GoTo FAQ
Answers to common questions about setup, your direct line, department lines, messaging, and migrating from Dialpad.
GETTING STARTED
How do I turn on live transcription?
Click here and follow the steps to turn on live transcription.
How do I turn on Google Calendar sync?
Open the GoTo web app by going to goto.apu.edu. Click Profile > Settings > Calendar > click the Connect button next to Google Calendar, and follow the prompt.
I'm having trouble loading the GoTo app on my Mac, or making inbound/outbound calls. What should I do?
Please uninstall the application and download the latest version of the app with the correct Apple or Intel chip.
How do I choose which microphone and speaker GoTo uses for calls?
In the GoTo desktop app, click Profile (the circle with your initials in the upper-right corner) > Settings > Voice > Audio. Scroll down to Input and Output and select your preferred device from the Microphone and Speaker dropdowns.
Can incoming calls ring on a different device than my headset?
Yes. In Profile > Settings > Voice > Audio, use the Ringer dropdown under Input and Output to choose a different device, such as your computer speakers, so you hear incoming calls even when your headset is off.
How do I change my ringtone or message tone?
In Profile > Settings > Voice > Audio, choose a sound from the Ringtone or Message tone dropdown. Click the play button to preview it, and use the slider to adjust the ringtone volume.
Can I use the buttons on my headset to control calls?
Yes. In Profile > Settings > Voice > Audio, turn on Headset controls to manage calls with the buttons on your headset or speakerphone.
YOUR DIRECT LINE
Why isn't my 10-digit direct dial number ported to GoTo?
Each direct dial number (DID) comes at an additional cost to the University, which is why we are limiting DIDs to roles and situations where a direct number is necessary.
For incoming calls to your extension, please provide callers with your new phone number using the APU main line and your 4-digit extension: 626-815-6000 ext. 4689. Callers can also use DTMF format: 626- 815-6000,,,4689
How do I change my direct line password?
In the GoTo app, click Profile > Settings > Voice > Voicemail > scroll to the bottom of the page and click Change Password. Type in your new password and click the Update Password button.
How do I record my voicemail greeting for my direct line?
Follow this quick video tutorial to record your voicemail greeting.
How do I get my voicemail recording attached to the notification email?
In the GoTo app, click Profile > Settings > Voice > Voicemail. Under Notifications, make sure Voicemail-to-email is turned on and your email address is correct. Then open the Attach voicemail recording dropdown (set to "Don't attach it" by default) and choose the option to attach the recording.
How do I turn on voicemail transcription?
In Profile > Settings > Voice > Voicemail, scroll to Voicemail box and turn on Voicemail transcription. GoTo will generate a text transcription of each voicemail you receive.
Will my voicemails stay in GoTo after they're emailed to me?
Yes, as long as Delete messages after emailing is turned off. You'll find it under Notifications in Profile > Settings > Voice > Voicemail.
DEPARTMENT & SHARED LINES
How do I submit configuration changes to a department line I manage?
Department lines in GoTo have been configured to work the same way they were set up in Dialpad. Calls follow the same routing and voicemail configuration as before.
If any settings need to be updated, such as business hours, voicemail greetings, or call routing, please submit a request to [email protected], and the CES team can make the necessary updates.
I manage multiple department/office lines. How do I know which line a caller is calling?
To make it easier to identify which department line an incoming call is for, we've added a prefix to each department line. The caller ID will display the prefix enclosed in asterisks, plus the caller's CID. For example:
• Event Services: *EVNTSVCS*
• School of Nursing: *SON*
MESSAGING
Does GoTo have an SMS feature?
Yes. Messaging internally is available for all APU GoTo accounts. Sending and receiving SMS to and from an outside phone line is available to those assigned a 10-digit direct dial number.
If you need to send and receive SMS for your department to an outside line, you can use the department/shared line. If your department number doesn't appear in your number dropdown, please send a request to [email protected] for access. Note that this is a shared line, so text messages may be visible to other members of your department.
MIGRATING FROM DIALPAD
Will my Dialpad call history and SMS be migrated to GoTo?
As part of the migration from Dialpad to GoTo, historical data from Dialpad will not be migrated. This includes previous call history, voicemails, and text message history. Please submit a ticket to Dialpad Support to request that your historical call information and SMS be exported for your records before the end of September.
Questions not covered here? Contact [email protected].