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GoToConnect

Getting Started Guide for Users

1Create Your Account

Watch Create Your Account Video
In order to use GoToConnect, you must have an active account.

  1. Go to http://onjive.com/register.
  2. Complete the registration form making sure your Business Email Address matches the Email your system admin added to the system beforehand. If there is a mismatch, you will not be able to log in.
  3. Click Register.

2Set Up Your Apps & Phone

3Sign In To Your Account

After creating a new account there are various ways you can sign into your account.
Note: If you are having trouble signing in, check out troubleshooting steps.

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  1. Log in at https://app.goto.com or open the GoToConnect app.
  2. Enter the email address for GoToConnect and then click Next. If desired, check the box to enable the "Keep me signed in" option.
  3. Enter your account password and then click Sign in.
  4. If prompted, verify your login.
Note: Your organization's IT admin must have single sign-on enabled for your organization.
1. Log in at https://app.goto.com or open the GoToConnect app.
2. Enter your company email address and then click Next.
3. If you are not automatically redirected, click Conitnue.
4. You will be redirected to your company's sign-in page, where you can sign in with your company credentails.
Sign in using one of your existing social media accounts such as Facebook, Google, LinkedIn, or Microsoft. This ensures that while you are signed in to the social provider on your device, you can access GoToConnect with no additional sign-in steps.
Important: You must first sign in to your GoToConnect account using your email address and password in order to connect a social media account.
  1. Log in at https:app.goto.com or open the GoToConnect app.
  2. At the bottom of the screen, click your social media sign in option for Facebook, Google, LinkedIn, or Microsoft. If you do not see this option, that's because you haven't connected your social media account yet. Sign in using your GoToConnect email address and password and connect a social media account.
  3. Follow the instructions to select your social account (if applicable) and then sign in on your social media sign-in page.
  4. To access your GoToConnect account in the future, if you are already signed into the social media provider, you can launch GoToConnect with no further sign in steps. If you are not signed into your social media provider, you will be prompted to sign in using that account again.

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4Set Up Your Preferences

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GoToConnect Desktop & Web:
  1. Click the home icon in the left sidebar.
  2. Click the line selector dropdown in the bottom-left.
  3. Choose your preferred line and phone to use for all calls.

