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Getting Started Guide for Admins

Learn the essentials for setting up your new phone system so that you can get on to successfully running your company.

Important: Please excuse our mess while we improve 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 PBX Administration (classic) at https://my.jive.com/pbx. If you're an admin who uses GoTo Admin at https://admin.goto.com, please view: Getting Started in GoTo Admin with GoTo Connect.

Quick Start Video

Set Up Your System Settings

How do I set my system defaults?

Before you begin: You must be assigned the Super admin role to perform this task.
  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select System Settings in the left navigation menu.
  3. Configure your system defaults.

Add Your Phone Numbers

Choose how you want to get your numbers.

Buy a new or temporary phone number

Check which numbers are available and place an order for local, toll-free, or vanity numbers. Only available for numbers inside the US and Canada.

Before you begin: You must be assigned the 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. The ordering process below is the same regardless if the number will be permanently or temporarily used.

  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Phone Numbers in the left sidebar and then select Order New.
    Note: If you get a message that there are no numbers currently available, please continue to complete the online steps. Doing so will place a manual order with our Telecom team on your behalf.
  3. Optional: If you order a number for temporary use, please email numbers@logmein.com when you are ready to remove the phone number(s) from your account.
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 to GoTo Connect

Submit a request to have your phone numbers transferred (or ported) over to us from your previous provider. Only available in the United States and Canada.

Before you begin: You must be assigned the Admin or Super admin role to perform this task.

These are the requirements to port a number. If a port request is rejected because one or more of these requirements are not met, you may incur a $15 charge.

  • Have a copy of your most recent bill
  • Your account must be in good standing
  • There can't be any freezes, pending orders, or disconnected numbers on your account

Here are some tips of the do's and don'ts before you get started:

  • Be exact. Your information (including your pin number) must match exactly with what’s on record with your current phone service provider. If the information provided does not match, your transfer will be delayed or rejected. Refer to your current bill or contact your current service provider.
  • Be patient. Port requests with properly submitted information can take a minimum of 15 business days to process. If there are rejections due to incorrect information or anything else, that timeline will be extended.
  • Do not cancel your current service until the ports are all complete.
  • Do not cancel your Broadband service as this could cause a delay in starting your service with us.
  • Do not cancel your temporary number until the ports are all complete and the ported numbers are routed correctly. When you are ready to cancel a number, please email numbers@logmein.com.
  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Phone Numbers in the left navigation menu.
  3. Select Transfer and then choose one of the following options:
    • Transfer Numbers to start a new transfer request
    • Continue Transfer to continue working on an existing transfer request
  4. Complete all of the required fields.
    Tip: While adding the transferring number(s) to a 411 directory or assigning a caller ID are optional steps, we recommend that you complete these fields. There may be a charge for adding or changing the caller ID or directory listing after the transfer has been completed.
  5. Select Accept & Submit when you are done.

    Result: The request will show up in your Orders dashboard where you can track its progress. You will receive an email when we receive a transfer date (a.k.a. Firm Order Commitment (FOC)) from your current carrier. This may take a few days or more depending on your current carrier and the quality of the information you provided in your request.

  6. Optional: Order a number for temporary use while you wait for your port to complete. This would allow you to enable a forward on your old system from your porting number to this temporary number to allow you to use your new system sooner.
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.

Set Up Your Phone Numbers

Change the phone number that displays on outbound calls

Override the default caller ID for those lines that require something different.

Before you begin: You must be assigned the Admin or Super admin role to perform this task.

  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Choose Lines in the left navigation menu and then select the line that you need to change.
  3. From General > Outbound Call Options, set the External Caller ID to Use and then choose the desired phone number.
  4. Save your changes.
What to do next: If you are looking to add or change the caller ID altogether, see How do I change my caller ID?

Set up texting on a phone number

Send and receive text messages from your business number. Only available in the United States and Canada.

