2 - GoToConnect FAQs

Table of Contents

Do I need to dial 8 (or 9) to get an outside line when making a call to a non-646 number?

  • No. You can just dial the number you need (e.g. 802-649-1234).

Can I make international calls with Dartmouth's phone system?

  • Yes. All faculty and staff phones in Dartmouth's phone system are configured to make international calls.
  • See How To Make an International Call for step-by-step instructions. 

How do I delete text messages from GoToConnect on my smart phone?

  • Simply touch the Messages icon at the bottom of the view to view your messages, swipe left on any text you want deleted, then touch the Trash can.

Can I set up my phone to receive faxes rather than having a designated fax line?

  • Yes. By default, all faculty and staff phones in Dartmouth's phone system are configured so that if a fax is sent to that phone number, it is automatically sent as an attachment to the email address linked to that phone number. The incoming fax is converted to a PDF then sent to your email. 
  • The sender of incoming faxes will be "noreply@jive.com" so be sure to have this listed as "not junk" so faxes come into your inbox rather than into your junk mail folder. 

Can I set up my phone to send faxes rather than having a designated fax line?

  • Rather than using your phone, you would use your Dartmouth email account. With Dartmouth's phone system, ITC can set up a "virtual fax" for departments that need outgoing fax capabilities, allowing you to send an email that comes through on the other end as a fax.
  • If you or your department require this functionality, submit at request at Outgoing eFax
  • See How Do I Send a Fax for step-by-step information.

How does Dartmouth's phone system handle 911 calls?

  • If you call 911, the location to which the emergency responders are deployed is dependent upon where the call originates:
    • If you call from GoToConnect Mobile, the location determined by your cellular carrier;
    • If you call from GoToConnect Desktop, your default Dartmouth location;
    • If you call from a desk phone, the room where the phone is assigned;
    • If you call from a Web browser, your default Dartmouth location. 
  • Important!: If you call 911 from GoToConnect Desktop or via a Web browser using my.jive.com and you are not located near your default Dartmouth location, 911 will not know that. They will send responders to the location where your computer or desk phone typically resides. Therefore, if you are in a different location, you MUST tell the 911 dispatcher you need assistance at a different location and provide the location details.

How do I control my "presence" indicator in GoToConnect Desktop or Mobile or on my desk phone?

  • Your presence indicator is controlled automatically based on whether you are on a call or not. Your presence changes to busy (red) when you are connected to another caller (not just when you're dialing or the phone is ringing). Your presence automatically changes to available (green) when you hang up.
  • You can set "do not disturb" so that even if you're not on a call, others calling you via your Dartmouth phone number will see you're not available. Your presence indicator changes to a crescent moon. 

How do I forward my phone to another number?

  • If you are going to another location and logging in to your phone on another desktop phone, see Moving Your Desk Phone.
  • If you want to forward your calls to someone else for a period of time:
    1. Dial *72 .
    2. Listen for the dial tone and enter your forwarding destination. This can be an internal extension or an external number.
    3. When finished, just hang up.
  • To disable call forwarding:
    1. Dial *73.
    2. Hang up.
  • You can also use the "Find Me Follow Me" functionality. See https://services.dartmouth.edu/TDClient/1806/Portal/KB/ArticleDet?ID=102130.

Can I see missed calls?

  • Yes. There is a phone activity report that shows you all calls that come to your phone (regardless of whether you answered them), and all calls that you placed. If you use multiple devices for your phone (e.g. desk phone and mobile client) the activity report is just for the device that you're running it on.
  • To see the activity report in GoToConnect or in my.jive.com, click the clock icon in the left column.
  • To see the activity report (also called Recents) in GoToConnect Mobile,click the phone icon at the bottom of the GoToConnect Mobile window.
  • To see the activity report (also called Recent calls) on a Poly phone, press Directory, then Recent Calls.

My audio is sometimes choppy on calls on GoToConnect, or GoToConnect responds slowly. How do I fix that?

  • This can happen if you have too many applications running while you're on a call. Try closing some of the other applications. This especially applies to other "phone" applications such as Skype, Zoom, Microsoft Teams, etc.
  • Alternatively, this can be caused if you are using a headset and it is plugged into something other than your computer (e.g. monitor, docking station, USB to USB-C adapter). Plugging the headset directly into a USB port on your computer is recommended.
  • Also, if you're working on a small network (e.g. your home network), and there are many other devices using your connection (TV, streaming videos on other computers, etc.) it may be that you don't have enough space left for a clear connection on GoToConnect. Try shutting off some of those other connections.

How can I add a third phone number to an ongoing call?

  1. To make a 3-way conference call, when you are on an active call, click Add.
  2. Dial the name or number you want to add then click Call.
  3. Wait for the second party to answer then click Merge Now.  

Can I find the name of someone who called me based on their phone number?

  • Yes. Within GoToConnect Desktop, click Contacts in the left column. In the Enter number or search for contact field, enter the 5 digit extension of the person who called you. The name associated with that extension will appear.
  • Within GoToConnect Mobile, click Contacts at the bottom of the window. In the Search Contacts field, enter the 5 digit extension of the person who called you. The name associated with that extension will appear.

Can I call someone using their name rather than their phone number on the GoToConnect Mobile app?

  • Yes. Touch Contacts at the bottom of the window. In the Search Contacts field, enter their full or partial name. As you type, names that have the letters you enter in the search field appear. Touch the name you want to dial.

When I try to make a call from GoToConnect, it just rings on my desk phone, so I'm just calling myself. How do I fix this?

  • Within GoToConnect, in the lower left corner of the window, it should read "##### on softphone" where the ##### is the extension of the phone you're logged into. If it reads "##### on poly" this is what is causing the issue.
  • Click the down arrow immediately to the right of "##### on poly" and selected "##### on softphone". 

What is a "dialable password"?

  • Dartmouth's phone system uses three passwords:
    1. The one that is associated with your Dartmouth NetID that is used to log into the software-based phones (e.g. GoToConnect Desktop and Mobile, my.jive.com).
    2. The one you're prompted for when logging into the voicemail system.
    3. The dialable password.
  • You are prompted for your dialable password when you try to do access restricted actions.
  • See Phone Passwords for more information.


Article ID: 86193
Wed 9/4/19 11:39 AM
Tue 2/8/22 9:08 AM

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