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How do I add meeting passwords in GoTo?  (03:32)

Meeting passwords are used to secure your meetings. If someone does not know the password, they will not be able to attend. The meeting password is created by the meeting organizer, or co-organizer, once they start the meeting. If you are interested in creating a one-time meeting, please view this video: https://youtu.be/p1sEbz5k0GA. If you want to create meetings that you'll use more than once, you can create a recurring meeting and use rooms. Here is a video about that topic: https://youtu.be/fEsgHSivMSk. 0:00 Introduction 0:36 Navigating to meetings 0:50 Add a password requirement to a new meeting 1:41 Password information in a meeting invite 2:01 Start a meet and create a password 2:35 Add a password requirement to a previously created meeting 3:25 End credits

How do I join a scheduled meeting in GoTo?  (02:16)

GoTo Connect and GoTo Meeting customers can join scheduled meetings from the desktop app. If you've synced your Office 365 or Google calendar with GoTo, meetings with valid links will appear in the app under your Upcoming Meetings tab. If you want to join the meeting as a guest, or do not have a GoTo account, please view this video for more information about how to easily do so: https://youtu.be/vSA10J_JHo4 0:00 Introduction 0:39 Navigating to meeting 0:55 Meetings synced with calendar 1:06 How to sync your calendar with GoTo 1:21 Scheduled meetings filter 1:48 Join a meeting 2:10 End credits

How do I create a recurring meeting and use rooms in GoTo?  (03:02)

With GoTo, there is no need to worry about creating the same meeting that happens on a regular basis. For those that have a valid GoTo Connect or GoTo Meeting license, you can create recurring meetings and use rooms. They are meeting links that never expire. If you are interested in creating a one-time meeting, please view this video: https://youtu.be/p1sEbz5k0GA. 0:00 Introduction 0:23 Navigate to the Meetings screen 0:33 Create a recurring (reusable) meeting 1:33 Personalize your meeting 2:04 Invite others to your meeting 2:20 Edit or delete your meeting 2:29 Use meeting rooms 2:55 End credits

How do I create a one-time meeting in GoTo?  (02:36)

If you have a GoTo Connect or GoTo Meeting license, you can schedule a one-time meeting that anyone with the link can attend. One-time meetings are meant to be used for experience in which the meeting has a specific date and time. If you want to create meetings that you'll use more than once, you can create a recurring meeting and use rooms. Here is a video about that topic: https://youtu.be/fEsgHSivMSk. 0:00 Introduction 0:23 Navigating to the Meetings screen 0:34 Create a one-time meeting 1:02 Add a co-organizer 1:33 Personalize your meeting 2:08 Invite others to your meeting 2:23 Edit or delete your meeting 2:30 End credits

How do I check my voicemail with the GoTo desktop app?  (02:08)

When using the desktop app, you can check your GoTo voicemail from anywhere that you have access to a computer and an internet connection. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:29 Navigating to the Voicemail Tab 0:49 New Voicemail Notification 0:59 Voicemail Details 1:10 Additional Voicemail Options 1:25 Playing a Voicemail Message 2:03 End Credits

How do I send voicemail messages to my email address?  (02:09)

GoTo customers can have their voicemail messages be emailed to any email account they like. If enabled, you can then choose mp3, wav, or wav 49 for your file format type. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:27 Navigating to the Voicemail Settings 0:52 Provide Email Address and Enable Setting 1:09 Select Audio Format 1:38 Delete Messages After Emailing Setting 2:03 End Credits

5 Ways to Check Your GoTo Voicemail  (04:28)

Whether you are in the office or on the go, there are multiple ways to check your GoTo voicemail messages. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:17 The Desktop App 0:33 The Mobile App 0:50 Dialable Shortcuts 2:33 Email Messages to You 3:26 Remote Access 4:22 End Credits

What meeting options do I have as an attendee during a GoTo meeting session?  (02:44)

After a GoTo meeting has begun, a regular attendee has several meeting options. They can control their display view, chat with the group or a certain person, and change their device settings to name a few. If you want to know what meeting options an organizer has, please view this video: https://youtu.be/pppnzYvXh2A. 0:00 Introduction 0:39 The View Options Drop-Down List 0:53 The People Icon 1:21 Meeting Session Information 1:41 The Chat Option 2:04 The Settings Icon 2:20 The More Icon 2:35 End Credits

What meeting options do I have with the GoTo desktop app or on the web as a meeting organizer?  (05:12)

Once a meeting has begun, meeting organizers have different meeting options. Many of them are located in the top banner. An organizer can see those in attendance, send messages to the group, view and change device settings, record meetings, take notes, and receive notifications for those using the hand raise feature. If you'd like to know what options a regular attendee has after joining a meeting, please visit this link: https://youtu.be/3o4cuPzrwjw. 0:00 Introduction 0:46 View Options Drop-Down List 1:03 The People Icon 1:52 Meeting Locks 2:19 Invite Others to the Meeting 2:46 The Chat Icon 3:05 The Settings Icon 3:21 The More Icon 3:39 The Hand Raise Feature 4:04 Take Meeting Notes 5:03 End Credits

How do I use the GoTo meeting controls with the desktop app and on the web?  (05:48)

After a GoTo meeting begins, all attendees can enable their microphone and webcam, as well as decide to share a screen and select the content to display. Everyone can also use the hand raise feature if they would like to notify the organizer that they have something to share. Organizers can see the hand raise notifications and allow people the chance to speak. Organizers can also record the meeting, as well as use the notes feature. 0:00 Introduction 0:36 Selecting a Meeting 0:54 Choose Device Preferences 2:16 Media Control Buttons 2:24 Share Your Screen 3:13 Record a Meeting 4:12 Take Meeting Notes 4:31 The Hand Raise Feature 5:02 Options for Organizer When Leaving the Meeting 5:40 End Credits

How do I use the Channels feature with the browser or desktop version of GoTo Connect?  (03:40)

Using the Channels feature in GoTo Connect allows you to create group messaging conversations. If you have questions about how to enable this feature, please view this video: https://youtu.be/Z635EpVZEDs. 0:00 Introduction 0:43 Add a Channel 1:51 Leave a Channel 2:23 Add Team Members to Channel 3:22 Message Notifications 3:33 Credits

How do I use visual call parking with the desktop and browser versions of GoTo Connect?  (06:50)

Visual call parking provides a much more dynamic way to put people on hold. Depending on which settings have been enabled for your account, you can see things like how long a person has been on hold, who placed the call, and the name or number of the person who has been call parked. Also, a parked call can be picked up by someone other than the one who initially parked the call. 0:00 Introduction 0:46 Visual Call Park Settings in GoTo Connect 1:36 How to park a call 4:19 No Information permission level 4:59 Limited Information permission level 5:36 Full Details permission level 6:22 How to answer a parked call 6:43 Credits

How do I use GoTo Connect to sync data between Microsoft Teams & Clio?  (02:40)

Using the GoTo Connect Integration Tool allows users of Microsoft Teams to easily document incoming calls. Information like matters, activity categories, billable status, and call notes can be recorded and synced with Clio. Using the integration tool precisely records the duration of the call, which greatly helps with client billing. If you have questions about how to download and install the GoTo Connect Integration Tool, please view this video: https://youtu.be/Z0o7yZX9pXg.

How does the GoTo Connect Teams Connector work with Microsoft Teams?  (03:12)

Syncing the GoTo Connect Teams Connector with your Microsoft Teams account gives you the option to utilize the features of both programs. If a Microsoft outage ever occurs, you'll still be able to use GoTo Connect for all your phone needs.

How do I download and install the GoTo Connect desktop app?  (01:36)

This video demonstrates how to download and install the GoTo Connect desktop app. We have direct download links for Windows and Mac users. For Windows users, go to https://link.Gotoconnect.com/windows. For Mac users, go to https://link.Gotoconnect.com/mac. In order to use GoTo Connect for the first time, you need to register your email address and be assigned a device profile in the administration portal by your system admin.

How do I sync my Office 365 or Google calendar with the desktop or browser versions of GoTo Connect?  (02:18)

This video demonstrates how to sync your Office 365 or Google calendar with the desktop or browser versions of GoTo Connect.

How do I get my phone system and users ready for the holidays with GoTo Connect?  (06:07)

This video demonstrates how to get your phone system and users ready for the holidays with GoToConnect. There are tasks that any users can do, and others that only system administrators can do. Any user can turn on call forwarding and record a temporary message. System Administrators need to check on the holiday schedule, record a temporary greeting, and attach the schedule and greeting to the company dial plan.

How do I use presence monitoring with GoTo Connect?  (01:57)

This video demonstrates how to use presence monitoring with GoTo Connect Desktop, Web, and Mobile. This feature allows you to know instantly see the call availability for others in your company.

How do I switch between calls using GoTo Connect Desktop?  (02:30)

This video demonstrates how to switch between active calls using GoTo Connect Desktop or Browser. Call cards help you know which call is active. You can have all of your calls on hold at once, but only one can be active at a time.

How do I switch a call between devices?  (02:36)

If you have multiple devices that share the same line, you can switch the call between them easily. The process involved with doing that is called a call flip.

How do I securely share meeting content?  (04:02)

This video demonstrates how to securely share your meeting content? After you've recorded a meeting, and it has been processed by GoTo Connect, you can share your meeting content with others, even if they are not GoTo Connect customers. This content includes the video, the transcription, notes, and more.