  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Phone Numbers in the left navigation menu and then select the phone number that needs texting enabled.
    Note: SMS is not available for toll-free numbers.
  3. Choose the Permissions tab.
  4. From the Who field, choose a user from the drop-down list that will send text messages from this phone number.
    Attention: If you do not see the texting tab, it is because the carrier of your phone number does not support texting and MMS. You can email numbers@goto.com to get help switching your phone number to a different carrier.
  5. Select the newly added user and then under the Permissions field check Enable SMS.
    Note: Limit texting permissions to one user per phone number.
  6. Select Save.

    Result: It can take ≈20 minutes before texting is fully functional.

  7. Optional: To remove a user’s texting permissions, hover over the user and then select Admin Portal Trash Icon.

Add Your Locations

Add your locations

Use locations to maintain validated addresses for easy re-use. Only available in the United States and Canada.

Before you begin: You must be assigned the Admin or Super admin role to perform this task.
  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Locations in the navigation menu and then select Add Location.
  3. Choose a Region.
  4. Complete the Street Address. It will pre-populate the remaining fields where possible.
    Note: If using cardinal directions, use the abbreviation. For example, instead of South, use S.
  5. If the remaining fields do not populate, complete the City, State, and Zip Code.
    Note: These fields may vary depending on the selected region. Complete all necessary fields.
  6. Select Save.

Set Up Your Users

Add users

Before you begin: You must be assigned the Admin or Super admin role to perform this task.
Attention: This action creates a new billable device if you select an option under User and Device Settings. If you have purchased the Connect Bundle, this process will also auto-generate your user license for GoTo Meeting.
  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Users in the left sidebar and then select Add User.
  3. Enter the user’s First Name and Last Name.
  4. Optional: Enter the user's Email.
    Note: The email address entered here will log the user in to any applications and softphones once the user registers their email address. If you do not enter an email during this setup process, you will see a field called Set Email Address on the user's profile should you want to add an email later.
  5. The next available number will automatically populate the Extension Number; change this as needed.
  6. Complete the User and Device Settings:
    Tip: You can leave both options unchecked to create a standalone user as long as the Identification fields are complete.
    Option Description
    Enable Softphone Allows the user to access the desktop or mobile app.
    Assign a Deskphone Allows the user to choose an existing phone or add a new phone.
    • New Device: Creates a new device and links it to the new user.
      • MAC Address: A 12 digit string which is typically found on the bottom of the device.
      • Model (Optional): You can leave this field blank and it will automatically populate when you provision the device. It is therefore optional for all devices except some paging devices.
    • Existing Device: Links the device to a previously created hardware profile upon selection.
  7. Complete the Administrator's Permissions (Optional):
    Option Description
    Super Administrator Allows the user full access to the PBX.
    Custom Allows the user to choose from the following permissions:
    • Configure PBX
    • View Invoices
    • Pay Invoices
    • View Reports
    None Does not add any user permissions.
  8. Select Ok and then select the new user to configure their settings.
  9. Optional: Select Devices or Lines in the left sidebar to configure the user's phone or line settings.
What to do next: To bring your user and their phone to life, have them register their email and then route a phone number to their line, add the user into a user group, add their line into a dial plan, give the user various permissions, or set them up with the mobile or desktop app.

Customize the settings for each user

Customize the following settings:
  • Name
  • Email
  • Dialable username/password
  • Ability to log in
  • Assigned groups
  • Hot Desking

Enable user login

  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Users in the left navigation menu and then choose the user that needs login access.
  3. From General > Identity, enter an Email.
    Note: If the user was created without an email initially, you will see Set Email Address instead of Email. Enable this setting to enter the email address as instructed.
    Note: The email address the user enters during registration must match this field. If there is a mismatch, the user will not be able to sign in.
  4. Enable Allow Web Login.
  5. Save your changes.
What to do next: Instruct your new user to register their email address.

Instruct each user to set up their voicemail greeting

Have each user follow these instructions in either their mobile/desktop app or their deskphone to record their voicemail greeting.

Users can learn more about managing their notifications and customizing their voicemail settings with our voicemail guide.

Set Up Phones/Apps

Choose if you want your users to download the desktop or mobile app with softphone or use a physical desk phone.

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.

macOS

Watch Video

Tip: You can also access a web version by going to https://app.goto.com.

System requirements: macOS 10.13 or higher.

Before you can use the apps, you must register your email and a system admin must assign a device profile to you.

