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 helps you troubleshoot calls that are routed to your voicemail rather than ringing your phone. See the list of things you need to check below to ensure this would not happen.
Make sure Do Not Disturb (DND) is turned OFF or disabled in the following platforms:
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.
Make sure the User Hours and Regional Settings are correctly set up.
NOTE: 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.
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.
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.
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.
Call Handling & Forwarding Overview
Overview of VoIP Calling on the RingCentral Mobile app