How do I use video transcription and slides?  (04:41)

This video demonstrates how to use the video transcription and slides option with GoTo Connect. Following a recorded meeting, GoTo Connect's AI technology transcribes your audio and assigns it to who was speaking. Also, if slides were shared, GoTo Connect will capture those.

How do I use notes and Smart Notes?  (04:12)

This video demonstrates how to use notes and Smart Notes with GoTo Connect. During a meeting that is being recorded, the organizer can take in-session notes that are time-stamped. Following your meeting, GoTo Connect's AI-powered technology generates Smart Notes. These can be approved or deleted.

How do I send and receive MMS messages with GoToConnect?  (04:29)

This video demonstrates how to send and receive MMS messages with GoToConnect. In order to use this feature, texting must be set up and enabled for the phone number and user in the admin portal. To learn more about what types of files can and cannot be sent via MMS, please refer to this article: https://support.goto.com/connect/help/which-file-types-are-supported-for-mms-on-the-gotoconnect-app.

How do I set up call forwarding with GoToConnect?  (04:22)

With GoToConnect, you have the option to forward your office extension to another destination, whether that be another internal extension or an external number, like a cell phone. You can determine what happens when no one answers the call, or what happens in a situation in which the power is out in the building where your business phone is located.

How do I set up my Find Me Follow Me with GoTo Connect?  (05:23)

This video demonstrates how to set up your Find Me Follow Me settings with Goto Connect. These settings are used to customize your line. You have options to add multiple ring steps and redirect callers to various destinations like your cell phone or a colleague's extension.

How do I send text and chat messages with GoToConnect?  (04:16)

This video demonstrates how to send text and chat messages with GoToConnect. The chat option is automatically enabled for all internal office use. Texting permissions are enabled by your system administrator. When sending a message in GoToConnect, you can easily toggle what number you want to send a message from if you have multiple numbers. You also have the option to choose which number to send a message to if your recipient has more than one number.

How do I use the Meet Now feature in GoToConnect?  (03:43)

This video demonstrates how to use the Meet Now feature with GoToConnect, which allows you to quickly begin a video conference with a coworker.

How to Receive Virtual Faxes via Your Line  (01:54)

This video demonstrates how to receive virtual faxes via your line. This process is now accomplished through Jive Web. Faxes are converted to pdf files and are then sent to the email address that you specify.

GoToConnect: How do I use call parking?  (03:28)

This video demonstrates how to use the call parking option with GoToConnect? Call parking is simply the option of putting a call on hold on one phone, and making it available for that call to be retrieved on a different phone.

How do I set up GoToConnect user access?  (06:04)

This video demonstrates how to set up users and devices in your admin portal to be able to use GoTo Connect. Ensure that each user has the correct business email address listed, the setting enabled to allow web access, and be assigned a device profile.

Welcome to GoToConnect  (02:07)

GoToConnect allows you to use your computer or smartphone like your business phone. Also, GoToConnect video conferencing comes fully loaded with HD video, screen sharing, and more!

GoTo Connect Overview  (09:41)

This video provides an overview of GoTo Connect, which is a softphone that allows you to use your computer as your business phone. For more in-depth videos about this product, please view our playlist: https://www.youtube.com/playlist?list=PL1cRWWlpjGaN0STq6Bk72x22UL5Fy1ix4

5 Ways to Check Your GoTo Voicemail  (04:28)

Whether you are in the office or on the go, there are multiple ways to check your GoTo voicemail messages. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:17 The Desktop App 0:33 The Mobile App 0:50 Dialable Shortcuts 2:33 Email Messages to You 3:26 Remote Access 4:22 End Credits

How do I set up network callback on the mobile app?  (02:43)

It can be frustrating to have your business calls drop while using the GoTo mobile app if your Wi-Fi signal is lost. Now, with the network callback option, you can continue calls in those situations using your cellular network. If you'd like to learn how to use your cellular network to make outbound calls with the GoTo mobile app, please see this video: https://youtu.be/LlAFi85B018 0:00 Introduction 0:34 Locating the Network callback option in the GoTo mobile app 1:33 How a call is reconnected with your cellular network 2:37 End credits

How do I use my cellular network to make calls in the GoTo mobile app using PSTN?  (03:13)

Outbound calls in the GoTo mobile app can be made using your cellular network through an option known as PSTN, which stands for Public Switched Telephone Network. When you know that you will not have a reliable Wi-Fi signal, switch to this setting for your business calls. Even though you'll be using your personal cell number, when this setting is enabled, it will appear to callers that you are using your business phone number. Please note, when using this setting, cellular charges and fees associated with your carrier may apply. If you'd like to learn how to use the network callback option, which allows for your calls to use reconnect with your cellular network if your Wi-Fi signal drops, please see this video: https://youtu.be/V63eDCfsCrY. 0:00 Introduction 0:56 Locating the Call options for the GoTo app 1:19 Wi-Fi + Data (VoIP) & Cellular Network (PSTN) options 2:14 Using the Wi-Fi + Data (VoIP) option 2:33 Using the Cellular Network (PSTN) option 3:05 End Credits

How do I check my voicemail with the GoTo mobile app?  (02:28)

You can check your GoTo voicemail messages with the mobile app anywhere you have cell service or access to a Wi-Fi signal without having to enter your voicemail password. You can also visually see details for things like who called you, when the message was left, and how long it lasted. Messages can be fast-forwarded or rewinded to quickly hear the parts most important to you. With the app, you can also leave yourself a note to help you remember what the message is about. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:24 Locating the Voicemail Messages 0:49 Filter Messages Types 1:02 Voicemail Details 1:16 Message Options 2:08 Add Message Notes 2:22 End Credits

How do I record a voicemail greeting with the mobile app?  (01:39)

Record your voicemail greetings from anywhere using the mobile app. The process for how to do this is the same for Android and iPhone users.

How do I use presence monitoring with GoTo Connect?  (01:57)

This video demonstrates how to use presence monitoring with GoTo Connect Desktop, Web, and Mobile. This feature allows you to know instantly see the call availability for others in your company.

How do I switch a call between devices?  (02:36)

If you have multiple devices that share the same line, you can switch the call between them easily. The process involved with doing that is called a call flip.

How do I send and receive MMS messages with the GoTo Connect mobile app?  (03:34)

This video demonstrates how to send and receive MMS messages with the GoTo Connect mobile app? Texting and SMS permissions must be set up in the admin portal for the phone number and user to be able to use this feature. To learn more about what types of files can and cannot be sent via MMS, please refer to this article: https://support.goto.com/connect/help/which-file-types-are-supported-for-mms-on-the-gotoconnect-app.

How do I lock my meetigs with the GoToConnect Mobile app?  (02:07)

This video demonstrates how to lock your meetings with the GoToConnect Mobile app.

Where are the GoToConnect Mobile app settings for an Android phone?  (02:47)

This video demonstrates where to find the Android settings for the GoToConnect Mobile app.

How do I start or join a meeting with the GoToConnect Mobile app?  (03:39)

This video demonstrates how to start or join a meeting with the GoToConnect Mobile app.

How do I create a new contact with the GoToConnect Mobile app?  (02:17)

This video demonstrates how to create a new contact in the GoToConnect Mobile app. This will only create a contact in GoToConnect, and will not add it to your cell phone or personal email contacts.

How do I change my call settings with the GoToConnect Mobile app?  (01:20)

This video demonstrates where to find the call settings for the GoToConnect Mobile app.

How do I select my line with the GoToConnect Mobile app?  (01:14)

This video demonstrates how to select your line with the GoToConnect Mobile app. If you have more than one line assigned to you, you'll want to make sure that you're using the correct phone when doing things such as checking your voicemail and sending messages.

How do I use the meeting controls with the GoToConnect Mobile app?  (03:35)

This video demonstrates how to use the meetings controls once you've started or joined a meeting with the GoToConnect Mobile app.

How do I change my meeting settings with the GoToConnect Mobile app?  (01:10)

This video demonstrates how to change your meeting settings with the GoToConnect Meeting app. You have the option to change your meeting display name, and choose if your microphone is enabled immediately upon entering a meeting. You can also set up meeting reminders.

How do I place a call on hold with the GoToConnect Mobile app?  (01:36)

This video demonstrates how to place a call on hold, and then resume it, with the GoToConnect Mobile app. It is also possible to place a call on hold, check another app on your phone, and then return to the call.

How do I transfer a call with the GoToConnect Mobile app?  (02:22)

This video demonstrates how to transfer a call with the GoToConnect Mobile app. You have the option to perform a warm (attended) or blind (unattended) transfer to another internal extension or external number.

How do I start a 3-way call with the GoToConnect Mobile app?  (01:28)

This video demonstrates how to start a 3-way call, or mini-conference call, with the GoToConnect Mobile app?

How do I turn do not disturb (DND) on and off with GoToConnect Mobile?  (01:19)

This video demonstrates how to enable, and disable, do not disturb (DND) with the GoToConnect Mobile app.

How do I set up call forwarding on the GoToConnect Mobile app?  (02:17)

This video demonstrates how to set up and disable call forwarding on the GoToConnect Mobile app.

