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.
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 PBX Administration (classic) at https://my.jive.com/pbx. If you're an admin who uses GoTo Admin at https://admin.goto.com, please refer to: Getting Started in GoTo Admin with GoTo Connect.
Set Up Your System Settings
How do I set my system defaults?
Before you begin:
You must be assigned the Super admin role to perform this task.
- Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
- Select System Settings in the left navigation menu.
- Configure your system defaults.
Add Your Phone Numbers
Choose how you want to get your numbers.
Buy a new or temporary phone number
Check which numbers are available and place an order for local, toll-free, or vanity numbers.
Only available for numbers inside the US and Canada.
Before you begin:
You must be assigned the 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. The ordering process below is the same regardless if the number will be permanently or temporarily used.
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 to GoTo Connect
Submit a request to have your phone numbers transferred (or ported) over to us from your previous provider.
Only available in the United States and Canada.
Before you begin:
You must be assigned the Admin or Super admin role to perform this task.
These are the requirements to port a number. If a port request is rejected because one or more of these requirements are not met, you may incur a $15 charge.
- Have a copy of your most recent bill
- Your account must be in good standing
- There can't be any freezes, pending orders, or disconnected numbers on your account
Here are some tips of the do's and don'ts before you get started:
- Be exact. Your information (including your pin number) 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 or rejected. 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 service with us.
- 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: 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.
Set Up Your Phone Numbers
Change the phone number that displays on outbound calls
Override the default caller ID for those lines that require something different.
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.
- Choose Lines in the left navigation menu and then select the line that you need to change.
- From , set the External Caller ID to Use and then choose the desired phone number.
- Save your changes.
What to do next: If you are looking to add or change the caller ID altogether, see
How do I change my caller ID?
Set up texting on a phone number
Send and receive text messages from your business number.
Only available in the United States and Canada.
- Optional: To remove a user’s texting permissions, hover over the user and then select
.
Add Your Locations
Add your locations
Use locations to maintain validated addresses for easy re-use.
Only available in the United States and Canada.
Before you begin:
You must be assigned the Admin or Super admin role to perform this task.
Set Up Your Users
Add users
Before you begin:
You must be assigned the Admin or Super admin role to perform this task.
Attention: 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 GoTo Meeting.
What to do next: To bring your user and their phone to life, have them
register their email and then
route a phone number to their line, add the user into a
user group,
add their line into a dial plan, give the user various
permissions, or set them up with
the mobile or desktop app.
Customize the settings for each user
Customize the following settings:
- Name
- Dialable username/password
- Ability to log in
- Assigned groups
- Hot Desking
Enable user login
What to do next: Instruct your new user to
register their email address.
Instruct each user to set up their voicemail greeting
Have each user follow these instructions in either their mobile/desktop app or their deskphone to record their voicemail greeting.
Users can learn more about managing their notifications and customizing their voicemail settings with our voicemail guide.
Set Up Phones/Apps
Choose if you want your users to download the desktop or mobile app with softphone or use a physical desk phone.
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.
Set up a desk phone
This is the traditional option to have a physical phone.
- Have the user plug in their phone.
- Provision the phone if it was not purchased from us.
Create Your Call Routes
Plan your call routes
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
Build your call routes
Select a call route option below to learn how to set it up:
- Personal Line
- Dial Plan with Nodes
- Call Queues
- Ring Groups
- Virtual Fax
- Conference Room (Bridge)
- Shared Voicemail Box
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.
What to do next: Route your phone number to the call route you just created.
Route your phone numbers
Before you begin:
- You must be assigned the Admin or Super admin role to perform this task.
- Make sure you set up the phone number’s destination extension first. For example, if routing the phone number to a line, verify it has a device profile. If using a dial plan, verify all of its nodes are complete and connected.
- Select Phone Numbers in the left navigation menu and then select the phone number that you need to route.
Tip: You can also select
to edit the phone number in-line.
Additional Options and Resources
Supported integrations
Check your network strength
Before you begin:
- If you are using the desktop version of the GoTo app, GoTo Network Test is already built-in, view Test Your Network in the Desktop GoTo app.
- If you are not using the desktop GoTo app, you will need to first install the standalone version of GoTo Network Test on a computer that is directly connected to the network you’d like to test.
- Open GoTo Network Test from your system applications.
Result: The GoTo icon will appear in your menu bar (Mac) or taskbar (Windows).
GoTo Connect Billing User Guides
Available add-ons
- GoTo’s Customer Engagement solution helps you grow your small business, with new channels like SMS and surveys, outbound campaigns, and one team inbox for every conversation.
- GoTo’s Contact Center solution is perfect for small and mid-size businesses who need to boost their service and sales, with agent and supervisor tools, powerful admin controls, and advanced reporting and analytics.
Article last updated: 5 November, 2024