Getting Started Guide for GoToConnect Admins

1Quick Start Video

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2Set Up Your Users

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Add your users to the system

A user assigned a GoToConnect license during this creation process automatically has a direct extension and voicemail box created for them. Once the invitation is accepted, they can download and log in to our softphone app on their mobile phone or desktop. If they want to use a physical phone, you will need to add that device to your account after creating the user. See "Set Up Your Phones & Apps" once you have added all of your users.

1. Log in to your admin portal.

2. From People →Users, select Add User.

3. Select the checkbox next to each product license you want to add to the new user and then select Next. If you are adding an administrative user without products, you do not need to select a checkbox.

4. Enter the new user's name and email address. Tip: If multiple users will have the same configuration of products and roles, you can select + Add another user or Import users to upload an existing .csv. Verify you have enough available licenses before moving forward.

5. Complete each field of the form.

• Apply a settings template. Choose the system default or your custom settings if you have previously created a settings template.
  
• Choose a role. Note: If you are assigned the admin role (not super admin), you will not be able to see or assign a role to the new users. They will be created as members.
  
• If applicable, apply a user group.
  
• Choose a language.
  
• Choose a welcome email or select the checkbox to decline sending.

6. Select Send Invitation 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.

What to do next: Send the new user the Getting Started Guide for Users to help get them acquainted with our softphone app. If they are using a physical phone, you can send them the appropriate phone guide for their device once you've added it to the system. Users can visit the specific product support sites for help with other product licenses as needed. See below for more information on how to customize user settings.

Customize the settings for each user

If multiple product licenses are assigned to your account, the product setting bubbles will display for each user, regardless if the user is actually assigned to the products or not. If you assign one of these licenses to the user later on, the settings configured here will be applied automatically.

1. Log in to your admin portal.

2. From People > Users, select the user who needs changes made. Tip: While on any tab in a user's profile, you can select the three dots icon on the top-right to make changes to the overview page or delete the user. Use the breadcrumbs in the top-left to go back to the main list.

3. From the Overview tab, change the following:

• Details: Select Edit Details to make changes to their personal settings, including their role.
• Devices: Select + Assign Device or Edit Device to make changes to existing devices.
• Custom Fields: Select Edit Custom Fields to make changes to any custom fields your administrator has created.
• Device Access Groups: Select + Add to Device Access Group to make changes. The visibility of this setting depends on your license.

4. From the Products tab, manage which products a user can access. If all available licenses have been used, you will see the option to + Add Licenses. Depending on the license, you may have the ability to control the nested licenses separately. For example, with GoToConnect Premium, you can turn off either the phone or meeting access for a user.

5. From the Settings > Phones tab, change the following:

• General: Choose the user's dialable username and password.
• Call Routing: Choose their primary and secondary extensions.
• Dialing: Choose which types of numbers they can dial.
• Advanced: Choose which other features you want to allow the user to access, such as hot-desking, roaming, call parking permissions, or the ability to monitor calls and record prompts.

6. From the Settings > Meetings tab, apply a product settings template by selecting the Apply template button to choose from a list of templates you may have previously created or change the following:

• General: Choose if the user can display the attendee list during meetings.
• Audio: Choose if you want to allow VOIP audio, long distance numbers to be dialed or allow meetings to be started from the user's phone.
• Organizer Experience: Choose if you want to record the meeting as an organizer.
• Attendee Experience: Choose what you want to allow your attendees to do, such as share their webcam or participate in the chat feature.

7. From the Settings >Messages tab, toggle text to email forwarding on/off, or apply a product settings template by selecting the Apply template button to choose from a list of templates you may have previously created.

8. From the Settings > Webinars tab, apply a product settings template by selecting the Apply template button to choose from a list of templates you may have previously created or change the following:

• Audio: Choose which features you want to enable, such as allowing VOIP audio, allowing long-distance or toll-free numbers to be dialed, or allowing custom conference calls.
• Organizer Experience: Choose which features you want to enable, such as the ability to record and save the webinar, share webcams, or allow chat and our Q&A feature.

9. From the Settings >Training tab, apply a product settings template by selecting the Apply template button to choose from a list of templates you have previously created or change the following:

• Audio: Choose which features you want to enable, such as allowing VOIP audio, allowing long distance or toll-free numbers to be dialed, or allowing custom conference calls.
• Features: Choose which features you want to enable, such as the ability to record and save the training, share webcams, or allow attendees without the desktop app to join in a web browser.

10. From the Settings > Assist tab, apply a product settings template by selecting the Apply template button to choose from a list of templates you have previously created or change the following:

• General: Choose which features you want to enable, such as the ability to remotely control a device, send files, or access unattended devices.

11. Select Save.

Make sure the user can login

Ensure your user(s) receive and follow the steps on their welcome email after you add them to your account. If they did not receive it, you can re-send the invitation from your admin portal by clicking on People > Users > the specific user's name > the three dots in the top right corner of their detail page > Resend Invitation. You can also send your user(s) to http://onjive.com/register to complete their registration.

