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GoTo Connect Getting Started Guide for Users

Learn the essentials for using your new phone system so that you can get on to successfully handling your work day.

Quick start video

Create Your Account

In order to use the GoTo app, you must have an active account.
  1. Verify that your Admin has already added you as new user in the administration portal.
  2. Ask your Admin if an invitation email has been sent to you or if you will need to register using the link in the next step.
  3. We are in the process of migrating all accounts to the invitation email, but if your account has not been migrated yet, you will need to register your email address here: https://onjive.com/register
    Note: Make sure your Business Email Address matches the Email your Admin added beforehand. If there is a mismatch, you will not be able to sign in. If you are unsure, ask your Admin.
  4. If an invitation email (welcome email) has been sent, follow the link in the email to activate your account.

Set Up Your Apps & Phone

Choose your phone preference, you're welcome to use multiple options:
Watch videos

Sign In To Your Account

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

Sign in with an email address and password

  1. Go to https://app.goto.com or open the desktop or mobile app.
  2. Select Sign in.
  3. Enter your email address for and then select Next.
    Note: If you are having trouble signing in, check our troubleshooting steps. Your log in email address should be your business email address that your system admin used to create your account.
  4. Enter your account password and then select Sign in.
  5. If prompted, verify your login.

Sign in using single sign-on

Note: Your organization's IT admin must have single sign-on enabled for your organization.
  1. Go to https://app.goto.com or open the desktop or mobile app.
  2. Select Sign in.
  3. Enter your company email address and then select Next.
  4. If you are not automatically redirected, select Company ID.
  5. You will be redirected to your company's sign-in page, where you can sign in with your company credentials.

Sign in with a social media account

Sign in using one of your existing social media accounts such as Facebook, Google, LinkedIn, or Microsoft. This ensures that while you are signed in to the social provider on your device, you can access GoTo with no additional sign-in steps.
Important: You must first sign in to your account using your email address and password in order to connect a social media account.
  1. Go to https://app.goto.com or open the desktop or mobile app.
  2. Select Sign in.
  3. At the bottom of the screen, choose your social media sign in option for Facebook, Google, LinkedIn, or Microsoft.
    Note: If you do not see this option, that's because you haven't connected your social media account yet. Sign in using your email address and password and connect a social media account.
  4. Follow the instructions to select your social account (if applicable) and then sign in on your social media sign-in page.
  5. To access your account in the future, if you are already signed into the social media provider, you can launch with no further sign in steps. If you are not signed into your social media provider, you will be prompted to sign in using that account again.

Set Up Your Preferences

Select or Switch Your Line - Required

Desktop & Web app

  1. From the desktop or web app, select Phone from the left navigation menu.
  2. Select the line selector drop-down in the bottom left.
  3. Choose your preferred line and phone to use for all calls.

Mobile app

  1. From the mobile app, select your profile picture from the top left.
  2. Select Active extension.
  3. Choose your line and then select Done.

Set Up Email Notifications and Other Voicemail Options

Set up your voicemail box with custom greetings, email notifications, retrieval options, and more.
  1. Sign in to the desktop or web app.
  2. Select your profile picture in the top right and then choose Settings.
  3. Expand Voice in the left sidebar and then select Voicemail.
  4. From Notifications Options, enable Voicemail-to-email and then enter your email address to receive new message notifications.
    Note: Email communications will be sent from @goto.com, @jive.com or @jivecommunications.com. Please ensure these domains are allowed so that emails are not automatically filtered as spam.
    Tip: Use a specially formatted email address provided by your cell phone carrier to send notifications via text message (SMS). Check with your carrier for more details.
  5. Enable Attach voicemail recording and then choose the format:
    Option Description
    .wav49 Smallest file size, won’t play directly from browser (default).
    .wav Largest file size, more compatible with mobile devices.
    .mp3 Smaller file size.
  6. Enable Delete messages after emailing.
    Note: Deletion is permanent (we cannot retrieve deleted messages) and will prevent voicemail management from a phone, GoTo, and our mobile app.
  7. From Voicemail box, enable Voicemail transcription to review voicemail transcriptions in the or from your voicemail email notification.
  8. Enable Message review to give your callers the option to press # to listen to their message and optionally re-record it.
    Note: There is no prompt for callers to press # after recording their voicemail. Make sure to include these instructions in the voicemail greeting.
  9. Enable Escape to operator and then choose an extension to allow your callers to press 0 to be transferred, rather than leaving a message.
  10. Select Change password to change your voicemail password.
    • The default password is 0000.
    • Your password must be at least four digits.

