Goto/Jive Support

Support Email: jive@gensis-comroc.com

Useful information about your hosted phone system

Self-Help Knowledgebase: https://support.goto.com/jive Updated regularly with quick start guides, step-by-steps, screenshots, video tutorials, etc. for both account admins and end users.
Customer Support & Ticket System: 801-717-1556 U.S.-based support representatives help customers setup and maintain their systems from the first day of Jive service and on. A robust ticketing system (support.getjive.com) allows customers and support representatives to track issues from beginning to resolution.
Technical Support & Ticket System: 877-548-3003 U.S.-based systems engineers help customers with difficult problems, such as network-related issues or non-standard hardware or software issues.

Genesis Communication
3400 W Ridge Rd Ste 6
Rochester, NY 14626
O: 585-225-1829
F: 585-225-9327

To record your unavailable message, follow these steps: (Default Mailbox Greeting)
1. From your phone dial *99
2. Enter the password (0000 Default)
3. Once you are in your voicemail box, choose option 0
4. Press 1 to record your unavailable message.
5. Follow the prompts to record
6. When you have finished recording, press the pound key. You will then have the option to review, re-record, or save your message. Once it has been saved, hang up and your message will be active.

To record your busy message, follow these steps: (Configured for use in a dial plan)
1. From your phone dial *99, or press the envelope button on your phone.
2. Enter the password (0000 Default)
3. Once you are in your voicemail box, choose option 0
4. Press 2 to record your busy message.
5. Follow the prompts to record
6. When you have finished recording, press the pound key. You will then have the option to review, re-record, or save your message. Once it has been saved, hang up and your message will be active.

To record your name, follow these steps:
1. From your phone dial *99, or press the envelope button on your phone.
2. Enter the password (0000 Default)
3. Once you are in your voicemail box, choose option 0
4. Press 3 to record your name.
5. Follow the prompts to record
6. When you have finished recording, press the pound key. You will then have the option to review, re-record, or save your message. Once it has been saved, hang up and your message will be active.

To record your Temporary Greeting, follow these steps:
1. From your phone dial *99, or press the envelope button on your phone.
2. Enter the password (0000 Default)
3. Once you are in your voicemail box, choose option 0
4. Press 4 to record your temporary message.
5. Follow the prompts to record
6. When you have finished recording, press the pound key. You will then have the option to review, re-record, or save your message. Once it has been saved, hang up and your message will be active.

Delete a Temporary Greeting:
1. Access your voicemail following the steps above.
2. Press 0 for Mailbox Options.
3. Press 4 for Temporary Message.
4. Press 2 to delete your Temporary Message.

To Record Dial by Name Directory Name:
Dial *21 (Records personal directory name to be used in a dial by name directory. Prompt recording permission not required.)
Dial *22 (Records others’ directory names to be used in a dial by name directory (requires prompt recording permissions.)

Changing your voicemail password:
Forgot your voicemail password for GoToConnect? If you haven’t changed your voicemail password before, the default is 0000. Otherwise, follow these simple steps:
1. Press the voicemail button on your phone or dial *98/*99.
2. Press 0 for Mailbox Options and then press 5 to change the password.
3. Enter your new password of at least four digits and then press #.
4. Re-enter the new password and then press #.
5. That’s it! Your new password is set.

Check your voicemail remotely:
1. Dial the main business phone number
2. Call your office extension
3. Press * when you hear the voicemail greeting begin.
4. Dial your password (default 0000).

To record a personalized voicemail message for an extension not assigned to your device:
1. From your phone dial *98
2. Enter the desired extension
3. Enter the password 0000
4. Once you are in the voicemail box, choose option 0
5. Press 1 to record your unavailable message
6. Follow the prompts to record
7. When you have finished recording, press the pound key. You will then have the option to review, re-record, or save your message. Once it has been saved, hang up and your message will be active.

How to add your Directory:
1. Press the OK button on your phone
2. Type the IP address (IPv4) of your phone in the web browser
3. It will bring you to a Yealink sign in page. The username is admin. Password is ________________. Get the password from Genesis or your systems administrator.
4. On Left side bar press directory tab, then the local directory tab.
5. Click on New Contacts up at the top. Type contact information and click confirm.
6. ** Next Click on the security sub tab in the directory drop down menu on the left side bar.
7. Under the “Directory” and the “Search Source List In Dialing” click on local directory and move over to enable. Click confirm. You will now be able to just start typing the name on your phone keypad and a list of contacts will show up on your screen. Use the arrows to make your selection.

For recording Auto attendant and holiday prompts, follow these steps:
1. Dial *14 (Sound Clips can only be done from an Admin's phone or anyone who has been given permission: Permissions>>Prompts.)
2. Enter the password 0000
3. You will be prompted to record
4. When you are finished recording, press the pound key, you will then have the option to review, re-record, or save.
5. Once you press save your recording will appear in your PBX in the Sound Clips tab as the date and time it was recorded. (You can change the title by clicking on the recording, delete the old name, enter your preferred name, and click save.)
6. Then go to the correct dial plan and enter the sound clip into its specific node. Once you press save the sound clip will be active.

