How do I change the settings on a device?

Update a device's settings as needed; such as who the device is assigned to, the extension number it uses, associated resources, button configuration, and emergency settings.

Important: We're in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

If you're an admin who signs in at https://admin.goto.com, these steps are for you.

Change device settings

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

Sign in to GoTo Admin.
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.
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.
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.
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.
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

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.

PBX Administration (classic)

If you're an admin who signs in at https://my.jive.com/pbx, these steps are for you.

Device settings

Settings

**General Settings**
Setting	Description
Assigned User	The user assigned to the device.
Name	The name used to identify the device in the admin portal.
Display Name	The name displayed on the phone. Note: Not all phones support this feature.
Time Zone — Optional	The time zone for the device.
Corporate Directory — Optional	Syncs a corporate directory (LDAP) to the device.
Secure Calling — Optional	Enables call encryption. Note: Supported on Cisco MPP, Polycom, and Yealink only.
Resync Device	Select to sync minor changes with the device remotely.
Paging Profile — Optional	The paging profile used for multicast paging.
Outbound Proxy — Optional	The outbound proxy used by the device for sending messages to GoTo servers. Note: Outbound proxy is typically configured by GoTo Connect to accommodate specific network setups and is not commonly required.
Registration Proxy — Optional	The registration proxy with which the device configures.
Polycom Acoustic Fence — Optional	Enables noise cancellation on Polycom VVX phones that automatically filters background noise for your callers—making it easier for them to hear you. This is a one-way feature, only the audio your callers hear is affected; what you hear from them will remain unchanged. Firmware version 5.4.4 or higher is required.
Polycom Acoustic Fence Threshold	Determines the amount of background noise that is filtered when using the Polycom Acoustic Fence. Enter a value between 1 (low noise situations) and 10 (high noise situations).
JBC — Optional	Assigns a Jive Business Continuity (JBC) device to the device. Note: Outbound proxy and Registration proxy are disabled while using JBC.
Billing Group — Optional	Sorts billable devices and phone numbers by billing groups on your monthly GoTo invoice for internal accounting and reporting purposes.
Multicast Mega Volume — Optional	Increases the device volume for received multicast pages. Useful in large rooms or noisy environments. Note: Support on limited Yealink models only.

Hardware

**Device**
Setting	Description
Allow the phone to retrieve its configuration	Gives the device access to provisioning data (rarely disabled). Tip: Disable this setting to prevent GoTo's provisioning servers from clearing any manual changes made directly on the device.
Hardware	Provisions the device to the selected hardware profile.
Reset Secure Provisioning	Allows a device to reconnect to GoTo after a factory reset. Note: Not all phones support this feature.

**Custom Settings**
Description
Lists all custom settings set up manually on the device.

Button Configuration

**Button Settings**
Setting	Description
Allow this device to monitor the presence of other devices	Enables presence monitoring to visually monitor speed dial contacts assigned to line keys on the phone to know if they are on an active call.
Allow user to change all Speed Dial buttons in GoTo	Allows the user to edit their speed dial key(s) from GoTo. Note: Not all phones support this feature
Convert Directory Contacts Into Buttons	Adds the first lines in the directory to all unassigned buttons on the phone.
Enable Remote Directory	Adds all the lines on the system as a static directory on the phone. The user cannot modify this directory. Note: Not all phones support this feature
Fill Directory Automatically	Adds all lines on the system to the user-editable directory on the phone. If the user clears this directory, it will populate again automatically. Note: Supported on Polycom only.
Use Jive's Button Configuration	Enables all button types. When unchecked, you can only select line as the button type. Note: Supported on Polycom VVX only.

**Button Types**
Setting	Description
Not configured	No button type is selected. Button will not function.
Line	Allows you to choose a primary or secondary direct extension.
Line (No Ring)	Allows you to choose a primary or secondary direct extension. There will be no audible ring on this button.
Speed Dial w/Presence (Buddy Watch) — Limited Support	Allows you to add an internal extension or an external phone number as a speed dial that can be monitored visually using the light icon next to the button.
Speed Dial	Allows you to add an internal extension or an external phone number as a speed dial.
Speed Dial w/Presence — Recommended	Allows you to add an internal extension or an external phone number as a speed dial that can be monitored visually using the light icon next to the button.
Speed Dial / Transfer w/ Presence	Allows you to use speed dial when not on a call, but will enable one-touch transfers to the monitored extension when on a call.
Call Park	Adds a call parking spot to the button to park calls to a specific spot with presence monitoring. Enter a label for the button and then a parking spot for the extension (e.g., `8`). Note: Not all phones support this feature.
Multicast Paging Group	Adds a paging zone to the button for transmitting pages. Note: Supported on Cisco MPP and Yealink only.
Custom Defined on Phone	Allows the phone to have functionality manually assigned to the button that cannot be overwritten by provisioning.

Usage

Description
Lists all queues the device is logged in to as an agent.

Turn call encryption on/off

Our secure calling feature always encrypts the first path of audio and will encrypt both if your call is with another device that has secure calling enabled as well.

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

This feature is supported on Cisco MPP, Polycom, and Yealink desk phones as well as our GoTo app.
Our voice features, like call monitoring and call recording, still work with call encryption enabled.
Call encryption may use slightly more bandwidth and will change the network protocol you’re using. As a result, be sure to adjust your network policies as needed.
If media release is enabled on your network, secure calling will override this setting.
Secure calling uses TCP protocol. Ensure that port 5062 is enabled on your network.
You can also enable call encryption from a device profile.

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
From Security, toggle Secure Calling on or off for each phone.
Result:
- The phone will automatically reboot. A padlock will appear on the phone’s display when call encryption is enabled.

Link MAC address to a device profile

This article discusses how a MAC address can be added to a device after the initial creation.

Before you begin:

You must be assigned the Admin or Super admin role to perform this task.
The hardware profile must be created.

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Click Devices in the left sidebar and then choose the device that needs a MAC address added.
From Hardware > Device, verify Allow the phone to retrieve its configuration is enabled.
Select the desired Hardware.
Click Save.

Add a user to a phone

Linking a user to a phone allows that individual to use the phone as their own and make customizations.

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

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Devices in the left sidebar and then choose the phone that needs a different user assigned.
From Device Settings > General Settings, select an Assigned User.
Select Save.
Power cycle the phone to apply the changes.

Change a user's name on a device

Identify your phones in the office by changing the name that appears on the actual device (e.g., “Front Desk” or “CEO”).

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

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Devices in the left sidebar and then select the device that needs a new name.
From Settings > General Settings, enter the desired label (name) in the Display Name field.
Select Save.
Power cycle the phone to apply the changes.
Result: Changing the name on a device does not affect the caller ID. The way in which the name displays on the device depends on your specific phone model.

Article last updated: 21 June, 2023

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