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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.
  1. Sign in to GoTo Admin.
  2. From People icon People > Users, selectAdd person (stick person with a plus sign) icon Add user on the top-right.
  3. 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.
    Add users select products screen
    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?
  4. 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.
  5. Select Next.
  6. Choose a product settings template from the drop-down list. Choose the system default or your custom settings if you have previously created a settings template.
  7. Choose an account role.
    Notice: Only Super admins can create users with the Super admin/Admin role. Admins will only be able to create users with a member role.
    Note: If the user is given a role that is not Super Admin, Admin or Member, you have the option to assign them as a user group manager.
  8. Optional: If applicable, apply a user group.
  9. Choose a language and time zone.
  10. Choose a welcome email. Choose the default welcome email or your custom welcome email if you have previously created a custom email template.
  11. Select Add user when complete.

    Result: The user will receive the welcome email with steps on how to begin using the system. If the user exists on another account, they will be sent an invitation to transfer to your account. If a user does not receive the welcome email within 10 minutes, have them check their junk/spam folders. You can also re-send the invitation.

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.

  1. Sign in to GoTo Admin.
  2. From People icon People > Users, select the user who needs changes made.
    Tip: While on any tab in a user's profile, you can select Three vertical dots icon 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.
  3. 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.
    1. Select Edit (pencil) iconEdit Details
    2. Make changes.
    3. Select Save.
    Devices Make changes to assigned devices. Watch video
    To assign a new device:
    1. Select + Assign device.
    2. Choose the device from the drop-down list.
    3. Select Assign.
    To unassign a device:
    1. Hover over the device.
    2. Select Three vertical dots icon and choose Unassign device from the drop-down list.
    Custom fields Make changes to custom fields:
    1. Select Edit (pencil) iconEdit Custom Fields to make changes to any custom fields that have been created
    2. 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:
    1. Select + Add to user groups.
    2. Choose an existing user group from the drop-down list.
    3. 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:
    1. Hover over the user group and select Remove (circle containing a horizontal line) icon.
    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.
  4. From the Products tab, you have the option to add or remove a user's subscription. This action will change the quantity of licenses available for your account. Learn more about managing product licenses.
    Tip: Depending on the license, you may have the ability to control the nested licenses separately.
  5. From the Settings > Phones tab, you have the option to change the following:
    Phones settings Options
    General Choose the user's dialable username and password.
    Call Routing Choose the user's primary and secondary extensions. Select Edit settings to change settings on the user's extension line such as find me/follow me, recording, voicemail, and virtual fax settings.
    Dialing Choose which types of numbers they can dial. Watch video
    Emergency services This feature is only available in the United States at this time.

    Choose the address and callback number for emergency services when this user dials 911. You can also choose a sub-location or override callback number if needed.

    Advanced Choose which other features you want to allow the user to access
    • Hot desking. Watch video
    • Roaming profile.
    • Manage prompt recordings.
    • Call monitoring. Watch video
    • Call parking permission.
    Tip: If enabling user monitoring, you can choose if you want users to have access to monitor all users or only specific users in Settings > Phones > Calls > User monitoring permissions scope.
  6. From the Settings > Meetings tab, you have the option to apply a product settings template by selecting the Apply template button to choose from a list of templates you have previously created or change the following:
    Meetings settings Options
    General Choose if the user can use backgrounds or display the attendee list during meetings.
    Audio Choose if you want to allow VoIP audio (requires mic and speakers), toll-free numbers, Call Me, custom audio, and long distance dialing permissions, and allow meetings to be started from the organizer's phone.
    Organizer Experience Choose if the user can record the meeting locally or in the cloud with transcriptions and/or share and collaborate on Miro boards with their attendees.
    Attendee Experience Choose what your user's attendees can do, such as share their webcam, control keyboard and mouse, join via web browser, participate in the chat feature, or allow audio reactions.
  7. From the Settings > Messages tab, you have the option to apply a product settings template by selecting the Apply template button to choose from a list of templates you have previously created or change the following:
    Messages settings Options
    Text to email forwarding Choose if you want to enable or disable text to email forwarding.
  8. From the Settings > > Webinars tab, you have the option to apply a product settings template by selecting the Apply template button to choose from a list of templates you have previously created or change the following:
    Webinars settings Options
    Audio Choose which features you want to enable, such as allowing VOIP audio, allowing long distance or toll-free numbers to be dialed, or allowing custom conference calls.
    Organizer Experience Choose which features you want to enable, such as the ability to record and save the webinar, share webcams, or allow chat and our Q&A feature.
  9. Optional: From the Settings > Training tab, apply a product settings template by selecting the Apply template button to choose from a list of templates you have previously created or change the following:
    Training settings Options
    Audio Choose which features you want to enable, such as allowing VOIP audio, allowing long distance or toll-free numbers to be dialed, or allowing custom conference calls.
    Features Choose which features you want to enable, such as the ability to record and save the training, share webcams, or allow attendees without the desktop app to join in a web browser.
  10. From the Settings > Assist tab, you have the option to apply a product settings template by selecting the Apply template button to choose from a list of templates you have previously created or change the following:
    Assist settings Options
    General Choose which features you want to enable, such as the ability to remotely control a device, send files, or access unattended devices.
  11. Select Save.