Other Important tip and info:
Dial a * before dialing an extension number, Ring Group, or a programmed line key and you don’t have to wait for the callee to pick up. This will start a 2-way intercom. This can also be used for internal paging.

You Can Transfer a caller directly to a user’s Voicemail if you dial a 0 followed by the extension. Ex (0 + EXT)

To change hours and weather your system is Open, Closed, or Holiday Mode:
1. Log in to the admin portal
2. On the left side bar click “Schedules”
3. Click on the schedule you want. Will be labeled as “Main Schedule” for most accounts.
4. You will be on the general tab by default. Under schedules you will see the header “Override”. Choose the mode you want your system in.
5. Click the blue save button in the top right of the screen

To Schedule holidays:
1. Log in to the admin portal
2. On the left side bar click “Schedules”
3. Click on the schedule you want. Will be labeled as “Main Schedule” for most accounts.
4. You will be on the general tab by default. Choose the holiday tab.\
5. Click “Add Holiday” and name it and set the date(s) and time when you would like your system to be in holiday.
6. Click the check mark to save.
7. When the holiday rolls around if you have a generic holiday message you will not need to do anything. If you have a specific message on the holiday then you will need to make sure you have recorded the sound clip and place that sound clip in the holiday mode auto attendant in the dial plan flow chart. You can only have the next holiday ready to go, so for each holiday that has a different recording you need to change the recording that is in the picture below. If you have recorded a sound clip and named it, it will be in the dropdown menu when you click the down arrow.

Setting up Web Login and Mobile app Login for GoToConnect and GoToMeeting

1. Go to the play store on your cell phone and download GoToConnect app.
2. Go to ONJIVE.COM
3. Enter email address and click “NEXT”
4. Click on “FORGOT PASSWORD”
5. CLICK on “RESET PASSWORD”
6. Check your email and click the link they send you to set your password.
7. Once that is done go back to ONJIVE.COM and Log in.
8. Log into the app on your cell phone with the credentials you just created.
9. NEXT, Go to GOTOMEETING.COM
10. Log in with the same credentials.

To Login to the SOFTPHONE and Admin PBX Portal: onjive.com

Email:

Password:

To Login to GoToMeeting: gotomeeting.com

Email: Same as above

Password: Same as above

Using GoToConnect Mobile app and the GoToMeeting Mobile app:

Both Apps use the same username and password for logging in.

The GoToConnect app is a green app The GoToMeeting app is orange.

Use your app on your phone and make calls through the app that displays the caller ID of the business Use this app for video chat and screen sharing.

Star codes for Jive can be found here: https://support.goto.com/jive/help/what-are-jives-star-codes-jive-star-codes
You can also press Crtl and click the watch video and you will be taken to a youtube video
Use star codes to access extra features and functionality regardless of the model of phone you’re using
.
Star Code Video Definition
*7 Pauses and resumes recording on live calls.
*11 Searches the default dial by name directory.
*12 No action. Reserved for emergency services in some countries.
*13 + ext Logs in and out of a call queue.
*14 Records a sound clip to be used in a dial plan or call queue (requires prompt recording permissions).
*15 + ext/tel Records a single call (feature must be set up by a system admin). This cannot be used mid-call.
*17 + ext Initiates call monitoring (requires monitoring permissions).
*19 Changes personal dialable password (default 0000). This password is used with the dialable username to access permission-based tasks such as recording prompts, making international calls, and call monitoring. It is different from the voicemail password.
*21 Records personal directory name to be used in a dial by name directory.
*22 Records others’ directory names to be used in a dial by name directory (requires prompt recording permissions).
*33 Pauses an agent's calls in all assigned queues. Agent will hear "agent paused".
*33 + ext Pauses an agent's calls in a specific queue. Agent will hear "agent paused".
*34 Resumes an agent's calls in all assigned queues. Agent will hear "agent unpaused".
*34 + ext Resumes an agent 's calls in a specific queue. Agent will hear "agent unpaused".
*37 Places a call on hold in a virtual parking spot on the system. There are an unlimited number of parking spots available. To park in a user-assigned spot, blind transfer to *37 + parking spot number (any number of digits, but it cannot start with 0). To park in a system-assigned spot, warm transfer to *37 (the system will notify you where the call is parked). To answer a parked call, dial *37 + parking spot number.
*43 + dialable username Initiates hot desking allowing you to load your extension settings to a shared phone and use it as your own. Dial the same star code to log out of a shared phone. This feature is supported on Cisco MPP, Polycom, and Yealink only and must be enabled by a system admin on your user profile and each shared device..
*67 + tel Blocks your number from a caller ID for a single call.
*72 + ext/tel Activates server-side call forwarding—all incoming calls are forwarded to an internal extension or external number.
*73 De-activates server-side call forwarding.
*77 Switches a call between devices assigned to a single user.
*82 + tel Overrides the Block Caller ID setting for a single call.
*97 + ext Picks up a call ringing on another user’s phone (directed call pickup).
*98+ ext Checks other extension, ring group, or shared voicemail boxes.
*99 Checks voicemail for the line assigned to the phone.
*911 Tests emergency services call notifications.
* + extension Pages an individual phone, or even an entire ring group, by automatically activating their speakerphone (feature must be enabled on the recipient’s line).

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