How do I download and install the GoToConnect Mobile app?  (02:18)

This video demonstrates how to download and install the GoToConnect Mobile app.

GoToConnect Mobile: Overview  (08:08)

This video provides an overview of the mobile app for GoToConnect, which is available for Android and iPhone users. This app allows you to access many of the key features from the program GoToConnect, which allows you to use your business phone from your computer.

Welcome to GoToConnect  (02:07)

GoToConnect allows you to use your computer or smartphone like your business phone. Also, GoToConnect video conferencing comes fully loaded with HD video, screen sharing, and more!

How do I set up GoToConnect user access?  (06:04)

This video demonstrates how to set up users and devices in your admin portal to be able to use GoTo Connect. Ensure that each user has the correct business email address listed, the setting enabled to allow web access, and be assigned a device profile.

VTech VSP726 -- How do I warm transfer a call?  (01:34)

This video demonstrates how to perform a warm, or attended, transfer on a VTech VSP726 phone. A warm transfer places the current call on hold and initiates a call with the transfer destination to confirm whether the call is wanted or not.

Yealink T53W -- How do I modify my ringtone?  (01:11)

Yealink T48S -- How do I check my voicemail?  (00:56)

This video demonstrates how to access your voicemail features on a Yealink T48S phone.

Yealink T46S -- How do I place a call on hold?  (00:43)

This video demonstrates how to place a call on hold, and then retrieve it again, on a Yealink T46S phone.

Yealink T40P -- How do I set up speed dial keys?  (01:22)

This video demonstrates how to use the speed dial feature on your Yealink T40P telephone. Speed dial keys allow you to place a call by pressing a reduced number of keys, using additional line keys on your phone.

Yealink T40P -- How do I enable do not disturb (DND)?  (00:58)

This video demonstrates how to enable and disable the Do Not Disturb (DND) feature on a Yealink T40P phone. Do Not Disturb stops your phone from ringing, and sends all your incoming calls directly to voicemail.

Yealink T40P -- How do I set up call forwarding?  (02:21)

This video demonstrates how to enable and disable the Call Forwarding feature on a Yealink T40P phone. Call forwarding allows you to automatically transfer any calls to your phone to another internal extension or external number.

VTech VCS754 -- How do I warm transfer a call?  (01:34)

This video demonstrates how to perform a warm, or attended, transfer on a VTech VCS754 phone. A warm transfer places the current call on hold and initiates a call with the transfer destination to confirm whether the call is wanted or not. Once confirmed, the two calls are then merged.

VTech VSP736 -- How do I start a 3-way call?  (01:30)

This video demonstrates how to set up a 3-way, or conference, call, on your VTech VSP736 phone. A 3-way call allows you to speak with two parties simultaneously, and essentially creating a mini-conference call on your line.

Cisco SPA504G -- How do I enable do not disturb (DND)?  (00:54)

This video demonstrates how to enable and disable the Do Not Disturb (DND) feature on a Cisco SPA504G phone. Do Not Disturb stops your phone from ringing, and sends all your incoming calls directly to voicemail.

Polycom VVX 600: Call Forwarding  (01:19)

Learn how to enable and disable call forwarding on a Polycom VVX 600.

Polycom VVX 600: Do Not Disturb (DND)  (00:37)

Learn how to enable and disable do not disturb on a Polycom VVX 600.

Polycom VVX 600: 3-Way Calls  (00:48)

Learn to initiate a 3-way call on a Polycom 600.

Polycom VVX 600: Hold  (00:31)

Learn how to place a call on hold on a Polycom VVX 600.

Polycom VVX 600: Blind Transfer  (00:41)

Learn how to blind transfer on a Polycom VVX 600.

Polycom VVX 600: Warm Transfer  (01:03)

Learn to warm transfer on a Polycom VVX 600.

Yealink T40P -- How do I place a call on hold?  (00:47)

This video demonstrates how to place a call on hold, and then retrieve it again, on a Yealink T40P phone.

Polycom VVX 600: Voicemail Access  (00:42)

Learn how to access your voicemail on a Polycom VVX 600.

Polycom VVX 600: Speed Dial  (01:51)

Learn how to update the speed dial contacts assigned to your line keys on a Polycom VVX 600.

Cisco SPA512G -- How do I blind transfer a call?  (01:02)

This video demonstrates how to perform a blind transfer on a Cisco SPA512G phone. A blind transfer routes a call to another party without speaking to them first. The original call is then ended, and no confirmation is made to determine whether the transferred call is answered, or if the number is busy.

Polycom SoundPoint IP 550 -- How do I enable do not disturb (DND)?  (00:57)

This video demonstrates how to enable and disable the Do Not Disturb (DND) feature on a Polycom SoundPoint IP 550 phone. Do Not Disturb stops your phone from ringing, and sends all your incoming calls directly to voicemail.

Yealink T21P: How do I modify my ringtone?  (01:17)

This video demonstrates how to modify the ringtone on a Yealink T21P.

Yealink T42G -- How do I check my voicemail?  (01:33)

Jive is now GoTo Connect! This video demonstrates how to access your voicemail on a Yealink T42G telephone. The quickest way to access your voicemail is by pressing the envelope icon on your phone, but it can also be accessed by dialing *99.

Yealink T42G -- How do I set up speed dial?  (02:05)

This video demonstrates how to use the speed dial feature on your Yealink T42G telephone. Speed dial keys allow you to place a call by pressing a reduced number of keys, using additional line keys on your phone.

Yealink T48S -- How do I start a 3-way call?  (00:56)

This video demonstrates how to set up a 3-way, or conference, call, on your Yealink T48S. A 3-way call allows you to speak with two parties at the same time, and essentially creates a mini-conference call on your line.

Yealink T53W -- How do I set up call forwarding?  (02:13)

Polycom SoundStation IP 5000: Voicemail Access  (00:44)

Learn how to access your voicemail on a Polycom SoundStation IP 5000.

Yealink T21P: How do I modify my ringtone?  (01:17)

This video demonstrates how to modify the ringtone on a Yealink T21P.

Yealink VP-59: How do I customize the buttons on my display?  (02:24)

This video demonstrates how to customize the shortcuts on your Yealink VP-59. Shortcuts are stored in cells referred to as DSS keys. You can set these up for things like speed dial keys, or even a do not disturb shortcut.

Yealink VP-59: How do I set up and use call parking?  (03:41)

This video demonstrates how to set up and use call parking on a Yealink VP-59. Call parking is the option of putting a call on hold on one phone and making it available for that call to be retrieved on a different phone.

Yealink VP-59: How do I modify my ringtone?  (01:23)

This video demonstrates how to modify the ringtone on a Yealink VP-59.

Yealink VP-59: How do I set up speed dial?  (02:05)

This video demonstrates how to set up the speed dial function on a Yealink VP-59. Speed dial keys allow for you to call favorite contacts without having to dial the entire number each time.

Yealink VP-59: How do I set up call forwarding?  (02:53)

This video demonstrates how to set up call forwarding on a Yealink VP-59. Call forwarding allows you to automatically transfer any calls to your phone to another internal extension or external number.

Yealink VP-59: How do I enable do not disturb (DND)?  (01:38)

This video demonstrates how to enable and disable the do not disturb (DND) on a Yealink VP-59. Do Not Disturb stops your phone from ringing, and sends all your incoming calls directly to voicemail. Calls received during this time are logged in your missed calls.

Yealink VP-59: How do I start a 3-way call?  (00:59)

This video demonstrates how to set up a 3-way, or conference call, on a Yealink VP-59. A 3-way call allows you to speak with two parties at the same time, and essentially creates a mini-conference call on your line.

Yealink VP-59: How do I check my voicemail?  (01:13)

This video demonstrates how to access your voicemail features on a Yealink VP-59.

Yealink VP-59: How do I place a call on hold?  (00:49)

This video demonstrates how to place a call on hold, and then retrieve it, on a Yealink VP-59.

Yealink VP-59: How do I blind transfer a call?  (01:03)

This video demonstrates how to perform a blind transfer on a Yealink VP-59. A blind transfer routes a call to another party without speaking to them first. The original call is then ended, and no confirmation is made to determine whether the transferred call is answered, or if the number is busy.

Yealink VP-59: How do I warm transfer a call?  (01:08)

This video demonstrates how to perform a warm, or attended, transfer on a Yealink VP-59. A warm transfer places a current call on hold and allows you to speak with the other party before transferring the call to them.

Cisco 8865: How do I set up and use call parking?  (03:41)

This video demonstrates how to set up and use call parking on a Cisco 8865. Call parking is the option of putting a call on hold on one phone and making it available for that call to be retrieved on a different phone.

Cisco 8865: How do I modify my ringtone?  (01:20)

This video demonstrates how to modify the ringtone on a Cisco 8865.

Cisco 8865: How do I set up speed dial?  (01:16)

This video demonstrates how to set up the speed dial function on a Cisco 8865. Speed dial keys allow for you to call favorite contacts without having to dial the entire number each time.

Cisco 8865: How do I use call forwarding?  (02:24)

This video demonstrates how to set up call forwarding on a Cisco 8865. Call forwarding allows you to automatically transfer any calls to your phone to another internal extension or external number.

