How do I handle employee turnover for GoTo Connect users?

Employees leave companies for a variety of reasons. But when they leave, they leave behind a device and extension that a new employee will need to use. Delete a user and reassign their device and direct extension to a new employee.

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.

GoTo Admin

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

Note the previous user's extension and device MAC address

Sign in to GoTo Admin.
Take note of the leaving employee's direct extension number and their device MAC address. To locate the information:
1. Select People > Users and choose the user that is leaving.
2. In their profile view, locate the Devices card and take note of the MAC address listed.
3. Choose the Settings tab under the user's name, and then choose Phones > Call routing .
4. Take note of the primary extension number listed.

Delete the previous user

Select People > Users.
Hover over the user that is leaving and select > Delete.

Add the new user

Before you begin:

You must be a Super admin to add new users with an Admin role/permissions assigned to them.

Sign in to GoTo Admin.
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.
Enter the new user's name, business email address, the primary extension number of the previous employee, emergency location, phone number and texting for that phone number (if there are unassigned phone numbers available).

Important: Verify the email address you've entered is correct. You cannot change the email address later.
Select Next.
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.
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.
Optional: If applicable, apply a user group.
Choose a language.
Choose a time zone.
Choose a welcome email. Choose the default welcome email or your custom welcome email if you have previously created a custom email template.
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.

Reassign the device

If you are no longer located in the new user's profile view, go to Users and select the new user you just created.
From the Overview tab, locate the Devices card and select the Assign device button.
Choose the previous user's device and select Assign.
If you are unable to locate the previous user's device, you can also reassign the device from the Devices in the left navigation menu:
1. From Devices, enter the MAC address in the search field.
2. Select the device.
3. From Overview > Details select Edit.
4. Change the Assign to field, from the previous user to the new user, and then select Save.

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.

PBX Administration (classic)

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

Add the new user

Before you begin:

You must be a Super admin to add new users with an Admin role/permissions assigned to them.
Note the extension (line) number that you want the new user to have.

Sign in to PBX Administration (classic).
Select Users in the left sidebar and then select Add User.
Enter the user’s First Name and Last Name.
Optional: Enter the user's Email.

Note: The email address entered here will log the user in to any applications and softphones once the email is registered. 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.
The next available number will automatically populate the Extension Number; you can change this to the previous user's number later.

Complete the User and Device Settings:

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. Select Existing Device and choose the previous user's device from the drop-down menu.

Choose a role from the Role drop-down menu.
Select Ok and then select the new user to configure their settings.

Reassign the extension number

Select Lines and select the previous user's line.
Under General > Name, manually enter the desired name.
Select Save.

Verify the device assignment

Before you begin:

Note the MAC address of the previous user's hardware.
Note: The MAC address is a 12 digit string which is typically found on the bottom of the device.

Select Devices and select the device that had been assigned to the previous user.

Note: The device can be found by searching for the old user or the new user in the Assigned User column or by MAC Address in the MAC Address column.
Verify the device has been assigned to the new user.
Troubleshooting: If the device is still assigned to the previous user:
1. Select the device.
2. Under the Settings tab, locate the Assigned User drop-down menu and choose the new user.
3. Select Save.
Power cycle the phone to apply the changes.

Delete the previous user

Select Users.
Hover over the user that is leaving and select and then select Delete.

Article last updated: 9 May, 2023

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