  1. Download the version of GoTo that's right for your Mac.
    Note: Verify which chip your Mac has by going to Apple menu > About This Mac > Overview > "Processor" or "Chip", and then check if it says "Intel" or "Apple".
    1. Mac with Intel chip
    2. Mac with Apple chip
  2. Open and run the downloaded install file.
  3. Follow the on-screen instructions to complete the installation.
    Note: We can only guarantee security and compatibility with services if the app is updated at least once a quarter.

Windows

Watch Video

Tip: You can also access a web version by going to https://app.goto.com.

Before you can use the apps, you must register your email and a system admin must assign a device profile to you.

System requirements: Windows 10 or higher.

  1. Download GoTo for Windows.
  2. Open and run the downloaded install file.
  3. Follow the on-screen instructions to complete the installation.
    Note: We can only guarantee security and compatibility with services if the app is updated at least once a quarter.

iOS

Watch Video

Before you can use the apps, you must register your email and a system admin must assign a device profile to you.

System Requirements: iOS 12.0 / iPad OS 12.0

  1. Download GoTo mobile appfor iOS.
  2. Select Sign in and then log in with your GoTo credentials.

Android

Watch Video

Before you can use the apps, you must register your email and a system admin must assign a device profile to you.

System Requirements: Android 8.0 or newer. Unauthorised .apk installations via 3rd party stores are not supported.

  1. Download GoTo mobile appfor Android.
  2. Select Sign in and then log in with your GoTo credentials.

Deploy the GoTo desktop app to multiple computers

Follow the instructions here.

Learn more about using GoTo:

Set up a desk phone

This is the traditional option to have a physical phone.

  1. Have the user plug in their phone.
  2. Provision the phone if it was not purchased from us.

Create Your Call Routes

Plan your call routes

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 line (personal extension)
  • 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

Build your call routes

Select a call route option below to learn how to set it up:

Note: If you are going to route a phone number to a dial plan, make sure all of the pieces you want to include in your dial plan (such as a schedule, call queue, or the sound clip that greets customers and tells their options) have been built before you put together your dial plan.
What to do next: Route your phone number to the call route you just created.

Route your phone numbers

Before you begin:
  • You must be assigned the Admin or Super admin role to perform this task.
  • Make sure you set up the phone number’s destination extension first. For example, if routing the phone number to a line, verify it has a device profile. If using a dial plan, verify all of its nodes are complete and connected.
  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Phone Numbers in the left navigation menu and then select the phone number that you need to route.
    Tip: You can also select Admin Portal Edit Icon to edit the phone number in-line.
  3. From General > Behavior, choose Extension or Another phone number on this system and then choose the desired destination.
    You can direct a phone number to any extension type in the system including lines, ring groups, conference bridges, call queues, dial plans, shared voicemail boxes, and virtual fax machines.
  4. Select Save.

Additional Options and Resources

Supported integrations

Check your network strength

Before you begin:
  1. Open GoTo Network Test from your system applications.

    Result: The GoTo icon will appear in your menu bar (Mac) or taskbar (Windows).
    GTNT taskbar icon

  2. Open the GoTo Network Test drop-down menu.
    Operating System How-to
    Mac Select the GoTo icon in the menu bar.
    Windows Right-click the GoTo icon in the notification area of the Windows taskbar.
    Note: You may have to select Show hidden icons if your icon is hidden.
  3. Choose Launch pre-qualification test — the test will launch in new browser window and may take a few minutes.
  4. After the test is complete, select the product tabs at the top to see how your network is performing with various GoTo products.

    Troubleshooting:

    • If your network test results show any issues, please contact your internet service provider to review your network connectivity.

GoTo Connect Billing User Guides

Choose your location below to access your region's specific billing guide.

Available add-ons

  • GoTo’s Customer Engagement solution helps you grow your small business, with new channels like SMS and surveys, outbound campaigns, and one team inbox for every conversation.
  • GoTo’s Contact Center solution is perfect for small and mid-size businesses who need to boost their service and sales, with agent and supervisor tools, powerful admin controls, and advanced reporting and analytics.

Article last updated: 9 October, 2023