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.

Watch videos

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.

  1. Sign in to GoTo Admin.
  2. From Devices (deskphone) icon Devices, select + Add device.
  3. Choose your device type:
    • Select User device, if the device is for a user to make and receive calls with a physical device in addition to a softphone.
    • Select Standalone device, if the device is to give a user an additional phone for their current line or to add a device that doesn't need a user, such as a fax adapter or GoTo Room devices.
  4. Enter a Name.
    Tip: This is usually the name of the user that will use the device or the name of the room the standalone device is located in.
  5. Enter the MAC address for the device.
    Tip: This 12 digit number is the device's unique identifier and is typically found on the back of the device.
  6. Assign a license to activate the device:
    • User device: Choose a user from the Assign to drop-down menu. If you are unsure of the user, you can skip this step but the device will not be activated until a user with a license is assigned to the device.
    • Optional: Standalone device: Enable the GoTo Connect license feature. You can skip this step but the device will be inactive.
  7. Choose a Model from the drop-down menu.
    Tip: If you cannot find your device in the Model drop-down list, you can leave the field blank.
  8. Optional: Enter Notes as needed.
  9. Select Save when complete.

Customize the settings for each phone/device

Before you begin: You must be assigned an Admin or Super admin role to perform this task.
  1. Sign in to GoTo Admin.
  2. From Devices (deskphone) icon Devices, select the device that needs changes made.
    Tip: You can filter the list by choosing a device type.
  3. Optional: From the Overview tab, change the following:
    • Details: Select Edit (pencil) iconEdit 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.
  4. Optional: From the Settings > General tab, change the following:
    • General: Choose the name displayed on the device, its time zone, where in the corporate directory the handset should appear, enable automatice directory filling, a paging profile zone, the device password, allow users to enable do not disturb (DND), and define a default transfer type.
      Note: Changing the device name will not alter Caller ID. The name feature is not supported on all phones.
    • Call routing: This section will only be visible if the device is not assigned to a user (also known as a standalone device). Choose the primary and secondary extensions. Select Edit settings to change settings on the device's direct extension, such as extension number, find me/follow me, recording, voicemail, and virtual fax settings.
    • Desk phones background image: Manage the background images for your device by adding up to 5 images to your album. You can either choose from default manufacturer images or upload your own custom images. After adding images to your album, select one to set as your default background.
      Tip: Select Use system default to apply the background image settings configured by your IT admin for your account.
    • Dialing: This section will only be visible if the device is not assigned to a user (also known as a standalone device). Choose which types of numbers this device can dial.
    • Advanced: Choose outbound proxy, phone configuration options and VLAN ID.
      Note: Enabling the Allow phone to retrieve its configuration option gives the device access to provisioning data. Disable this setting to prevent our provisioning servers from clearing any manual changes made directly on the device.
    • Hardware Security: Choose to enable call encryption and reset secure provisioning on a device.
      Note: Depending on your phone model, call encryption may or may not be available. When call encryption is enabled, the device will need to re-sync. You will see the option to "Save & resync" as you edit this setting.
    Tip: Secure calling is automatically enabled for all Tier 1 phones. Currently, secure calling cannot be turned off.
  5. Optional: From the Settings > Button Configuration tab, choose how the available on-device buttons function. Not all button types are available for every phone model. Refer to How do I set up button configuration on a phone? for additional detailed steps.
  6. Optional: From the Settings > Emergency settings tab, view or change the emergency location information for the device. This feature is being released in a phased rollout and may not be available on your account yet. Refer to How do I assign a device to an emergency location? for additional detailed steps.
  7. Select Save when complete and then choose your resync preference:
    • Save — Changes will be saved and applied the next time the phone reboots.
    • Save & resync now — Changes will be applied to the device immediately. This may take a few minutes, but will not shut down the device entirely.
    • Save & resync overnight — Changes will be applied to the device between 11pm and 3am on the device's timezone. This may take a few minutes, but will not shut down the device entirely.
What to do next: While on any tab in a device's profile, you can select the Three vertical dots icon 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.
  1. Sign in to GoTo Admin.
  2. From Phone system (phone in a cloud) icon > 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.
  3. Complete each field of the respective form.
    Tip: You can select Create another after save if you are going to be making multiple realms or profiles at once.
  4. Select Save when complete.
  5. Customize the settings as needed.
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.
  1. If you are not already, sign in to GoTo Admin.
  2. From Phone system (phone in a cloud) icon Phone system > Phone numbers, select + Order new numbers.
  3. Select your region.
  4. 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.
  5. Optional: Add Caller ID name to your phone number(s). Then select Next.
  6. Optional: Add Directory listing to help make it easier for your customers to reach out to you.
  7. 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.
  1. Sign in to GoTo Admin.
  2. From Phone system (phone in a cloud) iconPhone system > Phone numbers, select + Port existing numbers.
  3. Select your Region, then select Next.
  4. Add your 10-digit phone number(s), then select Add.
    Note: You can also select Import numbers to upload a CSV file of phone numbers you would like to port.
  5. Enable the check box to confirm these numbers are connected to your existing account. Then select Next.
  6. Select the desired Port date. Then select Next.
    Important: Ports can be preformed no earlier than 6 days following the request and no longer than 30 calendar days following the request. Also, ports cannot be performed on weekend days or holidays.
  7. Use your recent phone bill to enter your carrier's information.
  8. Optional: Upload your phone bill to help avoid any delays in the transfer process.
  9. Enable the check box to confirm that this account is in good standing without any freezing or pending orders.
  10. Optional: Add Caller ID to your phone number(s). Then select Next.
  11. Optional: Add Directory listing to help make it easier for your customers to reach out to you.
  12. Carefully review and verify your port order and ensure all the details are accurate before selecting Next.
  13. Enter the name of the authorized account holder.
  14. Select Place order.