Cisco 8865: How do I enable do not disturb (DND)?  (00:51)

This video demonstrates how to enable and disable the do not disturb (DND) on a Cisco 8865. Do Not Disturb stops your phone from ringing, and sends all your incoming calls directly to voicemail. Calls received during this time are logged in your missed calls.

Cisco 8865: How do I start a 3-way call?  (00:54)

This video demonstrates how to set up a 3-way, or conference call, on a Cisco 8865. A 3-way call allows you to speak with two parties at the same time, and essentially creates a mini-conference call on your line.

Cisco 8865: How do I check my voicemail?  (01:12)

This video demonstrates how to access your voicemail features on a Cisco 8865.

Cisco 8865: How do I place a call on hold?  (00:36)

This video demonstrates how to place a call on hold, and then retrieve it, on a Cisco 8865.

Cisco 8865: How do I blind transfer a call?  (01:03)

This video demonstrates how to perform a blind transfer on a Cisco 8865. A blind transfer routes a call to another party without speaking to them first. The original call is then ended, and no confirmation is made to determine whether the transferred call is answered, or if the number is busy.

Cisco 8865: How do I warm transfer a call?  (01:07)

This video demonstrates how to perform a warm, or attended, transfer on a Cisco 8865. A warm transfer places a current call on hold and allows you to speak with the other party before transferring the call to them.

Cisco 8845: How do I set up and use call parking?  (03:39)

This video demonstrates how to set up and use call parking on a Cisco 8845. Call parking is the option of putting a call on hold on one phone and making it available for that call to be retrieved on a different phone.

How do I check my voicemail using the *99 dialable shortcut?  (01:10)

When you are using your desktop phone, the desktop app, or the mobile app, GoTo customers can check their voicemail by dialing *99. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:29 Using *99 1:04 End Credits

How do I check my voicemail, or a shared voicemail box, from someone else's phone using *98?  (01:20)

You may be away from your desk at the office but still need to check your voicemail. This applies to using a different phone in your office. Using the dialable shortcut *98 allows you to do so. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:24 Using *98 1:12 End Credits

5 Ways to Check Your GoTo Voicemail  (04:28)

Whether you are in the office or on the go, there are multiple ways to check your GoTo voicemail messages. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:17 The Desktop App 0:33 The Mobile App 0:50 Dialable Shortcuts 2:33 Email Messages to You 3:26 Remote Access 4:22 End Credits

How do I set up voicemail on a line in the administration portal?  (03:05)

From within the administration portal, you choose from a variety of settings to personalize your voicemail account.

How do I upload a voicemail greeting to the administration portal?  (02:31)

Anyone can record a voicemail message from their phone, but you cannot edit it. By using the equipment and software of your choice, you can create a personalized voicemail greeting. An admin or super admin can then upload it to the administration portal.

How do I record a voicemail greeting?  (03:31)

Any GoTo Connect customer can record a voicemail greeting from their phone. Personalized greetings help your customers feel valued and appreciated.

How do I pause or unpause queue calls?  (01:46)

The ability to pause or unpause calls from a queue can be done from within GoToConnect or by using your desk phone. This video demonstrates both ways.

Search by Name Directory: *11  (02:40)

This video demonstrates how to use the dialable shortcut, *11, to search the default dial by name directory for an extension from your Jive phone. Dial by name directories are populated with extensions from your Jive system, so you don’t have to come up with a fancy way just to remember them all.

Log In/Log Out of Call Queues: *13  (01:30)

This video demonstrates how to use the dialable shortcut, *13, to log in and log out of a call queue from your Jive phone. Call queues are used to place incoming calls in line, and distribute them to participating agents, like you often see in a call center.

Record a Sound Clip: *14  (02:34)

This video demonstrates how to use the dialable shortcut, *14, to record a sound clip from your Jive phone directly to the system. Sound clips allow you to play custom messages to your callers, and are frequently utilized in your phone system within dial plans, call queues, or call filters. In order to use this star code, you must have prompt recording permissions given to you by a system admin.

Initiate Call Recording: *15  (01:19)

The video demonstrates how to use the dialable shortcut, *15, to record a single outbound call from your Jive phone. This star code is useful if a system admin has not setup call recording for outbound calls from your phone number, or line, but you’d still like to record individual calls on occasion. Recording your phone calls can be helpful for training, legal, or historical purposes.

Call Monitoring (Eavesdropping): *17  (02:48)

This video demonstrates how to use the dialable shortcut, *17, to enable call monitoring, which is also known as eavesdropping, from your Jive phone. Monitors can listen to a call in progress on a specified line, without call interruption or intervention, unless it’s needed. This is especially helpful in training situations. Once you’re connected to the call, you can toggle between monitoring modes depending on your needs.

Change Dialable Password: *19  (01:35)

This video demonstrates how to use the dialable shortcut, *19, to change your dialable password from your Jive phone. A dialable password is separate from your voicemail password, and is used to grant access to tasks like recording sound clips and directory names, dialing internationally, and monitoring calls.

Record Directory Name(s): *21/*22  (03:04)

This video demonstrates how to use the dialable shortcuts, *21 and *22, to record directory names from your Jive phone. Unless a directory name is recorded, a dial by name directory will spell out the name on an extension.

Call Parking: *37  (02:54)

This video demonstrates how to use the dialable shortcut, *37, to park a call from your Jive phone. On a traditional analog system, a call placed on hold can only be retrieved from a phone with the same line assignment.

Make an International Call  (01:53)

This video demonstrates how to dial an international call from your Jive phone. Before doing so, the proper dialing permissions must be given to you by a system admin.

Intercoms: * + Extension  (01:18)

I’m going to show you how to use the dialable shortcut, * + Extension, to intercom from your Jive phone. Intercom is a feature that allows you to page an individual phone, or even an entire ring group, by automatically activating their speakerphone.

Use Conference Bridges  (02:16)

This video demonstrates how to use your Jive phone to use conference bridges. A bridge can host a conference call with up to 20 attendees, no matter where they’re located.

Test Emergency Service Call Notifications: *911  (01:03)

This video demonstrates how to use the dialable shortcut, *911, to test emergency service call notifications from a Jive phone. These notifications send an email to specified personnel immediately after any line dials emergency services, like 911.

Answer Another Ringing Phone: *97  (01:00)

This video demonstrates how to use the dialable shortcut, *97, to answer someone else’s phone that is ringing from your Jive phone. There is no need to climb over chairs and sprint to your colleague’s desk to answer a call you know is important. This star code allows you to answer their phone while sitting peacefully at your desk.

Override Block Caller ID: *82  (01:09)

This video demonstrates how to use the dialable shortcut, *82, to override the block caller ID setting for a single call from your Jive phone. If a system admin has blocked the caller ID on your phone number, your caller ID will display as private, restricted, or anonymous to recipients. However, you can override this setting for individual calls so your caller ID is visible again.

Forward All Incoming Calls: *72/*73  (01:44)

This video demonstrates how to use the dialable shortcuts, *72 and *73, to forward all incoming calls made to your line extension. Even though you’re out of the office, or can’t answer your phone, you have the option to easily forward your calls to a colleague. This star codes allows you to override your line’s dial plan and forward all inbound calls to an internal extension or external number—even if your phone goes offline afterwards.

Block Your Caller ID: *67  (01:16)

This video demonstrates how to use the dialable shortcut, *67, to block your caller ID for a single outbound call from a Jive phone. Blocking the caller ID hides your information from the recipient by displaying it as private, restricted, or anonymous. This is useful in situations where you do not want the recipient to know who’s calling.

Hot Desking: *43  (02:01)

This video demonstates how to use the dialable shortcut, *43, to hot desk from a shared Jive phone. Hot desking loads your extension settings to a shared phone to use it as your own to make and receive calls, as well as check your voicemail. Like a hot potato, you can jump around from different phones, but still have all your personal settings come with you so it doesn’t matter where you physically sit.

How do I check my voicemail with the GoTo desktop app?  (02:08)

When using the desktop app, you can check your GoTo voicemail from anywhere that you have access to a computer and an internet connection. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:29 Navigating to the Voicemail Tab 0:49 New Voicemail Notification 0:59 Voicemail Details 1:10 Additional Voicemail Options 1:25 Playing a Voicemail Message 2:03 End Credits

How do I send voicemail messages to my email address?  (02:09)

GoTo customers can have their voicemail messages be emailed to any email account they like. If enabled, you can then choose mp3, wav, or wav 49 for your file format type. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:27 Navigating to the Voicemail Settings 0:52 Provide Email Address and Enable Setting 1:09 Select Audio Format 1:38 Delete Messages After Emailing Setting 2:03 End Credits

How do I check my GoTo voicemail remotely?  (01:30)

You can check your GoTo voicemail remotely from any phone. This is a great way to check your messages while you are away from the office and do not have access to either the GoTo desktop or mobile apps. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:18 Dial Your Extension 1:24 End Credits

How do I check my voicemail using the *99 dialable shortcut?  (01:10)

When you are using your desktop phone, the desktop app, or the mobile app, GoTo customers can check their voicemail by dialing *99. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:29 Using *99 1:04 End Credits

How do I check my voicemail, or a shared voicemail box, from someone else's phone using *98?  (01:20)

You may be away from your desk at the office but still need to check your voicemail. This applies to using a different phone in your office. Using the dialable shortcut *98 allows you to do so. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:24 Using *98 1:12 End Credits

5 Ways to Check Your GoTo Voicemail  (04:28)

Whether you are in the office or on the go, there are multiple ways to check your GoTo voicemail messages. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:17 The Desktop App 0:33 The Mobile App 0:50 Dialable Shortcuts 2:33 Email Messages to You 3:26 Remote Access 4:22 End Credits

How do I record a voicemail greeting with the mobile app?  (01:39)

Record your voicemail greetings from anywhere using the mobile app. The process for how to do this is the same for Android and iPhone users.

