GoTo Connect

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.

1Notice

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

2Quick Start Video

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3Set Up Your Users

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Please note: 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 GoToMeeting.
  1. Log in at https://my.jive.com/pbx.
  2. Click Users in the left sidebar and then click Add User.
  3. Enter the user’s First Name and Last Name.
  4. Optional: Enter the user's Email. The email address entered here will log the user in to any applications and softphones once the email is registered.
  5. The next available number will automatically populate the Extension Number; change this as needed.
  6. Complete the User and Device Settings:
    OptionDescription
    Enable SoftphoneAllows the user to access GoTo Connect desktop or mobile.
    Assign a DeskphoneAllows 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.
    • Existing Device: Links the device to a previously created hardware profile upon selection.
    Tip: You can leave both options unchecked to create a standalone user as long as the Identification fields are complete.
  7. Complete the Administrator's Permissions (Optional):
    8. OptionDescription
    Super AdministratorAllows the user full access to the PBX.
    CustomAllows the user to choose from the following permissions:
    • Configure PBX
    • View Invoices
    • Pay Invoices
    • View Reports
    NoneDoes not add any user permissions.
  8. Click Ok.
  1. Log in at https://my.jive.com/pbx.
  2. Click Users in the left sidebar and then click Add User.
  3. Customize the following settings:
    • Name
    • Email
    • Dialable username/password
    • Ability to log in
    • Assigned groups
    • Hot Desking
  1. Log in at https://my.jive.com/pbx.
  2. Click Users in the left sidebar and then choose the user that needs login access.
  3. From General > Identity, verify there is an email. If the user was created without an email initially, you will see Set Email Address instead of Email. Toggle this setting on to enter the email address as instructed.
  4. Verify that Allow Web Login is turned on.
  5. Click Save if any changes were made.
  6. Send your user(s) to http://onjive.com/register to complete their registration.
Note: 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 log in.
Have each user follow these instructions in either their mobile/desktop app or their deskphone to record their voicemail greeting.

Record from the app
1. Log in to your mobile app.
2. Tap your profile picture in the top left and then tap Voicemail.
4. Tap the record button next to the desired greeting type:
• Unavailable — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
5. Tap Record to start the recording.
6. Tap Stop to end the recording.
7. Tap Save when you are done.

OR

Record from a deskphone
1. Determine what kind of greeting you want to use:
• Unavailable — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
2. Press the voicemail button on your phone or dial *98/*99 from your phone to access the voicemail menu.
3. Dial your password (default 0000)
4. Press 0 for Mailbox Options.
5. Record the desired greeting type.
6. Follow the voice prompts to accept, review, or re-record the recording.
7. Hang up.

Please note: If they have a pre-recorded voicemail greeting file that they want to use, they will need to reach out to you to have that greeting uploaded to the system and assigned to their line.

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

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4Set Up Your Phones & Apps

Choose which type of phone or app you want your users to have:

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This is a desktop application that allows your registered users to combine our phone system with web, audio, and visual conferencing in one simple solution.
  1. Download GoTo Connect for your operating system:
  2. Open and run the downloaded install file.
  3. Follow the on-screen instructions to complete the installation.
This is a mobile application that allows your registered users to combine our phone system with web, audio, and visual conferencing in one simple solution.
  1. Download GoTo Connect Mobile for your phone's operating system:
  2. Tap Sign in and then log in with your GoTo Connect credentals.
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.

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5Order or Transfer Phone Numbers

Choose how you want to get your numbers:

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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. Log in at https://my.jive.com/pbx.
  2. Click Phone Numbers in the left sidebar and then click Order New. 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.
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).
Submit a request to have your phone numbers transferred (or ported) over to GoTo from your previous provider. Only available in the United States and Canada.
  1. Log in at https://my.jive.com/pbx.
  2. Click Phone Numbers in the left sidebar.
  3. Click Transfer and then select one of the following options:
    • Transfer Numbers to start a new transfer request
    • Continue Transfer to continue working on an existing transfer request
Note: Number transferring do’s and don’ts:
  • Be exact. Your information 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. 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 GoTo Connect service.
  • 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.
What to do next: 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. On average, it takes a minimum of 15 business days for numbers to fully transfer. You can also click Orders in the left sidebar for updates on the status of your transfer request(s).
  1. Log in at https://my.jive.com/pbx.
  2. Click Lines in the left sidebar and then click 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. Click Save.

