Change the settings on a phone number

Attention: United States carriers are now blocking all unregistered outbound SMS per industry regulations to combat spam. Registration is mandatory for all providers, not just GoTo Connect. Register now to restore or maintain SMS service. GoTo Connect cannot expedite carrier reviews.

Modify phone number settings for texting, hold music, caller id, billing groups, call recording, call routing, etc.

GoTo Admin

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

Before you begin: You must have an admin or super admin role to perform this task.

Sign in to GoTo Admin.
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 what you want to do:

Options	Steps
Activate Instant Response	Important: At least one user must be given texting permissions prior to performing this task. From Settings, select Instant Response and then enable the feature. See Set up instant response text messages for more help.
Allow user permissions (texting, instant response, switch outgoing caller ID)	From Settings, 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 for 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	From Settings > General, enable Block Caller ID.
Change billing group	From Overview, select Edit details. Choose a billing group from the drop-down list and then select Save. This feature may not be available with your plan.
Change name	From Overview, select Edit details to make changes to the phone number's name.
Change Caller ID name	From Overview, select Edit details to make changes to the phone number's Caller ID name.
Choose hold music	From Settings, 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, see Use the audio library. Watch Video
Delete all texts	From Settings > Texting, select 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	From Settings > 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.
Record incoming or outgoing calls	Call recording must first be enabled in your default phone settings to choose the desired storage options. From Settings, select Recording and then enable Recording incoming calls and/or Recording outgoing calls.
Route/reroute calls	From Settings > Call routing or the Reroute button on the top-right, choose a different phone number or extension for this phone number's incoming calls.

Select Save when finished.

PBX Administration (classic)

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

Phone number settings

Below is a list of all the phone number settings and their descriptions.

General

**Identity**
Setting	Description
Name	The name used to identify the number in the admin portal. This does not affect caller ID etc.
Number — View Only	A sequence of digits used to dial your phone system.
Caller ID — View Only	The name portion of the caller ID. Note: To change the caller ID, you will need to contact customer support.
Block Caller ID — Optional	Displays the caller ID as private, restricted, or anonymous for all outbound calls—including calls routed to external numbers. This setting can be overridden on a per-call basis by dialing `82`* before the outbound number. To learn more about how to override block caller id:
Type — View Only	The type of number (toll-free, inbound-only, two-way).
Billing Group — Optional	Sorts billable numbers (and devices) by billing group on your monthly invoice for internal accounting and reporting purposes.

**Privacy Options**
Description
Permanently deletes all text messages for the number.

**Behavior**
Description
Routes callers to an extension or to another phone number on the system.

**Hold Music**
Description
Controls which playlist callers hear while on hold.

Recording

Before you can enable call recording, your remote storage must be setup.

Setting	Description
Record Incoming Calls — Optional	Enables recording of all incoming calls to this number. Recordings will be saved to your remote storage.
Record Outgoing Calls — Optional	Enables recording of all outgoing calls from this number. Recordings will be saved to your remote storage.
Note: If you enable call recording system-wide and on an individual line, ring group, or phone number; only one copy of call will be recorded. If you enable call recording system-wide or on a phone number, as well as on an individual call queue; multiple copies of the call will be recorded. The queue will generate a recording that excludes the hold music, where the other recordings will include the hold music. If you enable call recording system-wide or on a phone number, as well as on an individual conference bridge; multiple copies of the call will be recorded. The bridge will generate a recording that starts when the first participant enters and ends when the last participant exits, where the other recordings will be from the perspective of each participant.

Permissions

**Permissions Administration**
Description
Controls which user(s) are allowed to send text messages from the number (not supported on international numbers). Limit these permissions to only one user per number. Note: You must complete SMS registration to enable SMS permissions.

Set up texting on a phone number

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

Before you begin: You must have an admin or super admin role to perform this task.

Sign in to PBX Administration (classic)
From the left navigation menu, select Phone Numbers, and then select the phone number that needs texting enabled.

Note: SMS is not available for toll-free numbers.
From Permissions, use the drop-down menu in the Who field to select the user who will send text messages from this 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.
Select the newly added user and then under the Permissions field, check Enable SMS.

Note: Limit texting permissions to one user per phone number.
Select Save.
Result: It can take ≈20 minutes before texting is fully functional.
Optional: To remove a user’s texting permissions, hover over the user and then select .

Block a phone number's caller ID on outbound calls

Hide your information from the recipient by displaying it as private, restricted, or anonymous.

Before you begin: You must have an admin or super admin role to perform this task.

Tip: If you only want to block caller ID for a single call, dial *67 + phone number.

Sign in to PBX Administration (classic)
From the left navigation menu, select Phone Numbers and then select the phone number whose caller ID you need to block.
From General > Identity, enable Block Caller ID.
Select Save.

Note: You can override this setting on a per-call basis by dialing*82 before the outbound number.

What to do next: When this setting is enabled, the caller ID will be blocked on all calls routed to an external number (e.g., Find Me/Follow Me, ring groups, dial plans, etc.).

Choose outgoing caller ID

Before you begin: You must have an admin or super admin role to perform this task.

Note: This is a beta feature and may not be available on your account.

Sign in to PBX Administration (classic)
From the left navigation menu, select Phone Numbers and then select the desired phone number.
From Permissions, use the drop-down menu in the Who field to select the user that needs access.
Select the newly added user and then check Select outgoing caller ID.
Select Save.
Optional: To remove a user’s outgoing caller ID permissions, uncheck Select outgoing caller ID.

Article last updated: 7 April, 2025

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