How do I check my voicemail with the GoTo mobile app?  (02:28)

You can check your GoTo voicemail messages with the mobile app anywhere you have cell service or access to a Wi-Fi signal without having to enter your voicemail password. You can also visually see details for things like who called you, when the message was left, and how long it lasted. Messages can be fast-forwarded or rewinded to quickly hear the parts most important to you. With the app, you can also leave yourself a note to help you remember what the message is about. Your GoTo voicemail account can be checked with the desktop/web app, the mobile app, dialable shortcuts, remotely by accessing your office extension, or even by having your messages be emailed to you. Here is a playlist that provides additional information for the different methods: https://youtube.com/playlist?list=PL1cRWWlpjGaM2rc5VfyOUT6q3vY_zXDD5 0:00 Introduction 0:24 Locating the Voicemail Messages 0:49 Filter Messages Types 1:02 Voicemail Details 1:16 Message Options 2:08 Add Message Notes 2:22 End Credits

How do I enable voicemail transcription?  (03:42)

Voicemail messages can be transcribed so that they can be read. An admin, or system admin, will need to enable this feature for lines, ring groups, or shared voicemail boxes. Currently, this setting is located in the Admin Portal (my.jive.com/PBX) as well as GoTo Admin (admin.goto.com). I'll show you where the setting is in both portals. 0:00 Introduction 0:52 Enable Voicemail Transcription in Admin Portal 2:15 Enable Voicemail Transcription in GoTo Admin 3:34 Credits

How do I change my voicemail password?  (02:21)

This video demonstrates how to change your voicemail password. This can be done by using either the code *98 or *99. Changing the voicemail password on one device will change it on all devices that have that line extension assigned to them.

Transfer a Call Directly to Voicemail  (01:14)

This video demonstrates how to transfer a call directly to voicemail from your Jive phone.

How do I send and receive MMS messages with the GoTo Connect mobile app?  (03:34)

This video demonstrates how to send and receive MMS messages with the GoTo Connect mobile app? Texting and SMS permissions must be set up in the admin portal for the phone number and user to be able to use this feature. To learn more about what types of files can and cannot be sent via MMS, please refer to this article: https://support.goto.com/connect/help/which-file-types-are-supported-for-mms-on-the-gotoconnect-app.

How do I send and receive MMS messages with GoToConnect?  (04:29)

This video demonstrates how to send and receive MMS messages with GoToConnect. In order to use this feature, texting must be set up and enabled for the phone number and user in the admin portal. To learn more about what types of files can and cannot be sent via MMS, please refer to this article: https://support.goto.com/connect/help/which-file-types-are-supported-for-mms-on-the-gotoconnect-app.

How do I use the store and forward option with my fax machine?  (03:23)

The store and forward option greatly improves the success rates of sending and receiving faxes when your machine is connected to your Jive system. An analog telephone adapter (ATA) is required to connect your fax machine to the digital network. Please note, when using the store and forward option, Jive does not keep your incoming and outgoing faxes, and so they are sent securely.

How to add a cover sheet to your virtual fax  (01:21)

This video demonstrates how to attach a cover sheet to your virtual faxes when using Jive's service. It is recommended that you know how to send virtual faxes before watching this video.

How to Set up a Line or Ring Group to Receive Faxes  (03:29)

This video demonstrates how you can easily set up a line or ring group to receive faxes. With Jive's virtual fax machines, you can send and receive an unlimited number of faxes. The Intercept Incoming Faxes option will need to be enabled to do so.

How to Customize a Virtual Fax Machine's Settings  (04:22)

This video demonstrates how to customize a virtual fax machine's settings in Jive Administration. Whatever the reason you may have for needing to customize your virtual fax machines, it is easy to accomplish.

How to Receive Virtual Faxes via Your Line  (01:54)

This video demonstrates how to receive virtual faxes via your line. This process is now accomplished through Jive Web. Faxes are converted to pdf files and are then sent to the email address that you specify.

How to Send Virtual Faxes  (03:07)

This video demonstrates how to send virtual faxes using Jive Administration. There is no limit to the number of pages that you can send.

How to Set up a Virtual Fax Machine  (09:14)

This video demonstrates how to set up a virtual fax machine in Jive Administration, and connect it with your dial plan. With regards to the Dial Plan Editor, I'll explain when to use the Detect Fax and Wait nodes properly.

How do I use GoTo Connect to sync data between Microsoft Teams & Clio?  (02:40)

Using the GoTo Connect Integration Tool allows users of Microsoft Teams to easily document incoming calls. Information like matters, activity categories, billable status, and call notes can be recorded and synced with Clio. Using the integration tool precisely records the duration of the call, which greatly helps with client billing. If you have questions about how to download and install the GoTo Connect Integration Tool, please view this video: https://youtu.be/Z0o7yZX9pXg.

How does the GoTo Connect Teams Connector work with Microsoft Teams?  (03:12)

Syncing the GoTo Connect Teams Connector with your Microsoft Teams account gives you the option to utilize the features of both programs. If a Microsoft outage ever occurs, you'll still be able to use GoTo Connect for all your phone needs.

How do I use the GoTo Connect integration tool with Clio legal software?  (13:22)

This video demonstrates how the GoTo Connect integration tool works with Clio legal software. The tool syncs with client information in Clio. You are then able to easily recorded notes about the call, assign the notes to matters, and even have a precise record of how long the call lasted.

How do I install and setup the GoTo Connect Integration Tool with Clio legal software?  (04:24)

This video demonstrates how to install and setup the GoTo Connect Integration Tool so that it can sync with your Clio legal software.

Admin Portal Quick Start  (09:06)

Access the admin portal to customize your phone system for your business. 0:00 Introduction 0:24 New User Checklist 1:04 Admin Portal URL 1:16 Dashboard 1:22 System Settings 1:56 Phone Numbers 2:35 Enable Texting 2:52 Users 3:23 Add a User 3:45 Permissions 4:13 User Groups 4:20 Lines 4:42 Devices 5:07 Hardware 5:35 Hold Music 5:56 Sound Clips 6:37 Dial Plans 7:21 Schedules 7:45 Virtual Fax Machines 8:07 Call Filters 8:33 Conference Bridges 8:45 Final Credits

How do I get my phone system and users ready for the holidays with GoTo Connect?  (06:07)

This video demonstrates how to get your phone system and users ready for the holidays with GoToConnect. There are tasks that any users can do, and others that only system administrators can do. Any user can turn on call forwarding and record a temporary message. System Administrators need to check on the holiday schedule, record a temporary greeting, and attach the schedule and greeting to the company dial plan.

How do I set up a user's dial plan on a line in the admin portal?  (05:14)

This video demonstrates how to set up a user's dial plan on a line in the admin portal. By using the Find Me Follow Me setting, call flows can easily be set up and changed. For example, call forwarding can be enabled on a line if the user is going to be out of the office or would like to their business calls be forwarded to their cell phone.

Set Up an Auto Attendant  (03:50)

This video demonstrates how to set up an auto attendant node in Jive's visual dial plan editor. Auto attendants play a recorded sound clip providing dialable options to the caller. Based on the option chosen, the caller will be routed to different call paths.

Dial Plan Editor  (04:33)

This video demonstrates how to use Jive's dial plan editor to help you visually create the dial plan flow of your business.

Dial Plans Overview  (02:32)

This video provides and overview of the options available to you when creating a dial plan in your Jive system.

How Do I Use a Call Queue in a Dial Plan?  (03:43)

Add a call queue into a dial plan to enhance the caller's experience and better manage the incoming call volume. This video will demonstrate how to add a queue to your dial plan, as well as provide you with some best practices for setting that up.

Record Directory Name(s): *21/*22  (03:04)

This video demonstrates how to use the dialable shortcuts, *21 and *22, to record directory names from your Jive phone. Unless a directory name is recorded, a dial by name directory will spell out the name on an extension.

How do I enable voicemail transcription?  (03:42)

Voicemail messages can be transcribed so that they can be read. An admin, or system admin, will need to enable this feature for lines, ring groups, or shared voicemail boxes. Currently, this setting is located in the Admin Portal (my.jive.com/PBX) as well as GoTo Admin (admin.goto.com). I'll show you where the setting is in both portals. 0:00 Introduction 0:52 Enable Voicemail Transcription in Admin Portal 2:15 Enable Voicemail Transcription in GoTo Admin 3:34 Credits

How do I set up voicemail on a line in the administration portal?  (03:05)

From within the administration portal, you choose from a variety of settings to personalize your voicemail account.

How do I upload a voicemail greeting to the administration portal?  (02:31)

Anyone can record a voicemail message from their phone, but you cannot edit it. By using the equipment and software of your choice, you can create a personalized voicemail greeting. An admin or super admin can then upload it to the administration portal.

