on the top-right to make changes to the details or delete the device. Use the breadcrumbs in the top-left to go back to the list of all devices.
Add paging realm
Because each manufacturer sets up multicast paging differently, we recommend using paging with devices from the same manufacturer. WAN is not supported. You will need to create both realms and profiles for the paging system to be functional.
- From
> Paging, select Add paging, and then choose what you want to do:
- Add a realm: A realm is a group of zones (or group of subscribing devices) inside a single local area network (LAN).
- Add a profile: A profile defines which zones a device can send and/or receive pages from.
What to do next: After customizing your realms and profiles, you will need to
assign the profiles to the desired devices.
Set up phone numbers
Complete SMS Registration
Due to a new industry-mandated regulation, all customers who use SMS/MMS to U.S. numbers are required to register their brand and SMS campaign(s). Registration must be completed by December 1, 2024. Text messages sent after this date will be blocked if not registered. Carriers may choose to block your messages or mark your numbers as spam in the meantime. You cannot add new numbers with texting capabilities or make any changes until you have successfully registered a campaign.
Registration is required for all customers who send SMS/MMS messages to U.S. numbers for conversational purposes, regardless of whether the customer intends to send business-related campaigns or just a single response to an SMS received by a user/client. This impacts all U.S. customers; however, if the businesses are outside the U.S. and send a message to customers with U.S. phone numbers, they will also be impacted.
Please refer to Register your local phone number to enable texting for more information on how to complete registration.
Order a new phone number (for permanent or temporary use)
Before you begin: You must be assigned an Admin or Super admin
role to perform this task.
Rates vary by number type and country. See your initial quote for your specific pricing. If ordering a different number type than originally quoted, the standard rates will be applied.
- If you are not already, sign in to GoTo Admin.
- From Phone system > Phone numbers, select + Order new numbers.
- Select your region.
- For Local numbers, enter your desired area code. For Toll-free numbers, choose the desired starting number(s) for the toll-free number. Then select Search for numbers to see a list of available phone numbers to +Add.
- Optional: Add Caller ID name to your phone number(s). Then select Next.
- Optional: Add Directory listing to help make it easier for your customers to reach out to you.
- Carefully review and verify your port order and ensure all the details are accurate before selecting Place order.
What to do next: Once you have submitted your order, you will be automatically taken to your account to
route your new phone number(s). If a manual order was placed on your behalf, our Telecom team will reach out to you by email with updates.
Transfer an existing phone number
GoTo Admin
Before you begin:
You must be assigned an Admin or Super admin role to perform this task. Ensure you have met the following requirements with your current phone carrier:
- Have a copy of your most recent phone bill.
- Your account is in good standing.
- No freezes or pending orders.
- No disconnected numbers.
Important: A $15 fee will be charged if your order is rejected for failure to meet any of above requirements.
- From Phone system > Phone numbers, select + Port existing numbers.
Customize settings for each phone number
Before you begin: You must be assigned an Admin or Super admin
role to perform this task.
- From Phone system > Phone numbers, select the number that needs changes made.
Tip: Select
to export all the phone numbers into a single file list. When you drill down to a specific number, you can use the breadcrumb on the top-left to go back to the main list or use the arrows to navigate each number's detail page.
- Choose the change you want to make:
Action How-to Activate Instant Response Important: At least one user must be given texting permissions prior to performing this task.From the Settings tab, select Instant Response and then enable the feature.For detailed steps, refer to How do I set up instant response text messages?
Allow user permissions (texting, instant response, switch outgoing caller ID) From the Settings tab, select to allow specific users to send and receive text messages, manage instant responses or choose this phone number as an option to switch their outgoing caller ID (also known as Caller ID Swap). 
Note: Limit texting permissions to one user per phone number.Restriction: Texting is only available in the United States and Canada. Texting is not available for toll-free numbers.Block Caller ID Select and enable the Block Caller ID setting. Change billing group From the Overview tab, and then select Edit details. Choose a billing group from the drop-down list and Save.
Note: This feature may not be available on your subscription plan.Change name Select the Overview tab and then select Edit details to make changes to the phone number's name.Change Caller ID name Select the Overview tab and then select Edit details to make changes to the phone number's Caller ID name. This can also be performed from the Settings tab.