GoToConnect Mobile:
Watch Video
  1. Tap the home icon.
  2. Tap your name at the top of the screen.
  3. Tap Extension and then choose your line.
Set up your voicemail box with custom greetings, email notifications, retrieval options, and more.
  1. Log in at https://app.goto.com or open the GoToConnect app.
  2. Click the settings gear in the bottom left sidebar and then choose Settings.
  3. From Voicemail, check Enable voicemail-to-email notifications and then enter the email address to receive new message notifications. You can only send notifications to a single email address. To deliver notifications to a group, use an email alias (e.g., sales@guthrie.com) or create an auto-forward rule in your email client. Use a specially formatted email address provided by your cell phone carrier to send notifications via text message (SMS). Check with your carrier for more details.
  4. Turn on Email voicemail recordings and then choose the format:
  5. OptionDescription
    .wav49Smaller file size (default, recommended).
    .wavLarger file size, better compatibility with mobile devices.
  6. Turn on Delete messages after emailing voicemail. Deletion is permanent (we cannot retrieve deleted messages) and will prevent voicemail management from a phone, GoToConnect, and our mobile app.
  7. Turn on Allow message review to give your callers the option to press # to listen to their message and optionally re-record it. There is no prompt for callers to press # after recording their voicemail. Make sure to include these instructions in the voicemail greeting.
  8. Turn on Escape to operator and then choose an extension to allow your callers to press 0 to be transferred, rather than leaving a message.
  9. Click Change password to change your voicemail password.
    • The default password is 0000.
    • Your password must be at least four digits.
Customize your line with a personalized dial plan (Find Me/Follow Me) that routes incoming calls however you want. Add multiple ring steps and redirect callers to various destinations like your cell phone or a colleague's extension.
Watch Video
About this task: Incoming calls are routed through your Find Me/Follow Me settings when your line is directly dialed, a call is transferred to your line, or your line is used in a Line & Voicemail node. However, these settings are overridden on a per-call basis when your line is used in a Simple Dial node or another user’s Find Me/Follow Me ring step.
  1. Log in at https://app.goto.com or open the GoToConnect app.
  2. Click the settings gear in the bottom left sidebar and then choose Settings.
  3. From Find me follow me, customize the following:
  4. OptionDescription
    Ring StepDefines which extension(s) and number(s) to ring when someone calls the line. You can set up the line to ring more than one phone simultaneously by adding multiple numbers to a ring step or in sequence by creating multiple ring steps.
    Note: If you have Block Caller ID enabled on the phone number routed to the line, the External Caller ID will continue to be blocked as the call is routed to other ring step destinations.
    Confirm PickupGives the option to dial 1 to accept an incoming call or 2 to send it to the next step in the dial plan.
    Tip: Confirm pickup is helpful when a ring step includes an external number as it can interrupt your dial plan. For example, when a cell phone is turned off, calls go straight to the cell phone's voicemail box. Without confirm pickup, the voicemail would answer the call and prematurely end the ring step. Enabling confirm pickup allows the call to re-route back to the next ring step.
     Pass-through Caller ID
    Controls which caller ID is displayed for ring steps that include external numbers.
    When enabled: the caller ID of the original caller is displayed.
    When disabled: the line's External Caller ID is displayed.
     Ring TimeDefines the number of seconds the call rings before going to the next ring step. This is overridden by any Simple Dial nodes that reference the line in a dial plan.
     No answer, send toDefines what happens if the call is never answered.
    Voicemail: Sends the caller to the line's voicemail.
    Internal: Sends the caller to a specified internal extension.
    External: Sends the caller to a specified external number.
    Transferer: If the call was transferred to the line, returns the call to the party that initiated the transfer. If the call was not transferred to the line, it hangs up on the caller.
    Hang up: Hangs up on the caller.
     If call fails, send toDefines what happens if the call fails, like in the case of an internet or power outage.
    Unspecified: Follows the No answer, send to ring step.
    Internal: Sends the caller to a specified internal extension. To avoid routing calls to another device that is also affected by the same outage, we recommend using failover to an internal extension only if you have multiple locations on the same system (e.g., an office in Chicago and Dallas).
    External Number: Sends the caller to a specified external number.
  5. Click Save.
Most phones have one or more buttons (or sidecars) that you can customize to perform specific functions, like speed dial. Customize these settings in GoToConnect to allow you to personalize your buttons as needed.
Before you begin: In order to customize your phone's lines and buttons from GoToConnect, a system admin must enable Allow user to change all Speed Dial buttons in GoToConnect ( Devices > User's device > Button Configuration) from the admin portal.
  1. Log in at https://app.goto.com or open the GoToConnect app.
  2. Click the settings gear in the bottom left sidebar and then choose Settings.
  3. From Devices > Button configuration, click Add Button or edit an existing button.
  4. Choose the desired button Type:
  5. OptionDescription
    Call ParkAdds a call parking spot to the button to park calls to a specific spot with presence monitoring. Enter a label for the button and then a parking spot for the extension (e.g., 8).
    Note: Supported on Cisco MPP, Polycom, and Yealink only.
    LineAdds a line to the button.
    Note: Duplicated line assignments are only supported on Polycom VVX. The button labels on multiple appearances for the same line will display as “Label 1”, “Label 2”, etc.—these labels cannot be changed.
    Monitored ExtensionAdds an extension to the button for speed dial and presence monitoring with BLF (Busy Lamp Field). Watch Video
    Note: Not all phones support this feature.
    On Phone DefinedAllows the phone to have functionality manually assigned to the button that cannot be overwritten by provisioning.
    Speed DialAdds an extension to the button for speed dial. Watch Video
    Note: Not all phones support this feature.
  6. Edit the button Label. The button label overrides the line name.
  7. Choose the extension (Selection) you want assigned to the button.
  8. Click Save & Sync.
Mac:
  1. Open Facetime.
  2. Click Facetime in the menu bar and then select Preferences.
  3. Choose GoToConnect from the Default for calls options.