How do I setup ringback music on a line in the administration portal?  (02:08)

This video demonstrates how to setup ringback music on a line in the administration portal. Ringback music refers to what the caller hears while they are waiting for the call to be answered. When selecting ringback music, you can choose from a playlist of music that you've uploaded to your system. Please be mindful and aware of copyright laws before uploading music to your system.

How do I set up call forwarding with the admin portal?  (03:59)

This video demonstrates how an admin can set up call forwarding on a line in the admin portal. You may have employees that work remotely, and you can easily set things up so that their office phone can ring the same time as another device, even an employee's cell phone number.

How do I set up a user's dial plan on a line in the admin portal?  (05:14)

This video demonstrates how to set up a user's dial plan on a line in the admin portal. By using the Find Me Follow Me setting, call flows can easily be set up and changed. For example, call forwarding can be enabled on a line if the user is going to be out of the office or would like to their business calls be forwarded to their cell phone.

How to Set up a Line or Ring Group to Receive Faxes  (03:29)

This video demonstrates how you can easily set up a line or ring group to receive faxes. With Jive's virtual fax machines, you can send and receive an unlimited number of faxes. The Intercept Incoming Faxes option will need to be enabled to do so.

How to Customize a Virtual Fax Machine's Settings  (04:22)

This video demonstrates how to customize a virtual fax machine's settings in Jive Administration. Whatever the reason you may have for needing to customize your virtual fax machines, it is easy to accomplish.

How to Receive Virtual Faxes via Your Line  (01:54)

This video demonstrates how to receive virtual faxes via your line. This process is now accomplished through Jive Web. Faxes are converted to pdf files and are then sent to the email address that you specify.

How to Set up a Virtual Fax Machine  (09:14)

This video demonstrates how to set up a virtual fax machine in Jive Administration, and connect it with your dial plan. With regards to the Dial Plan Editor, I'll explain when to use the Detect Fax and Wait nodes properly.

Extensions Overview  (05:53)

This video provides an overview of the options available to you through the extensions tab on your Jive PBX system. At Jive, an extension is a three to six digit number that can represent any one of the following: lines, ring groups, conference bridges, call queues, dial plans, shared voicemail boxes, and virtual fax machines.

How Shared Line Appearance (SLA) Works  (01:52)

Shared line appearance is a great addition for executives and their assistants to mutually manage and monitor calls on the same line from up to eight different phones. This is also commonly referred to as Boss Admin Shared Line Appearance.

Set Up Shared Line Appearance (SLA) on a Device  (03:17)

This video demonstrates how to set up shared line appearance (SLA) on a device in your system.

How Do I Use a Call Queue in a Dial Plan?  (03:43)

Add a call queue into a dial plan to enhance the caller's experience and better manage the incoming call volume. This video will demonstrate how to add a queue to your dial plan, as well as provide you with some best practices for setting that up.

How do I create a new call queue?  (02:07)

Create a call queue to make it easier for incoming callers to reach a department—like Support or Billing. Agents that have logged in to a queue can then answer these calls as they are dispersed to them.

How do I manage agents in a call queue?  (02:25)

Typically, an agent logs in and out of a call queue from their phone. However, you can manage agents in a call queue from the portal as needed.

Hold Music Overview  (05:19)

This video demonstrates how to use hold music in Jive Administration.

How do I route a phone number in the administration portal?  (02:07)

This video demonstrates how to route a phone number in the administration portal for your GoTo Connect phone system.

Panasonic KX-UTG300: Hold  (00:32)

Learn how to place a call on hold on a Panasonic KX-UTG300.

Yealink T40P -- How do I warm transfer a call?  (00:57)

This video demonstrates how to perform a warm, or attended, transfer on a Yealink T40P phone. A warm transfer places a current call on hold and allows you to speak with the other party before transferring the call to them.

How do I enable texting permissions on a phone number?  (02:30)

This video demonstrates how to enable texting permission on a phone number. We highly recommend that you limit this permission to one user per phone number.

Phone Numbers Overview  (05:00)

This video provides and overview of the options that are available to you when you click the Phone Numbers tab in your Jive PBX system. Unlike most traditional phone systems, there is no limit to the number of calls that you can receive at the same time through a single phone number when using VoIP technology.

Override Block Caller ID: *82  (01:09)

This video demonstrates how to use the dialable shortcut, *82, to override the block caller ID setting for a single call from your Jive phone. If a system admin has blocked the caller ID on your phone number, your caller ID will display as private, restricted, or anonymous to recipients. However, you can override this setting for individual calls so your caller ID is visible again.

Block Your Caller ID: *67  (01:16)

This video demonstrates how to use the dialable shortcut, *67, to block your caller ID for a single outbound call from a Jive phone. Blocking the caller ID hides your information from the recipient by displaying it as private, restricted, or anonymous. This is useful in situations where you do not want the recipient to know who’s calling.

How do I reset and change a user's voicemail password?  (01:29)

This video demonstrates how to reset and change a user's password on their line. An admin or super admin can easily complete this process in the administration portal.

How do I add a new device in the administration portal?  (03:19)

This video demonstrates how to add a new device in the administration portal.

How do I switch a call between devices?  (02:36)

If you have multiple devices that share the same line, you can switch the call between them easily. The process involved with doing that is called a call flip.

Set Up Presence Monitoring  (02:59)

This video demonstrates how to set up presence monitoring in your Jive system. Presence monitoring allows for you to easily view on your phone if a certain line is in use. This is also a great feature to use with call parking.

Use Presence Monitoring on a Device  (01:18)

This video demonstrates how the presence monitoring feature works on your Jive phone. When enabled, this option allows for you to easily see on your phone if a certain line/extension is in use.

How Shared Line Appearance (SLA) Works  (01:52)

Shared line appearance is a great addition for executives and their assistants to mutually manage and monitor calls on the same line from up to eight different phones. This is also commonly referred to as Boss Admin Shared Line Appearance.

Set Up Shared Line Appearance (SLA) on a Device  (03:17)

This video demonstrates how to set up shared line appearance (SLA) on a device in your system.

Power Cycle Devices  (05:26)

This video demonstrates how to manually, as well as remotely, power cycle your Jive devices.

One Touch Activation  (03:06)

Cisco MPP, Yealink, and Polycom phones shipped to you by Jive after March 2017 are equipped with One Touch Activation installed. This feature allows for you to easy activate your new phone and assign it to a user.

Plugging in Your Linksys SPA Phone  (02:20)

This video demonstrates how to plug in your Linksys SPA phone. It is important to know which ports to use so that your phone will work properly. Remember, you must have an Internet source and power supply. Also, don't forget to plug in your handset and optional headset.

Plugging in Your Phone AudioCodes Device  (02:11)

This video demonstrates how to plug in your AudioCodes device. It is important to know which ports to use so that your ATA device will work properly. Remember, you must have an Internet source and power supply.

Plugging in Your Panasonic Phone  (02:18)

This video demonstrates how to plug in your Panasonic phone. It is important to know which ports to use so that your phone will work properly. Remember, you must have an Internet source and power supply. Also, don't forget to plug in your handset and optional headset.

Plugging in Your Cisco SPA Phone  (02:20)

This video demonstrates how to plug in your Cisco SPA phone. It is important to know which ports to use so that your phone will work properly. Remember, you must have an Internet source and power supply. Also, don't forget to plug in your handset and optional headset.

Plugging in Your VTech Phone  (02:21)

This video demonstrates how to plug in your VTech phone. It is important to know which ports to use so that your phone will work properly. Remember, you must have an Internet source and power supply. Also, don't forget to plug in your handset and optional headset.

Plugging in Your Snom Phone  (02:12)

This video demonstrates how to plug in your Snom phone. It is important to know which ports to use so that your phone will work properly. Remember, you must have an Internet source and power supply. Also, don't forget to plug in your handset and optional headset.

Plugging in Your Aastra Phone  (02:26)

This video demonstrates how to plug in your Aastra phone. It is important to know which ports to use so that your phone will work properly. Remember, you must have an Internet source and power supply. Also, don't forget to plug in your handset and optional headset.

Plugging in Your Grandstream Phone  (02:15)

This video demonstrates how to plug in your Grandstream phone. It is important to know which ports to use so that your phone will work properly. Remember, you must have an Internet source and power supply. Also, don't forget to plug in your handset and optional headset.

Plugging in Your Yealink Phone  (02:14)

This video demonstrates how to plug in your Yealink phone. It is important to know which ports to use so that your phone will work properly. Remember, you must have an Internet source and power supply. Also, don't forget to plug in your handset and optional headset.

Plugging in Your Polycom Phone  (02:12)

This video demonstrates how to plug in your Polycom phone. It is important to know which ports to use so that your phone will work properly. Remember, you must have an Internet source and power supply. Also, don't forget to plug in your handset and optional headset.

Plugging in Your Cisco Phone  (02:26)

This video demonstrates how to plug in your Cisco phone. It is important to know which ports to use so that your phone will work properly. Remember, you must have an Internet source and power supply. Also, don't forget to plug in your handset and optional headset.

Set up Speed Dial Contacts in Jive Administration  (04:08)

This video demonstrates how to set up speed dial contacts in Jive Administration. These contacts can also be used for things like presence aware and call parking.