Set Up Find Me Follow Me

Customize your line with a personalized dial plan (Find Me/Follow Me) that routes incoming calls however you want. Add multiple ring steps and redirect callers to various destinations like your cell phone or a colleague's extension.

Incoming calls are routed through your Find Me/Follow Me settings when your line is directly dialed, a call is transferred to your line, or your line is used in a Line & Voicemail node. However, these settings are overridden on a per-call basis when your line is used in a Simple Dial node or another user’s Find Me/Follow Me ring step.

  1. Sign in to the desktop or mobile app.
    • From the desktop or web app, select your profile picture from the top right, select Settings > Voice and then select Find me follow me.
    • From the mobile app, select your profile picture from the top left, select Phone & voicemail and then select Find Me/Follow Me.
  2. Customize the following:
    Option Description
    Ring Step
    Defines which extension(s) and number(s) to ring when someone calls the line. You can set up the line to ring more than one phone simultaneously by adding multiple numbers to a ring step or in sequence by creating multiple ring steps.
    Note: If you have Block Caller ID enabled on the phone number routed to the line, the External Caller ID will continue to be blocked as the call is routed to other ring step destinations.
    Pass–through Caller ID
    Controls which caller ID is displayed for ring steps that include external numbers.
    • When enabled, the caller ID of the original caller is displayed.
    • When disabled, the line's External Caller ID is displayed.
    Call Screening

    Direct connect: Connects immediately when you accept the call.

    Confirm pick-up: Tells you the caller ID and then gives you the option to accept the incoming call. If you don't accept the call it will be sent to the next step in the dial plan.

    Announce call: Tells you which extension was called and then gives the option to accept the incoming call. If you don't accept the call it will be sent to the next step in the dial plan.

    Screen call: Prompts the caller to record their name and then gives the option to accept the incoming call. If you don't accept the call it will be sent to the next step in the dial plan.
    Ring Time

    Defines the number of seconds the call rings before going to the next ring step. This is overridden by any Simple Dial nodes that reference the line in a dial plan.
    No answer, send to

    Defines what happens if the call is never answered.

    • Voicemail: Sends the caller to the line's voicemail.
    • Internal: Sends the caller to a specified internal extension.
    • External: Sends the caller to a specified external number.
    • Transferer: If the call was transferred to the line, returns the call to the party that initiated the transfer. If the call was not transferred to the line, it hangs up on the caller.
    • Hang up: Hangs up on the caller.
    • Unspecified: Follows the No answer, send to ring step.
    If calls fail, send to

    Defines what happens if the call fails, like in the case of an internet or power outage.

    • Unspecified: Follows the No answer, send to ring step.
    • Internal: Sends the caller to a specified internal extension.Note: To avoid routing calls to another device that is also affected by the same outage, we recommend using failover to an internal extension only if you have multiple locations on the same system (e.g., an office in Chicago and Dallas).
    • External Number: Sends the caller to a specified external number.
  3. Select Save.

Change Your Lines and Buttons On Your Desk Phone From GoTo

Most phones have one or more buttons (or sidecars) that you can customize to perform specific functions, like speed dial. Customize these settings to personalize your buttons as needed.
Before you begin: In order to customize your phone's lines and buttons from GoTo, a system admin must enable Allow user to change all Speed Dial buttons in GoTo (Devices > User's device > Button Configuration) from the admin portal.
  1. Sign in to the desktop or web app.
  2. Select your profile picture in the top right and then choose Settings.
  3. Expand Voice in the left sidebar and then select Device buttons. If you are assigned to multiple devices, choose the desired device from the drop-down menu.