Choose hold music Select the Settings tab and then select Call routing. Choose hold music from the drop-down menu or enable the system default hold music. To change the system default hold music, refer to How do I manage my audio library?. Watch Video
Delete all texts Select the Settings tab and then to permanently clear all text messages associated with this phone number. CAUTION: Once deleted, texts cannot be recovered.Enable texting to inbox queues Select the Settings tab and then Texting. Enable Inbox queues to route all incoming text messages for this phone number to selected inbox queues. This feature is only available in the United States and Canada at this time.This feature may not be available with your plan. Record incoming calls Call recording must first be enabled in your default phone settings to choose the desired storage options. From the Settings tab, select Recording and enable Recording incoming calls.
Record outgoing calls Call recording must first be enabled in your default phone settings to choose the desired storage options. From the Settings tab, select Recording and enable Recording outgoing calls.
Route/reroute calls Select or the Reroute button on the top-right and choose a different phone number or an extension (could be an extension for a dial plan, shared voicemail, user group, conference room, call queue, etc.) where you want this phone number's incoming calls to go.
Choose which phone number to display on outbound calls
- Sign in to GoTo Admin.
- From Phone system > Call routes > Direct extensions, select the line that you need to change.
- From the Settings tab, select , enable Overwrite external caller ID.
- From the Custom external caller ID drop-down menu, select the caller ID you want to display when making outbound calls from this direct extension.
- Select Save.
Add your physical locations
Add emergency location
Before you begin:
- You must have the Super admin role/permissions.
- You must have a phone number available for each location you want to add. If you do not have enough phone numbers, you can order more.
Notice: The emergency location registration process may take up to three business days.
- Sign in to GoTo Admin.
- Select Locations in the navigation menu.
- If you are setting up a new location:
- Select + Add location button on the top right.
- Complete each field of the form. The fields will vary depending on the region selected.
Tip: If using cardinal directions, use an abbreviation. For example, instead of South, use S.
- Enable the Emergency locationsetting.
- Enter a callback number from the drop-down menu.
Note:
- A phone number can only be assigned to one location and that location must be in the same region as the phone number.
- This number will only be displayed when users dial 911 or 933. All other calls will display the outbound caller ID that is set up for that line.
- Select Save.
- If you are registering an existing address with emergency services:
- Select an existing location.
- Select Register location on the Emergency services card.
- Enable the Emergency location setting.
- Enter a callback number from the drop-down menu. A phone number can only be assigned to one location and it must be in the same region as the phone number.
Note: This number will only be displayed when users dial 911 or 933. All other calls will display the outbound caller ID that is set for the line.
- Select Save.
- Check the emergency location's status:
- Use the breadcrumbs at the top to return to your list of locations.
- Find your emergency location's status under the Emergency services column.
- There are 3 possible statuses:
- Registered: The location was successfully registered.
- Pending: Registration is processing and may take up to 4 to 5 business days.
- Failed: The address or callback number is invalid. You must modify or delete this location.
- Optional: Set this new location as the default emergency location.
What to do next:
Assign users and
devices to this location.
Create call routes
Determine your customers experience when they call you
There are many options for routing your calls depending on what you want the experience to be for your customers. Every phone number can have the same experience or a unique one. Here are some of the most common destinations for phone numbers:
- A user's direct extension (personal line)
- A dial plan with various nodes such as:
- An auto-attendant that gives the customer options to choose from
- A schedule for open and closed hours
- An external number node that goes to a cell phone or third party phone number
- A virtual fax line
- A virtual conference room
- A ring group or call queue
- Direct extensions: This dials a user directly as a primary or secondary line.
- Dial plans: This is a custom flow you build with multiple elements available for use such as a scheduler, auto attendant, dial by name directory, or caller ID modifier. You can set these up so that callers have multiple choices to choose from when calling a particular phone number.
- Call queues: This dials a group of user's direct extensions with advanced distribution, agent, and caller settings. You also have access to reporting features when using queues.
- Ring groups: This dials a smaller group of user's direct extensions and/or external phone numbers.
- Virtual fax: This allows callers to send a fax which is received as an attachment to an email on your system.
- Shared voicemail: This sends callers to a voicemail box that is shared by multiple users. You can use this in addition to or in place of a user's personal voicemail box that comes standard with their direct extension.
- Conference bridges: This sends callers to a virtual conference room that allows up to 20 participants. You can secure these rooms with participant and/or host pins.