Important: 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.

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3Set Up Your Phones & Apps

Help your users download our softphone app (mobile and desktop versions available) and/or set up a physical phone for them.

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Download the desktop app

All users wanting to use our deskphone app will need to do the following:

1. Download GoToConnect for their operating system:

• Download for Mac
• Download for Windows

2. Open and run the downloaded install file.

3. Follow the on-screen instructions to complete the installation.

Download the mobile app

All users wanting to use our mobile app will need to do the following:

1. Download GoToConnect Mobile for their phone's operating system:

• Download for Android
• Download for iOS

2. Tap Sign in and then log in with their GoToConnect credentals.

Add a physical phone/device

1. Log in to your admin portal.

2. From Devices, click Add Device.

3. Complete each field of the form.

4. Click Save when complete.

5. Have the user assigned to that device plug in their phone.

6. Make sure you properly provision the phone if it was not purchased from us.

7. Send your user the appropriate phone guide.

Customize the settings for each phone/device

1. Log in to your admin portal.

2. From Devices, click the device that needs changes made.

3. From the Overview tab, change the following:

• Details: Click Edit Details to make changes.
• Associated Resources: See what part of the admin console references this device. Navigate to that resource directly to make changes.

4. From the Settings > General tabs, change the following:

• Device Name: This is the name displayed on the phone. Please note that this is not supported on all phones.
• Password: This cannot be changed currently.
• Outbound Proxy: Choose which outbound proxy you want this device to use.
• Allow phone to retrieve it's configuration: Enabling this 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.

5. From the Settings > Button Configuration tabs, change the following:

• On Phone: Choose how you want the available buttons on your phone to behave. Use the label field to determine how the buttons are displayed. Not all button types are available for every phone model.
  • Not Configured — No button type is selected. Button will not function.
  • Line — Allows you to choose a primary or secondary direct extension. Lines cannot be duplicated on a single phone.
  • Line (no ring) — Allows you to choose a primary or secondary direct extension. Lines cannot be duplicated on a single phone. There will be no audible ring on this button.
  • Call Park — Assigns the button as a call parking spot to park calls to with presence monitoring.
  • Speed Dial — Allows you to add an internal extension or an external phone number as a speed dial.
  • Speed Dial (w/presence) — 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.
  • Buddy Watch — 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. For Polycom's only.
  • Custom Defined on Phone — Allows the phone to have functionality manually assigned to the button that cannot be overwritten by provisioning.

6. Click Save when complete.

Each button type will have a colored icon in the Button field. Here is what they mean.

• Blue — Device is online and ready to make and receive calls.
• Gray — Device is offline and cannot make or receive calls.
• No color — Device is not configured.

If your device is showing as gray or no color, verify the phone is properly plugged in, provisioned to your account, and associated with a user that has a license with the phone capability.

Tip: While on any tab in a device's profile, you can click the three dots in the top-right to make changes to the overview page or delete the device. Use the breadcrumbs in the top-left to go back to the main list.

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4Set Up Your Phone Numbers

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Order a new phone number (for permanent or temporary use)

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 to your admin portal.
2. From Phone System > Phone Numbers, click Order New Numbers. This will add a number to your account for permanent or temporary use.
3. Complete each field of the form.

Tip: 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 who will reach out to you and help you get the right phone number.

What to do next: New numbers appear within minutes. Set up the destination for that phone number and then come back and route the new number(s) to the desired destination.

Transfer an existing phone number

1. Log in to your admin portal.
2. From Phone System > Phone Numbers, click Port Existing Numbers.
3. Complete each field of the form.

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.
• 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 GoToConnect service.
• Order a temporary number to test your system with while you wait. You can also have your current service provider set up a forward to this temporary number if you want to use your new account sooner.
• 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, you can click the delete button next to the number you want to remove.

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 Home > Orders for updates on the status of your transfer request(s).

Choose which phone number to display on outbound calls

1. Log in to your admin portal.
2. From Phone System > Direct Extensions, click the line that you need to change.
3. From Settings > General > Outbound Call Options, toggle Overwrite external caller ID on.
4. From Custom external caller ID, select the desired phone number with its associated caller ID in the drop-down menu that you want to display when making outbound calls from this line.
5. Click Save.

Change your caller ID

1. Please download this form to request a change to your phone number information. There may be a $15 fee for any CID or two-way changes.
2. Once you have filled out the form, email the completed document to numbers@logmein.com.

Result: This will create a ticket with our Telecom team who will work on your request and let you know when it is completed.

Customize the settings for each phone number

1. Log in to your admin portal.
2. From Phone System > Phone Numbers, click the number that needs changes made.
3. From the Overview tab, click Edit to make changes to the details section.
4. From the Settings tab, change the following:
   • General: Choose if you want to block the caller ID.
   • Call Routing: Choose the destination for the number and the hold music callers hear.
   • Recording: Choose your call recording preferences if recording is enabled on your system.
   • About: See what carrier supports your number. This determines the availability of certain features such as texting.
   • Texting: Choose which user you want to allow to text using this phone number. You can also permanently clear all text messages from here.
5. From the Activity tab, track the changes made to this phone number including when and who made the change.

