This article provides solutions on how to resolve if your calls are going straight to voicemail.
Symptom
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.
Issue
• Phones are not ringing.
• Calls go straight to voicemail.
Resolution
Listed below are the things you need to check or try in order to resolve and prevent this issue.
• Make sure Do Not Disturb (DND) is turned off or disabled.
Do Not Disturb (DND) is turned OFF or disabled in the following platforms:
• Online Account - Click on your account name drop-down list and select Take all calls.
• Make sure the User Hours and Regional Settings are correctly set up.
• If you use Call Forwarding, make sure that a forwarding number is enabled.
• Check the User Welcome Greeting
• Listen to the User Welcome Greeting and make sure the voicemail greeting is saved under Messages.
• If the User Greeting is set to Custom, listen to it to check if it is your intended voicemail recording. Click the Play button to preview your current greeting.
PS: Always check under Users/ Phone/ Incoming calls /Call rules and voicemail / My workday/Working hours / Welcome greeting if Greet caller with a message is enabled. Sometimes users get confused setting this up thinking they are setting Voicemail Greeting, which is done under Message . If this is enabled, simply get it disabled or record the appropriate message for that.