How do I get my phone system and users ready for the holidays with GoTo Connect?  (06:07)

This video demonstrates how to get your phone system and users ready for the holidays with GoToConnect. There are tasks that any users can do, and others that only system administrators can do. Any user can turn on call forwarding and record a temporary message. System Administrators need to check on the holiday schedule, record a temporary greeting, and attach the schedule and greeting to the company dial plan.

Record a Sound Clip: *14  (02:34)

This video demonstrates how to use the dialable shortcut, *14, to record a sound clip from your Jive phone directly to the system. Sound clips allow you to play custom messages to your callers, and are frequently utilized in your phone system within dial plans, call queues, or call filters. In order to use this star code, you must have prompt recording permissions given to you by a system admin.

How do I change the call parking timeout setting?  (02:24)

Call parking allows for you to place a call on hold that can then be picked up by anyone in your organization. The call parking timeout setting allows you to determine how long a call is on hold before it is bounced back to the original person who parked the call. This is a great safeguard to ensure that calls are not forgotten. This setting is in the Admin Portal, as well as the new GoTo Admin portal. I'll show you where the setting is in both portals. If you're wondering how to use visual call parking, please visit this video: https://youtu.be/1fFYeOqKk44 If you'd like to know how call parking works with GoTo Connect desktop and your desktop phone, please view this site: https://youtu.be/gv4JXhXRq3E 0:00 Introduction 0:45 Enable Setting in the Admin Portal 1:32 Enable Setting in GoTo Admin 2:15 Credits

How do I enable the Channels feature in GoTo Connect as a system admin?  (02:31)

The option to message internal contact groups is now available in GoTo Connect. This feature is called Channels. In order to use this feature, it must be enabled by your system administrator. Now, depending on what products you have, that setting can be found in either the LogMeIn Admin Center or the new GoTo Admin portal. I'll show you where to find the setting, which is called Bussiness Messaging, in both portals. If you'd like to see how this feature is used in GoTo Connect, please view this video: https://youtu.be/2sVUaJNtw4E 0:00 Introduction 0:36 Enable Channels in Admin Center 1:38 Enable Channels in GoTo Admin 2:22 Credits

How do I use locations in the admin portal?  (02:16)

This video demonstrates how to use the locations tab in the admin portal. This section is like an address book. Administrators are asked to add addresses when creating new users. These saved addresses can be selected so that they do not need to be retyped every time.

Test Emergency Service Call Notifications: *911  (01:03)

This video demonstrates how to use the dialable shortcut, *911, to test emergency service call notifications from a Jive phone. These notifications send an email to specified personnel immediately after any line dials emergency services, like 911.

How do I add a user without a device in the administration portal?  (02:26)

Typically, when creating a new user, you'll assign them a device so that they can place and accept calls. There may be times that you want to create a user without a device, like in the case of adding your system administrator to the account. This is a non-billable action.

How do I reset and change a user's voicemail password?  (01:29)

This video demonstrates how to reset and change a user's password on their line. An admin or super admin can easily complete this process in the administration portal.

How do I add permissions in the administration portal?  (04:06)

This video deals with permissions in the administration portal. I'll discuss the differences between an admin and a super admin, demonstrate how to give permissions when you create a new user, and show you what options are available from the Permissions tab. The different types of permissions are: general, dialing, network, prompts, monitoring, and voicemail/fax.

How do I add a new user in the administration portal?  (01:54)

This video demonstrates how to create a new user in the admin portal. After creating a new user, you have the option to assign them a phone or softphone, as well as give them optional permissions. Here is a link to our Getting Started Guide for Users: support.Goto.com/connect/user-guide/getting-started-users

How do I register my email for GoToConnect?  (01:35)

This video demonstrates how to register your business email address so that you can use GoToConnect. Before this can happen, ensure that your system administrator has added this email address to the admin portal, as well as enable web log-in access, for this process to work.

How do I give a user or user group monitoring permissions?  (03:15)

Give users or user groups call monitoring permissions to listen to a call in progress on any line without call interruption or intervention.

How do I set up GoToConnect user access?  (06:04)

This video demonstrates how to set up users and devices in your admin portal to be able to use GoTo Connect. Ensure that each user has the correct business email address listed, the setting enabled to allow web access, and be assigned a device profile.

How do I check my bandwidth with SpeedTest.net?  (02:38)

If you are experiencing choppy, distorted, or delayed audio, you may have a problem with network instability. Checking your bandwidth can help determine if that is the cause of the problem. To learn more about Quality of Services (QoS) settings, please visit this site: https://link.gotoconnect.com/qos-settings.

How do I fix static with my desk phone?  (01:17)

Typically, static is limited to a single phone or group of phones in a specific part of the office and is caused by a problem with the physical connection to the internet or an issue with the device itself.

How do I fix one-way audio with my desk phone or the GoTo Connect softphone?  (02:08)

Issues with one-way can occur when there is low bandwidth, a complication with a firewall rule, or an issue with your internet service provider. If you have questions about firewall settings, and recommendations for how to set up your network, please view this link: https://link.gotoconnect.com/router-firewall-settings.

How do I download and use the GoTo Network Test Tool?  (04:02)

This test gives you a comprehensive picture of your network in real-time. For the most accurate results, install the GoTo Network Test on a computer that is connected in the same way that your phone is. Windows users can download the free tool at https://link.Goto.com/network-test-windows Mac users can download that at https://link.Goto.com/network-test-mac 0:00 Introduction 0:36 Download Links 0:54 Downloading and Installing the GoTo Network Test Tool 1:32 Running the Test 3:01 Pre-Qualification Test 3:50 Credits

How do I fix an echo or loop with my desk phone or the GoTo Connect softphone?  (01:09)

Hearing an echo or loop on your desk phone or the GoTo Connect softphone can often be caused by the volume being too loud, as well as delayed. We've got three suggestions for you to try to fix this. To learn more about the headsets we currently support, please visit https://link.GoToConnect.com/Supported-Headsets.

How do I perform a command-line ping test?  (04:39)

Perform a command-line ping test to check latency. On a call, voice latency may cause a delay in the audio being transferred. This video demonstrates how to perform a command-line ping test on your wide area network (WAN) and local area network (LAN). It will also provide some helpful tips to try if you have problems with those. To learn more about Quality of Services (QoS) settings, please visit this site: https://link.gotoconnect.com/qos-settings To perform a command-line ping test, for Mac users, type the command ping.www.Google.com -c 200 in a Terminal window. To perform a command-line ping test, for Windows users, type the command ping.www.Google.com -n 200 in a run box. 0:00 Introduction 0:40 Wide Area Network (WAN) Test 2:14 Locate Your Default Gateway ID 2:48 Local Area Network (LAN) Test 3:27 LAN Good, but WAN Bad Recommendations 3:56 LAN & WAN Bad Recommendations 4:33 Credits

How do I fix choppy, distorted, or delayed audio with my desk phone or the GoTo Connect softphone?  (02:21)

When distortion is severe, it can sound similar to static, and it is likely because of network instability. This video discusses different tests you can run to test that, defines key network terms, and provides solutions if you're experiencing problems. If you are having issues with an echo or loop with your phone, please view this video: https://youtu.be/aTPtpsOK0h4 If you are having uses with static with your phone, please view this video: https://youtu.be/mECG-2hIj90 If you are having uses with one-way audio with your phone, please view this video: https://youtu.be/jSyrbKRoNUg To learn how to use the GoTo Network Test Tool, please view this video: https://youtu.be/dHxvAFlT-P4 To learn how to use SpeedTest.net, please view this video: https://youtu.be/w8KFWZSbEpQ To learn how to perform a command-line ping test, please view this video: https://youtu.be/w8KFWZSbEpQ 0:00 Introduction 0:59 GoTo Network Test Tool 1:25 SpeedTest.net 1:48 Command-Line Ping Test 2:10 Credits

Jive Business Continuity (JBC): Install Device  (05:27)

This is the first of a three part series dealing with Jive Business Continuity (JBC). This video demonstrates how to install your device. Here are the other videos in the series. Assign Phones to Your JBC: https://youtu.be/LjNMzDLXM3w Enable Alerts: https://youtu.be/E6ankyxHUgQ

Jive Business Continuity (JBC): Assign to Phones  (01:48)

This is the secod of a three part series dealing with Jive Business Continuity (JBC). This video demonstrates how to assign phones to your JBC. Here are the other videos in the series. Install Your JBC: https://youtu.be/hYStjftKRNM Enable Alerts: https://youtu.be/E6ankyxHUgQ

Jive Business Continuity (JBC): Enable Alerts  (03:02)

This is the final of a three part series dealing with Jive Business Continuity (JBC). This video demonstrates how to enable alerts on your JBC. Here are the other videos in the series. Install Your JBC: https://youtu.be/hYStjftKRNM Assign Your JBC to Phones: https://youtu.be/LjNMzDLXM3w

Jive Business Continuity (JBC): Install Device  (05:27)

This is the first of a three part series dealing with Jive Business Continuity (JBC). This video demonstrates how to install your device. Here are the other videos in the series. Assign Phones to Your JBC: https://youtu.be/LjNMzDLXM3w Enable Alerts: https://youtu.be/E6ankyxHUgQ

Jive Business Continuity (JBC): Assign to Phones  (01:48)