    Troubleshooting: If you do not have Device buttons, refer to your Admin for setting enablement. For admins who use PBX Administration (classic) at https://my.jive.com/pbx you must enable Allow user to change all Speed Dial buttons (Devices > User's device > Button Configuration) from the admin portal . If you're an admin who uses GoTo Admin at https://admin.goto.com, this enablement is not required. Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin.

  4. Select Add button.
  5. Choose the extension (Button number) you want assigned to the button.
  6. Edit the button Label.
    Note: The button label overrides the line name.
  7. Choose the desired button Type:
    Option Description
    Not configured No button type is selected. Button will not function.
    Line Allows you to choose a primary or secondary direct extension.
    Line (No Ring) Allows you to choose a primary or secondary direct extension. There will be no audible ring on this button.
    Speed Dial w/Presence (Buddy Watch) Allows you to add an internal extension or an external phone number as a speed dial that can be monitored visually using the light icon next to the button.
    Speed Dial Allows you to add an internal extension or an external phone number as a speed dial. Watch video
    Speed Dial w/Presence Allows you to add an internal extension or an external phone number as a speed dial that can be monitored visually using the light icon next to the button.
    Speed Dial / Transfer w/ Presence Allows you to use speed dial when not on a call, but will enable one-touch transfers to the monitored extension when on a call.
    Call Park Adds a call parking spot to the button to park calls to a specific spot with presence monitoring. Enter a label for the button and then a parking spot for the extension (e.g., 8).
    Note: Not all phones support this feature.
    Multicast Paging Group Adds a paging zone to the button for transmitting pages.
    Note: Supported on Cisco MPP, Polycom, and Yealink only.
    Custom Defined On Phone Allows the phone to have functionality manually assigned to the button that cannot be overwritten by provisioning.
  8. Select Apply and then select Save.
What to do next: You may need to resync your device to view your changes.

Make GoTo Your Default App for Outgoing Calls

Set the desktop app as your default app to avoid launching the wrong application when making an call.

Mac

  1. Open Facetime.
  2. Select Facetime in the menu bar and then select Settings.
  3. Select GoTo from the Default for calls options.

Windows

  1. Open search and then search for protocol.
  2. Select Choose a default app for each protocol.
  3. Scroll to TEL and then select GoTo.

Allow Camera and Mic Access

Give apps and websites access to use your camera and mic.
Note: Full functionality on Safari is not supported.

Google Chrome

  1. Go to a site that wants to use your camera and mic.
  2. Select the security status icon Chrome Security Status Icon to the left of the web address.
  3. Select Allow for your camera and microphone.

Mac

  1. Go to Apple menu > System Preferences > Privacy & Security.
  2. Unlock (select) the lock icon in the lower-left to allow you to make changes to your preferences.
  3. Select Camera and then enable the toggle next to an app () that needs camera access.
  4. Select Microphone and then enable the toggle next to an app () that needs mic access.

Windows

  1. Go to Start menu > Settings > Privacy.
  2. Select Camera in the left sidebar and then enable access for the app () that needs to use the camera.
    If this option is grayed out, make sure Let apps use my camera hardware is enabled.
  3. From Privacy, select Microphone in the left sidebar and then enable access for the app () that needs to use the mic.
    If this option is grayed out, make sure Let apps use my microphone is enabled.

Firefox

  1. Go to a site that wants to use your camera and mic.
  2. Select the security status icon Chrome Security Status Icon to the left of the web address.
  3. Select Allow for your camera and microphone.

Change Your Ringtone and Message Tone

Customize your sound alerts for incoming calls and messages.
Watch Video
Note: Custom ringtones are not available.
Restriction: Changing ringtone and message tone is not available in the mobile app at present time.
  1. From the desktop or web app, select your profile picture in the top right and then select Settings.
  2. Expand Voice in the left sidebar and then select Audio.
  3. From Sounds, choose your Ringtone and Message tone.

