HOW TO

How to Report a Telephone Audio Issue

Issue

Objective

You can report a telephone audio issue that requires further investigation such as:

  • Call drops
  • Busy signal
  • Garbled (distorted) sound
  • Poor phone quality
  • Error messages when accessing the conference
Note: Echo is a hardware issue caused by a mic picking up the conference. Live troubleshooting is required and these issues cannot be escalated under most circumstances.

Environment

  • GoToMeeting
  • GoToWebinar
  • GoToTraining
  • OpenVoice

Procedure

If it has been less than 24 hours since the incident please Contact Support and have the following information ready for an agent to create and file an audio ticket. 
Please use this Template Below 
Audio template 
Contact Phone Number:
Contact Email Address:
Contact Time Zone:
 
Date the incident occurred:
Time the affected call began (including time zone):
Approximately when did the issue occur:
Conference number called:
Access code or OpenVoice Conference Room Number:
Called FROM phone number (MANDATORY):
Note: Please see Audio Help and FAQs before contacting support.
 

Answer

Cause

Resolution

Additional Information

Telephone call issues must be reported within 24 hours. Telephone carriers do not keep logs beyond that time frame.

Number Called From must be an individual who experienced the described issue.

Mic & speakers (VoIP) issues do not have the time frame limitation, but will require obtaining logs from the computer which experienced the issue.