This is the secod of a three part series dealing with Jive Business Continuity (JBC). This video demonstrates how to assign phones to your JBC. Here are the other videos in the series. Install Your JBC: https://youtu.be/hYStjftKRNM Enable Alerts: https://youtu.be/E6ankyxHUgQ

Jive Business Continuity (JBC): Enable Alerts  (03:02)

This is the final of a three part series dealing with Jive Business Continuity (JBC). This video demonstrates how to enable alerts on your JBC. Here are the other videos in the series. Install Your JBC: https://youtu.be/hYStjftKRNM Assign Your JBC to Phones: https://youtu.be/LjNMzDLXM3w

How do I manage my wallboards for Contact Center?  (03:19)

Wallboards are a visual display of your Contact Center's performance data that can be cast onto a TV screen for your team. Every company is different, and you have the opportunity to feature the metrics that are the most important to your company. 0:00 Introduction 0:54 Create a new wallboard 1:11 Add widgets 1:44 Customize widgets 2:13 Add multiple widgets at once 2:24 Reposition and scale widgets 2:59 Action icons 3:13 End credits

How do I use the agent dashboard?  (03:13)

The agent dashboard can be used to see real-time call details and take calls and chats when available. The agent dashboard also enables agents to log in, pause, or log out of all queues simultaneously, including traditional call queues, chat queues, and campaigns. 0:00 Introduction 0:48 Select your correct extension 1:03 Selected Queues drop-down list 1:35 Change which queues you are logged into 1:49 Agent Stats drop-down list 2:36 Tips for pausing queues 3:07 End credits

How does concurrent call dispatch work with a phone system?  (03:10)

This video demonstrates how concurrent call dispatch works with a phone system.

How Do I Use a Call Queue in a Dial Plan?  (03:43)

Add a call queue into a dial plan to enhance the caller's experience and better manage the incoming call volume. This video will demonstrate how to add a queue to your dial plan, as well as provide you with some best practices for setting that up.

How do I assign agents and supervisors to Contact Center queues?  (03:43)

Assign supervisors and agents to specific queues so they can begin taking and managing inbound calls.

How do I create my first Contact Center (CC) Admin?  (02:42)

Assign a user to the CC Admin role to allow them to configure Contact Center and add additional users as CC Admins, supervisors, or agents. The CC Admin must be created in the administration portal. Others can then be added when using GoToConnect.

How do I assign Contact Center roles in GoToConnect?  (03:15)

Assign a user to the CC Admin role to allow them to configure Contact Center and add additional users as CC Admins, supervisors, or agents.

How do I create a new call queue?  (02:07)

Create a call queue to make it easier for incoming callers to reach a department—like Support or Billing. Agents that have logged in to a queue can then answer these calls as they are dispersed to them.

How do I manage agents in a call queue?  (02:25)

Typically, an agent logs in and out of a call queue from their phone. However, you can manage agents in a call queue from the portal as needed.

How does concurrent call dispatch work with a phone system?  (03:10)

This video demonstrates how concurrent call dispatch works with a phone system.

What data does the Contact Center provide?  (03:48)

Contact Center provides a variety of data and reports that can help you see in real-time how your agents and queues are performing.

What is the Agent Dashboard?  (02:12)

Use this dashboard to see your personal productivity and real-time call details for the queues you are assigned to. This is exclusively for GoToConnect Support Center.

How do I pause or unpause queue calls?  (01:46)

The ability to pause or unpause calls from a queue can be done from within GoToConnect or by using your desk phone. This video demonstrates both ways.

Log In/Log Out of Call Queues: *13  (01:30)

This video demonstrates how to use the dialable shortcut, *13, to log in and log out of a call queue from your Jive phone. Call queues are used to place incoming calls in line, and distribute them to participating agents, like you often see in a call center.

GoToConnect: How do I use the agent view?  (02:37)

This video demonstrates how to use the agent view in GoToConnect. Use that view to see real-time call details and take calls. The agent view also enables agents to log in, pause, or log out of all queues simultaneously.

How do I access Support Center?  (01:33)

You can access Contact Center from your admin portal or from within other Jive apps using the app switcher.

How do I access Support Center?  (01:33)

You can access Contact Center from your admin portal or from within other Jive apps using the app switcher.

What is the Queue Details page in Support Center?  (03:11)

This page helps managers understand in depth what is happening with callers and agents of specific queues in real-time.

What is the Agent Effectiveness dashboard in Support Center?  (05:30)

Use this report to better understand, manage and improve the outcomes of your agents.

What is the Average Speed of Answer page in Support Center?  (02:02)

This page helps key stakeholders analyze performance within the last 90 days and drive data-supported changes to operations by providing reports that can be filtered by a specific queue(s), date, and time. Please allow up to 12 hours for the latest data to display.

What is the Abandoned Calls page in Support Center?  (02:14)

This report tracks the average time a contact waits for an agent in the queue before hanging up for the selected queue(s) and date range.

What is the Account Usage page in Support Center?  (01:53)

This report displays queue usage as it relates to pricing for Contact Center. It displays your month to date usage as well as your average monthly usage so that you can evaluate available pricing tiers. Charges are only applied for the time a call spends unattended in a queue and the time the attended contact spends with an agent. There are no charges for wrap time or calls that did not originate within a queue.

What is the Agent Summary page in Support Center?  (03:09)

This report tracks agent totals and aggregate statistics for the selected queue(s), date range, and agent(s). These results focus on agent performance.

What is the Contact Summary page in Support Center?  (04:00)

This report tracks queue totals and aggregate statistics for the selected queue(s) and date range. These results focus on queue performance and the resulting impact on customer satisfaction.

What is the Supervisor Dashboard page in Support Center?  (03:13)

This dashboard enables you as a manager to understand exactly what is happening with the calls your company receives in real time so that you know how best to prepare for and handle everything coming your way. You can quickly see what areas might be overwhelmed and could use a few more agents. Beyond that, this dashboard allows you to jump right to that particular queue, put out the fire, and then come back to home base to reassess how everything else is fairing company-wide. You can also clearly see when you’re smashing it. Get a pulse on the health of your organization and stay ahead of the game like you never have before.

What is the Contact Resolutions page in Support Center?  (03:08)

This page tracks the contact resolution counts for the selected queue(s) and date range. This shows how a contact was ultimately resolved.

What is the Agent Dashboard?  (02:12)

Use this dashboard to see your personal productivity and real-time call details for the queues you are assigned to. This is exclusively for GoToConnect Support Center.

GoToConnect: How do I use the agent view?  (02:37)

This video demonstrates how to use the agent view in GoToConnect. Use that view to see real-time call details and take calls. The agent view also enables agents to log in, pause, or log out of all queues simultaneously.

How do I access Support Center?  (01:33)

You can access Contact Center from your admin portal or from within other Jive apps using the app switcher.

What is the Queue Details page in Support Center?  (03:11)

This page helps managers understand in depth what is happening with callers and agents of specific queues in real-time.

What is the Agent Effectiveness dashboard in Support Center?  (05:30)

Use this report to better understand, manage and improve the outcomes of your agents.

What is the Data Mart page in Support Center?  (02:39)

This page allows you to generate a .csv report based on historical agent or contact data older than 90 days.

What is the Average Speed of Answer page in Support Center?  (02:02)

This page helps key stakeholders analyze performance within the last 90 days and drive data-supported changes to operations by providing reports that can be filtered by a specific queue(s), date, and time. Please allow up to 12 hours for the latest data to display.

What is the Abandoned Calls page in Support Center?  (02:14)

This report tracks the average time a contact waits for an agent in the queue before hanging up for the selected queue(s) and date range.

What is the Account Usage page in Support Center?  (01:53)

This report displays queue usage as it relates to pricing for Contact Center. It displays your month to date usage as well as your average monthly usage so that you can evaluate available pricing tiers. Charges are only applied for the time a call spends unattended in a queue and the time the attended contact spends with an agent. There are no charges for wrap time or calls that did not originate within a queue.

What is the Agent Summary page in Support Center?  (03:09)

This report tracks agent totals and aggregate statistics for the selected queue(s), date range, and agent(s). These results focus on agent performance.

What is the Contact Summary page in Support Center?  (04:00)

This report tracks queue totals and aggregate statistics for the selected queue(s) and date range. These results focus on queue performance and the resulting impact on customer satisfaction.

What is the Supervisor Dashboard page in Support Center?  (03:13)

This dashboard enables you as a manager to understand exactly what is happening with the calls your company receives in real time so that you know how best to prepare for and handle everything coming your way. You can quickly see what areas might be overwhelmed and could use a few more agents. Beyond that, this dashboard allows you to jump right to that particular queue, put out the fire, and then come back to home base to reassess how everything else is fairing company-wide. You can also clearly see when you’re smashing it. Get a pulse on the health of your organization and stay ahead of the game like you never have before.

What is the Contact Resolutions page in Support Center?  (03:08)

This page tracks the contact resolution counts for the selected queue(s) and date range. This shows how a contact was ultimately resolved.

How do I export a Contact Center report in Support Center?  (02:28)

Exporting a Contact Center Report allows you to download a spreadsheet (.csv) with a complete list of a call queue’s call details from the selected date range. The exported rows will match the data in the online report. The exported file will also preserve any applied filters.