    Result: The request will show up in your Orders 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.

What to do next: You can proactively set up your dial plan and properly route the phone number while you wait for your port to transfer. You will be able to take calls as soon as the port is complete.

Customize settings for each phone number

Before you begin: You must be assigned an Admin or Super admin role to perform this task.
  1. Sign in to GoTo Admin.
  2. From Phone system (phone in a cloud) icon Phone system > Phone numbers, select the number that needs changes made.
    Tip: Select Download Icon 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.
  3. 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 Permissions > + Add user 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).

    Watch Video icon

    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 Settings > General and enable the Block Caller ID setting.
    Change billing group From the Overview tab, and then select Edit (pencil) icon 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 (pencil) icon Edit details to make changes to the phone number's name.
    Change Caller ID name Select the Overview tab and then select Edit (pencil) icon 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 Texting > Clear SMS 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 Settings > Call routing 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.
  4. Select Save.

Choose which phone number to display on outbound calls

  1. Sign in to GoTo Admin.
  2. From Phone system (phone in a cloud) icon Phone system > Call routes > Direct extensions, select the line that you need to change.
  3. From the Settings tab, select General > Outbound call options, enable Overwrite external caller ID.
  4. 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.
  5. 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.
  1. Sign in to GoTo Admin.
  2. Select Locations in the navigation menu.
  3. If you are setting up a new location:
    1. Select + Add location button on the top right.
    2. 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.
    3. Enable the Emergency locationsetting.
    4. 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.
    5. Select Save.
  4. If you are registering an existing address with emergency services:
    1. Select an existing location.
    2. Select Register location on the Emergency services card.
    3. Enable the Emergency location setting.
    4. 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.
    5. Select Save.
  5. Check the emergency location's status:
    1. Use the breadcrumbs at the top to return to your list of locations.
    2. Find your emergency location's status under the Emergency services column.
    3. 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.
  6. 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
If these terms are unfamiliar to you, see below to learn what types of extensions there are and what they are best used for:
  • 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.
View Build your call routes below to learn more about these options and how to set them up.

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?
  1. Sign in to GoTo Admin.
  2. From Phone system (phone in a cloud) icon Phone system > Extensions overview, select Add extension.
  3. Choose the type of extension you want to create from the drop-down menu.
    Note: When creating a direct extension (also called a line), ring group, or shared voicemail, a voicemail box is automatically created and associated with that extension type. You can customize your greeting and other voicemail settings as needed.
  4. Complete each field of the form.
  5. Select Save when completed.
  6. Choose the newly created extension from the overview list to update its settings.
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

  1. Sign in to GoTo Admin.
  2. From Phone system (phone in a cloud) icon Phone system > Phone numbers, select the number that you need to route.
  3. To route a number for the first time:
    1. Go to Phone system (phone in a cloud) icon Phone system > Phone numbers and then select Configure in the Route to column by the number you need to route.
    2. Choose the desired extension or phone number destination.
    3. Select Save.
  4. To re-route a number:
    1. Go to Phone system (phone in a cloud) icon Phone system > Phone numbers and select the number that you need to reroute.
    2. From Settings > Call routing > Route calls to, 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.
    3. Select Reroute on the top right.
  5. 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.
  1. Sign in to GoTo Admin.
  2. From the left navigation, select Home.
  3. Select Add-ons.
  4. A list of available add-ons will appear. Select an add-on to begin the purchase.
  5. 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.
  6. If you would like to purchase the add-on, enter your billing email address.
  7. By submitting this order, you will need to agree to the Terms of Services and Privacy Policy.
  8. 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:
  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.
    Fastpath: For results, refer to the "data collected" table within the What is GoTo Network Test? article and analyze the performance of your network.

    Troubleshooting:

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

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.
  • 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

  1. Sign in to GoTo Admin.
  2. From the top navigation menu, select App switcher (grid of 9 squares) icon.
  3. Select Integrations and then choose the integration you want to connect to your account.
  4. Complete the required fields.
  5. 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.
  1. From the menu bar of your admin portal, select App switcher (grid of 9 squares) icon.
  2. Select Billing to launch your associated billing portal in a new tab.
  3. If prompted, sign in with your admin portal credentials.
  4. 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.

View training courses button Meet with a specialist button

Article last updated: 4 November, 2024
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