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  • Voice & Meetings
    • Apps, Phones, & Fax
      • GoToConnect Desktop
      • 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 join a GoTo Connect meeting as a guest on a computer?  (02:21)

        You aren't required to have a GoTo Connect account in order to join a meeting on your computer. This video demonstrates how to easily join as a guest after receiving the meeting information from the one hosting the meeting.

        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 use the meeting controls with GoTo Connect Desktop?  (08:46)

        This video demonstrates how to use the meeting controls with GoTo Connect. Prior to joining a meeting, you have the option to select which audio and video devices to use, and choose if they are enabled or not. Once the meeting starts, you can change the status of those devices, or choose different ones altogether. You also have the option to record the meeting so that it can be viewed later and shared with others, even those who are not GoTo Connect customers.

        How do I use the meeting options with GoTo Connect Desktop?  (04:55)

        This video demonstrates how to use the meeting options in GoTo Connect after you join a meeting. These provide choices for things like changing the display view, seeing the attendee's list, using a group chat option, using smart notes, and switching your device setting to name a few.

        How do I use meeting passwords and locks with GoTo Connect?  (04:18)

        Meeting security is very important. This video demonstrates how to use meeting passwords and locks with GoTo Connect. You can require that meeting attendees add the correct password if they want to join the meeting. For an extra level of security, you can lock your meetings, which prohibits anyone from joining the meeting, even if they have the correct password.

        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!

        How do I schedule a meeting with GoTo Connect Desktop?  (03:46)

        This video demonstrates how to schedule a meeting with GoTo Connect Desktop.

        GoToConnect -- How do I join a meeting?  (01:59)

        This video demonstrates how to join a meeting with GoToConnect. Meetings can be joined by click on the meeting URL that was sent to you in an email or calendar invite. Also, meetings can be joined by pasting the meeting URL in the correct field within GoToConnect.

        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

      • GoToConnect Mobile
      • 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 check my voicemail with the GoToConnect Mobile app?  (02:13)

        This video demonstrates how to check your voicemail 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.

      • My Account
      • Phones & Accessories
      • 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.

      • Voice Features
      • 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.

      • Voicemail
      • 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.

        Check Voicemail: *98/*99  (02:33)

        I’m going to show you how to use the dialable shortcuts, *98 & *99, to check voicemail from a Jive phone.

      • SMS & Chat
      • 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.

      • Fax
      • 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.

    • Integrations
      • Browser Integrations
      • 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.

      • Chat Integrations
      • CRM Integrations
      • 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.

      • Email & Calendar Integrations
    • Administration
      • Billing & Payments
      • Dial Plans
      • 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.

      • Directories
      • 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.

      • Extensions
      • 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
      • Hold Music Overview  (05:19)

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

      • Phone Numbers
      • 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.

        How to Transfer Phone Numbers to Jive  (09:01)

        This video demonstrates how you can easily transfer your phone numbers to Jive.

        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.

      • Phones & Devices
      • 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.

      • Sound Clips
      • 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.

      • System Settings
      • 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.

      • Users & Permissions
      • 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.

      • GoTo Admin Center
      • Troubleshooting
  • Network Readiness
    • Network Setup
      • Network Pre-qualification & Testing
      • 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

      • Network Equipment
      • Network Settings
    • Network Solutions
      • Jive Business Continuity
      • 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

      • WAN Connectivity
  • Contact Center
    • Administration
      • Contact Center Setup
      • 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.

      • Billing & Payments
    • How to Use
      • About GTC Support Center
      • 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.

      • Supervisors
      • 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.

      • Agents
      • 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.

    • Reports
      • Contact Center Reports
      • 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.

      • Call Reports
      • Export Reports
      • 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.


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