Windows:
  1. Open search and then search for protocol.
  2. Select Choose a default app for each protocol.
  3. Scroll to TEL and then select GoToConnect.
SystemHow-to
Google Chrome
  1. Go to https://app.goto.com.
  2. Click the security status icon to the left of the web address.
  3. Choose Allow for your camera and microphone.
Mac
  1. Go to Apple Menu > System Preferences > Security & Privacy > Privacy tab.
  2. Unlock (click) the lock icon in the lower-left to allow you to make changes to your preferences.
  3. Click Camera in the left sidebar and then select the checkbox next to an app (GoTo) that needs camera access.
  4. Click Microphone in the left sidebar and then select the checkbox next to an app (GoTo) that needs mic access.
Windows
  1. Go to Start menu > Settings > Privacy.
  2. Click Camera in the left sidebar and then turn on access for the app (GoTo) that needs camera access. If this option is grayed out, make sure Let apps use my camera hardware is turned on.
  3. Click Microphone in the left sidebar and then turn on access for the app that needs to use the mic. If this option is grayed out, make sure Let apps use my microphone is turned on.
Firefox
  1. Go to https://app.goto.com.
  2. From the pop up, choose your camera and/or microphone. Click Remember this decision to set your selections as default.
  3. Click Allow.
SafariFull functionality is not supported.
Customize your sound alerts for incoming calls and messages in GoToConnect.
Note: Custom ringtones for specific lines or contacts are not available at the present time.
GoToConnect Desktop & Web
  1. Click the settings icon in the left sidebar and then choose Settings.
  2. From Audio > Sounds, choose Ringtone and Message tone.

GoToConnect Mobile
Not available at present time.
Note: These steps only change the language inside of GoToConnect. Contact your system admin to change the language of voice prompts used in the voicemail menu or with star codes, etc.
GoToConnect Desktop & Web
  1. Click the settings icon in the left sidebar and then choose Settings.
  2. From Language, choose your preferred language for the app.

GoToConnect Mobile
Not available at present time.
Sync your Office 365 or Google calendar with GoToConnect.
GoToConnect Desktop & Web
  1. Click the settings icon in the bottom left sidebar and then click Settings.
  2. Click Calendar.
  3. Click Connect next to the calendar you'd like to sync and then follow the instructions.

GoToConnect Mobile
Not available at present time.
  1. Log in at https://app.goto.com.
  2. Click the settings icon in the bottom left sidebar and then choose Settings.
  3. From Audio > Input and output, choose the Microphone and Speaker you'd like to use.

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5Use GoToConnect

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For desk phones, see your phone guide for more specific tasks.
  • A single voicemail box holds up to 99 messages. Once it is full, callers will be unable to leave new voicemail messages.
  • If you have Delete Message After Sending enabled in your voicemail notification settings, your voicemails will be permanently deleted (we cannot retrieve them) once they are emailed.

DeviceHow-to
GoToConnect Desktop & Web
  1. Click the voicemail icon in the left sidebar.
  2. Hover over a voicemail message for options.
GoToConnect MobileWatch Video
  1. Tap the home icon.
  2. Tap Voicemails.
  3. Tap the play icon to listen to a voicemail. Tap a voicemail entry for additional entries.
Personal Desk PhoneWatch Video
See your phone guide to learn where to find voicemail on your phone.
  1. Dial *99 from your phone or press the Messages key.
  2. If there are multiple lines assigned to the device, select the desired line before completeting these steps.
  3. Dial your password (default 0000). Download your Voicemail Menu Guide.
Other voicemail boxes (e.g., shared voicemail box)Watch Video
  1. Dial *98 from your desk phone or GoToConnect.
  2. Enter the extension.
  3. Dial your password (default 0000). Download your Voicemail Menu Guide.
Remote Phone
  1. Call your office extension.
  2. Press * when you hear the voicemail greeting begin.
  3. Dial your password (default 0000). Download your Voicemail Menu Guide.
Text and MMS are only available in the US and Canada.
Before you begin: To send text messages, a system admin must enable this feature on your phone number.
Note: Not all phone numbers support this capability because of the phone number's carrier. You can email numbers@logmein.com to get help switching your phone number to a different carrier.
GoToConnect Desktop & Web
  1. Click the message icon in the left sidebar.
  2. Search for a contact's name, extension, or number and then select a contact from the results.
  3. If the contact has text and chat enabled, choose what type of message you would like to send from Send message to above the messages. If you have multiple phone numbers assigned to you, select the one you’d like to use in Send from under the new message field.
  4. At the bottom, type your new message and then press enter on your keyboard. You cannot delete chat messages.
  5. Optional: Click the paperclip icon to attach a file or image to a text message. Learn about supported file types and file size restrictions here.

GoToConnect Mobile
Note: Chat messages are not supported in the mobile app.
  1. Tap the message icon in the bottom right corner. If you don't see this icon, a system admin must enable this feature on your phone number.
  2. Tap +.
  3. Enter the contact's phone number.
  4. Tap the send arrow icon to send the message.
  5. Optional: Tap the paperclip icon to attach a file or image to a text message. Learn about supported file types and file size restrictions here.

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6Use Integrations

Learn about supported integrations.


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