Tip: While on any tab in a number's profile, you can click Reroute to change the destination of the number or the three dots in the top-right to delete the number. Use the breadcrumbs in the top-left to go back to the main list.

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5Create Your Call Routes

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Determine your customers experience when they call you

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 extension (personal line)
• 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

If these terms are unfamiliar to you, see below to learn what types of extensions there are and what they are best used for:

• Direct Extensions: This dials a user directly as a primary or secondary line.
• Dial Plans: This is a custom flow you build with multiple elements available for use such as a scheduler, auto attendant, dial by name directory, or caller ID modifier. You can set these up so that callers have multiple choices to choose from when calling a particular phone number.
• Call Queues: This dials a group of user's direct extensions with advanced distribution, agent, and caller settings. You also have access to reporting features when using queues.
• Ring Groups: This dials a smaller group of user's direct extensions and/or external phone numbers.
• Virtual Fax: This allows callers to send a fax which is received as an attachment to an email on your system.
• Shared Voicemail: This sends callers to a voicemail box that is shared by multiple users. You can use this in addition to or in place of a user's personal voicemail box that comes standard with their direct extension.
• Conference Bridges: This sends callers to a virtual conference room that allows up to 20 participants. You can secure these rooms with participant and/or host pins.

See Build your call routes to learn more about these options and how to set them up.

Build your call routes

After you choose the right type of extension(s) to add to your account, follow these steps to create them:

1. Log in to your admin portal.

2. From Phone System > Extension Overview, click Add Extension.

3. Choose the type of extension you want to create from the drop-down menu.

Note: When creating a direct extension, ring group, or shared voicemail, a voicemail box is automatically created and associated with that extension type. You can customize your greeting and other voicemail settings as needed.

4. Complete each field of the form.

5. Click Save when completed.

6. Click on the newly created extension from the overview list to update the settings.

Important: 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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6Customize Your System

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Determine your customers experience when they call you

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 extension (personal line)
• 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

If these terms are unfamiliar to you, see below to learn what types of extensions there are and what they are best used for:

• Direct Extensions: This dials a user directly as a primary or secondary line.
• Dial Plans: This is a custom flow you build with multiple elements available for use such as a scheduler, auto attendant, dial by name directory, or caller ID modifier. You can set these up so that callers have multiple choices to choose from when calling a particular phone number.
• Call Queues: This dials a group of user's direct extensions with advanced distribution, agent, and caller settings. You also have access to reporting features when using queues.
• Ring Groups: This dials a smaller group of user's direct extensions and/or external phone numbers.
• Virtual Fax: This allows callers to send a fax which is received as an attachment to an email on your system.
• Shared Voicemail: This sends callers to a voicemail box that is shared by multiple users. You can use this in addition to or in place of a user's personal voicemail box that comes standard with their direct extension.
• Conference Bridges: This sends callers to a virtual conference room that allows up to 20 participants. You can secure these rooms with participant and/or host pins.

See Build your call routes to learn more about these options and how to set them up.

Check your network strength

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.

Learn about integrations

1. Log in to your admin portal.
2. From the top navigation bar, click the app switcher icon.
3. Select Integrations and then choose the integration you want to connect to your account.
4. Complete the required fields.
5. Click Link accounts when complete.

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7Go Live

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Route your phone numbers

Make sure you set up the phone number’s destination extension first. For example, if routing the phone number to a direct extension, verify it is assigned to a user as a primary extension. If using a dial plan, verify all of its nodes are complete and connected. You can direct a phone number to any extension type listed under Call Routes.

1. Log in to your admin portal.
2. From Phone System > Phone Numbers, click the number that you need to route.
3. To route a number initially:
   1. Go to Phone System > Phone Numbers and then click Configure by the number that you need to route.
   2. Choose the desired extension or phone number destination.
   3. Click Save.
4. To re-route a number:
   1. Go to Phone System > Phone Numbers and click the number that you need to reroute.
   2. From Settings > Call Routing > Route Calls To, select Extension or Phone Number from the first drop-down menu, and then select the specific extension or phone number from the second-drop down menu.
   3. Click Reroute on the top right.
5. Click Save.

Learn about billing

Please excuse our mess while we improve your experience. Currently, your billing portal is determined by the avenue through which you purchased your licenses.

1. From the top nav bar of your admin portal, click the app switcher icon (the box of nine dots).
2. Select Billing to launch your associated billing portal in a new tab.
3. If prompted, log in with your admin portal credentials.
4. Choose what you would like to do:
   • Manage payments and payment methods including autopay
   • View/download invoices or change invoice recipients
   • Manage your billing address and company information
   • Manage who has access to your billing portal
   • Learn when and how you are billed

Other resources

• Getting Start Guide for Users
• Access more help content

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8Contact Us

If you need more help, please see our quick help guide for new customer issues or click here for our contact options.