Change Your Language Preferences

Customize your language preferences in .
Note: These steps only change the language inside of . Contact your system admin to change the language of voice prompts used in the voicemail menu or with star codes, etc.
Restriction: Changing the language in the mobile app is not available at present time.
  1. From the desktop or web app, select your profile picture in the top right and then select Settings.
  2. From Language in the left sidebar, choose your preferred language for the app.
    Note: Supported languages include:
    • English (USA)
    • English (Australia)
    • English (Canada)
    • English (Great Britain)
    • English (Ireland)
    • Francis (Canada)
    • Francis (France)
    • Deutsch (Deutschland)
    • Italiano (Italia)
    • Portugues (Brazil)
    • Espanol (Mexico)
    • Espanol (Spain)
    • Japanese
    • Chinese
    • Korean

Sync Your Calendar

Sync your Office 365 or Google calendar with GoTo.

Desktop & Web app

  1. Select your profile picture in the top right and then select Settings.
  2. Select Calendar in the left sidebar.
  3. Select Connect under the calendar you’d like to sync and then follow the instructions. Events in your calendar with a meeting link will now show in the left sidebar within Meetings.

Mobile app

  1. From the mobile app, select your profile picture from the top left.
  2. Select Meetings & events.
  3. Select Calendar sync and then choose the type of calendar you'd like to sync. Local calendar can be enabled along with a Google or Office 365 calendar. With Local calendar enabled, the app will scan your device calendar for any session with a valid link and then it will be displayed in your upcoming meetings.
  4. Select Connect and then follow the instructions. Events in your calendar with a meeting link will now show in the Upcoming tab within Meetings.

Change Your Audio Input and Output in the Desktop App

Change which audio devices to use during your calls and meetings.

Desktop & Web app

  1. Sign in to the desktop or web app.
  2. Select your profile picture in the top right and then choose Settings.
  3. Expand Voice in the left sidebar and then select Audio.
  4. From Input and output, choose the Microphone and Speaker you'd like to use.

Softphone Experience

Note: Learn how to enable the softphone experience.
  1. Select in the top right corner.
  2. Choose the Microphone, Speaker, and Ringer you’d like to use.

Use GoTo Connect apps

Desk Phones

For desk phones, see your phone guide for more specific tasks.

Check Your Voicemail

Check and manage your voicemail.
To check your voicemail from other voicemail boxes such as a shared voicemail box, dial *98 from your phone or app and enter the extension and then the password. Learn more from the Voicemail Menu Guide or watch a video.

Desktop or web app

  1. Select Phone in the left navigation menu and then select Voicemail from the left panel.
  2. Hover over a voicemail message for options.

Mobile app

  1. Select Phone and then select Voicemails.
  2. Select Mobile Play Icon (play icon) to listen to a voicemail. Select a voicemail entry for additional options or to view the full transcription ( if enabled).
    Tip: Select Mobile Filter Icon to filter your voicemails by All Voicemails, Unread Voicemails, or Read Voicemails.

Desk phone

View your phone guide to learn where to find voicemail on your phone.
  1. Dial *99 from your phone or press the Messages key.
    Note: Depending on the phone model, this button may have an envelope icon on it.
  2. If there are multiple lines assigned to the device, select the desired line before completing these steps.
  3. Dial your password (default 0000). Learn more from the Voicemail Menu Guide.

Remote phone

  1. Call your office extension.
  2. Press * when you hear the voicemail greeting begin.
  3. Dial your password (default 0000). Learn more from the Voicemail Menu Guide.

Remote phone

  1. Call your office extension.
  2. Press * when you hear the voicemail greeting begin.
  3. Dial your password (default 0000). Learn more from the Voicemail Menu Guide.

GoTo Contact Center

If you have a Contact Center license with an agent role, learn more about how to use your agent dashboard within Contact Center.

Use Integrations

Learn about supported integrations.

Attend Free Trainings

Take advantage of our free training courses or attend a free weekly virtual group Q&A session.

View training courses button Attend a live Q&A button

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