Build your call routes
A dial plan can be created from the
Extensions overview as described below, but for detailed steps, refer to
How do I create a dial plan?
- From Phone system > Extensions overview, select Add extension.
What to do next: To bring your new extension to life,
route a phone number to it or use it in a dial plan.
Route a phone number
- Sign in to GoTo Admin.
- From Phone system > Phone numbers, select the number that you need to route.
- To route a number for the first time:
- Go to Phone system > Phone numbers and then select Configure in the Route to column by the number you need to route.
- Choose the desired extension or phone number destination.
- Select Save.
- Go to
- To re-route a number:
- Go to Phone system > Phone numbers and select the number that you need to reroute.
- From , select Extension or Phone Number from the first drop-down menu, and then select the specific extension or phone number from the second drop-down menu.
- Select Reroute on the top right.
- Go to
- Select Save.
Additional resources
Learn about add-ons
Purchase add-ons for GoTo Connect directly in GoTo Admin without contacting the sales team or asking for a quote. Add-ons that are available to purchase include:
Before you begin: You must be assigned an Super admin
role to perform this task.
Add-on purchases are billed month-to-month and will not impact your existing contract. Once an add-on is purchased, it will reflect on your next monthly invoice.
Note: For add-on cancellations, select Contact Support in this article.
- Sign in to GoTo Admin.
- From the left navigation, select Home.
- Select Add-ons.
- A list of available add-ons will appear. Select an add-on to begin the purchase.
- An overview is provided to gain more information about the selected add-on. You can also see pricing of each package and related support articles.
- If you would like to purchase the add-on, enter your billing email address.
- By submitting this order, you will need to agree to the Terms of Services and Privacy Policy.
- Select Submit order.
Results: Once the purchase has been completed, you will receive an email on how to get started using your new product.
Note: It may take 5-10 minutes for provisioning to complete and the product to be added to your account.
Check your network strength
Before you begin:
- If you are using the desktop version of the GoTo app, GoTo Network Test is already built-in, view Test Your Network in the Desktop GoTo app.
- If you are not using the desktop GoTo app, you will need to first install the standalone version of GoTo Network Test on a computer that is directly connected to the network you’d like to test.
- Open GoTo Network Test from your system applications.
Result: The GoTo icon will appear in your menu bar (Mac) or taskbar (Windows).
What are the required router/firewall settings?
Learn what protocols and ports need to be configured by an IT Admin on your router or firewall for your phones to work properly and consistently.
The phones need to be able to initiate outbound TCP and UDP connections to a range of GoTo Connect IP addresses on arbitrary ports. In most cases, the phone initiates these connections from within the LAN. Any allow-list-only configuration on the firewall won't work. Please be aware that these are all destination ports that the phones send traffic to. The source port for these connections can vary by phone vendor, solution, etc. Any firewall determinations based on source ports are very problematic. We strongly recommend allowing all traffic to and from our IP Blocks. Here are the specifics:
- Persistent NAT connections — Our system sends NAT keepalive packets every 30 seconds.
- HTTP (TCP port 80) and HTTPS (TCP port 443)
- SIP (UDP ports 5060 and 5061) — Multiple connections must be allowed over these ports.
- Use TCP port 5062 (TLS) if call encryption is enabled.
- All internally initiated UDP connections to ports 10,000-65,500 (RTP)
- UDP on port 123 (NTP)
- SIP ALG needs to be disabled
Most business-class firewalls can be configured to allow specific devices on the local network, such as phones, to make these connections while restricting others, such as computers, simultaneously. Ask your network administrator for help setting this up.
Learn about integrations
- Sign in to GoTo Admin.
- From the top navigation menu, select
. - Select Integrations and then choose the integration you want to connect to your account.
- Complete the required fields.
- Select Link accounts when complete.
Learn about billing
Please excuse our mess while we improve your experience. Currently, your billing portal is determined by the avenue through which you purchased your licenses.
- From the menu bar of your admin portal, select .
- Select Billing to launch your associated billing portal in a new tab.
- If prompted, sign in with your admin portal credentials.
- Choose what you would like to do:
Getting started guide for users
Attend free trainings
Take advantage of our free training courses or schedule a free ten-minute Q&A session with a product specialist.
Article last updated: 4 November, 2024