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6Create Your Call Routes

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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
See Build your call routes to learn more about these options and how to set them up.
Click on a call route option below to learn how to set it up:Please 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.

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7Customize Your System

These are optional steps:

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Add all of your physical locations to your account for easy emergency service and SMS registration setup. Only available in the US and Canada.

You must have admin or super admin permissions.
  1. Log in at https://my.jive.com/pbx.
  2. To add a location:
    1. Click Locations in the left sidebar and then click Add Location.
    2. Select a Region.
    3. 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.
    4. 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.
    5. Click Save.
  3. To edit a location:
    1. Click the pencil icon next to the one you need to change.
    2. Make your changes.
    3. Click Save.
  4. To remove a location, click the trashcan icon next to the one you need to remove.
What to do next: Use the table settings icon on the top right to select what fields you see in the table.
On a Mac
System Requirements:
  • macOS Mojave or macOS Catalina
  • Internet/Outbound HTTPS (TCP Port 443) Access
  • The software uses the Qt Development Frameworks, a third party software library owned by The Qt Company licensed under the GNU LGPL v2.1 license. The source can be downloaded here.
  1. Download GoTo Network Test for Mac.
  2. Open and run the downloaded .dmg and then double-click the installer icon and follow the on-screen instructions.
    Note: Make sure to read the License Agreement carefully.
  3. Open GoTo Network Test.
  4. Click the GoTo icon in the menu bar and then click Show GoTo Network Test.
  5. To test your network, go to Test and verify Next Test displays Connected and ready. (This indicates the tool can report network data back to GoTo, not that the phones are working.)
  6. From System, write down your Passphrase and then contact Customer Support with the code, and they will run the tests with you.

On a Windows
System Requirements:
  • Windows 7 or Windows 10
  • Internet/Outbound HTTPS (TCP Port 443) Access
  • The software uses the Qt Development Frameworks, a third party software library owned by The Qt Company licensed under the GNU LGPL v2.1 license. The source can be downloaded here.
  • GoTo Network Test needs to establish frequent Internet connections in order to test your connectivity and receive updates. While GoTo Network Test is a clean and secure software, this behavior can be reason enough to get blocked by some antivirus or firewall vendors. In some cases, it might be necessary to manually unblock GoTo Network Test and its update component. The programs that need to be allowed are:
    • %LOCALAPPDATA%\GoTo Network Test\gotonetworktest.exe
    • %LOCALAPPDATA%\GoTo Network Test\autoupdate\launch-autoupdate-windows.exe
  1. Download GoTo Network Test for Windows.
  2. Open and run the downloaded .dmg and then double-click the installer icon and follow the on-screen instructions.
    Note: Make sure to read the License Agreement carefully.
  3. Open GoTo Network Test.
  4. Right-click the GoTo icon in the notification area of the Windows taskbar. You may have to click Show hidden icons if your icons are hidden.
  5. Click Show GoTo Network Test.
  6. To test your network, go to Test and verify Next Test displays Connected and ready. (This indicates the tool can report network data back to GoTo, not that the phones are working.)
  7. From System, write down your Passphrase and then contact Customer Support with the code, and they will run the tests with you.

Tip: If you'd like to run the network tests yourself, enter your passphrase here and then click Run Test.

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8Start Taking Calls (Go live!)

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  1. Log in at https://my.jive.com/pbx.
  2. Click Phone Numbers in the left sidebar and then click the phone number that you need to route. (You can also click to edit the phone number in-line.)
  3. From General > Behavior, choose Extension or Another phone number on this system and then select the desired destination that you built earlier in Build your call routes. (Remember, 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. Click Save.
  5. Repeat for all other phone numbers you will use.
Choose the billing user guide for your billing region to learn more about how billing works:

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9Contact Us

If you need more help, see the options at the bottom of this article for contacting our support teams.


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