09/06/18 22:51 PM  

Troubleshooting - Calls Going Straight to Voicemail | RingCentral

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SummaryThis article describes how to resolve if your calls are going straight to voicemail. Usual symptoms are: your phones are not ringing, you are not getting any calls and you are only getting voice mail messages. You are also getting reports that people have been trying to reach you but only getting your voicemail.
Details

 

Troubleshooting - Calls Going Straight to Voicemail 

 

Problem

There are times when your calls go straight to your voicemail without ringing your phone. It happens when the settings on the RingCentral Online account, Desktop app, Mobile app, and desk phone are incorrect.

This article will help you troubleshoot calls that are routed to your voicemail rather than ringing your phone.
 

Solutions

Listed below are the things you need to check or try in order to resolve and prevent this issue. Click on the links to know more.

Make sure Do Not Disturb (DND) is turned off or disabled.
Make sure the User Hours and Regional Settings are correctly set up.

Your timezone defaults to that of the Company's, so if you work remotely or in a different location, change it to match your settings. 

• If you use Call Forwarding, make sure that a Forwarding Number is ON.
• Check the User Greeting.

Listen to User Greeting and make sure the voicemail greeting is NOT recorded but saved under Messages & Notifications. If the User Greeting is set to Custom, please listen to it to make sure it is your voicemail. Click the Play button  to preview your current greeting.

• Check for any Advanced Call Handling rule that could prevent calls from being forwarded to your phone. 

Click Advanced under Call Handling & Forwarding to check. For the calls to go through, the Holiday rule should be turned OFF.

• Reboot your Desk Phone, Mobile Phone or computer.


 

• Make sure Do Not Disturb (DND) is turned OFF or disabled in the following platforms:

PLATFORM

DND DISABLED

RingCentral Online Account

Select Take all calls to disable Do Not Disturb.

 dnd online acct off

RingCentral for Desktop

Select Available to disable Do Not Disturb.

desktop app dnd off

RingCentral Mobile App 

To make sure your calls do not go straight to your voicemail, Do not Disturb should be turned off on your Mobile app. Status should say Available and at the same time, Data (VoIP) calling needs to be enabled.

For more information on VoIP calling, check: Overview of VoIP Calling on the RingCentral Mobile app.

 dnd mobile off

Desk Phones

Polycom VVX Series phones 
Cisco SPA303, Cisco SPA508G, Cisco SPA514G
Cisco SPA525G, Cisco SPA525G2 


NOTE: All calls to an extension will be routed to voicemail when Do Not Disturb is enabled. See Setting a User's Do-Not-Disturb and Call Queue availability for more information.

 

• If you use Call Forwarding, make sure that a Forwarding Number is ON.


IMPORTANT: Make sure the voicemail is not configured to go to a Mobile Phone. This prompts the user to press 1 to connect the call when answering on their cellphones. If the user does not answer or press 1, the call will not be answered and will not be directed to the cellphone voicemail box.

For your Incoming Call Information, select For non-RingCentral phones only for Direct calls under Play announcement before connecting

NOTE:  The Non-RingCentral phones only option will play the announcement when forwarding a call to your home or mobile phone, but NOT when forwarding to a RingCentral desk phone. To learn how to configure your Incoming Call Information, see User: Configure Incoming Call Information.
 

 

See Also:

Call Handling & Forwarding Overview 
Overview of VoIP Calling on the RingCentral Mobile app 

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