Improve call efficiency with Call Filtering
What is call filtering?
GoToConnect offers inbound call filters. Call filters allow calls to be routed based on the incoming caller ID. For example, if you have a spam caller, you can choose for your phone to terminate the call as soon as it hits the system or you can choose for it to play a brief "blacklisted” message and then terminate the call. Alternatively, VIP clients can be directed straight to your line without going through an auto-attendant or receptionist first. Unlimited call filtering settings allow you to customize these options for as many specific numbers as desired. You can also use Do Not Disturb to manually send callers directly to your voicemail.
The benefits of call filtering
Virtual Receptionist Capabilities
You can't always have a live receptionist available in the office to answer and screen every call. With GoToConnect, you can screen calls 24/7 and move callers to the right phone extension.
Block Unnecessary Calls
No one wants to waste time handling spam calls and robocalls when there are customers and prospects that might be calling. Call filters can identify and block these types of calls, to let you work interrupted.
Enable Digital Interactions
Today's work environment isn't always in the same physical location. To empower remote teams and scattered offices, GoToConnect handles call filtering digitally, through an online portal that can be accessed from anywhere.
Enhance the Customer Experience
It's important to answer calls as quickly as possible so customers don't wait on hold. You can use call filters to field these calls, identify important ones, and move them quickly to their intended endpoint.
Shared Line Appearance (SLA)
Shared line appearance allows multiple phones to share a single extension. This makes it easy to move calls between phones, intercept calls, and place callers on hold for a shared participant to pick up.
An assistant might use SLA to see their boss's line on their desk phone. That way, they can screen the boss's calls. The phone display reveals who is calling, and can identify if it's a robocall. The assistant can place calls on hold while checking to see if it's a call the boss wants. The boss gets protected from handling unnecessary phone interruptions.
Visual Dial Plan Editor
The GoToConnect Visual Dial Plan Editor lets you map out your call flows visually using a drag-and-drop canvas. Map where incoming calls will go by using wait times, auto-attendants, voicemail boxes, sound clips, HTTP notify nodes, ring groups, modify caller ID nodes, and more. Different call patterns can be set for variable work hours, after hours, or holiday hours.
By logging into the GoToConnect online portal from any computer, you can make changes in real-time to your dial plans for phone lines on any device (including Android, Pixel 2, Pixel 3, Pixel 4, and iPhone).
Automated answering and call routing
Get your call connected to the correct endpoint.
Incoming Call Handling
Efficiently handle incoming calls as part of your call center's phone-based support.
Transfer a call to the appropriate person without losing the caller.
Listen to voicemail messages from anywhere – internet, mobile device or outside line.
All employees can answer a call, place it on hold and have someone else pick it up.
See when a second call is coming in while on an active call.
Frequently asked questions
- Can you access any phone number with a shared line appearance?
Yes, all phone numbers you designate can share an extension to handle incoming calls so one assistant can handle multiple co-worker calls.
- Does a caller know their call is being screened?
No, they are not told that you have caller ID or what choice you make or even that the call was screened. The caller either reaches a live person or they are directed to voicemail if the call is rejected.
- Who has access to paging?
By default, paging is available to all users. However, the feature can be deactivated on an extension-by-extension basis.
- Can you be in multiple ring groups?
Yes, any user can be in multiple ring groups. There are no limits to the number of ring groups that a company can have because this feature is part of the all-inclusive price.
- What does the agent login-logout feature do?
You can use this feature to log in and out of individual device queues when you start and end your shift. It can also be used during meeting attendance or personal breaks so the calls can then be expedited to an available agent.