I cannot figure out why some of our business voice mails are being redirected to personal voicemails. I have checked and re-checked the voicemail settings when employees complain about this happening and nothing has ever changed. I even have a template that I use so that everyone starts with the same settings when I create their lines. It happens to both Android and iPhones and is randomly happening.
+3Hi
This is a very common issue, and since it is happening randomly across both Android and iOS devices, it is almost certainly a conflict with your employees' personal cell phone carriers, rather than your RingCentral template settings!
When a user forwards their RingCentral business calls to their personal cell phone number, a race condition occurs between the two systems. If the employee’s personal cell phone is turned off, has no signal, is set to "Do Not Disturb," or if they manually reject the incoming call, the personal carrier (like Verizon, AT&T, or T-Mobile) will aggressively intercept the call and drop it into their personal voicemail before RingCentral's timers even realize what happened.
Since your templates are structurally sound, here are the two best ways to stop personal voicemail interception:
This forces the employee’s personal cell carrier to prove a real human answered before handing off the call. If a personal voicemail answers, it cannot press the confirmation key, so RingCentral pulls the call back to the business voicemail box.
In the Admin Console, go to the user's Call Handling & Forwarding settings.
Look for the employee's personal mobile number.
Click the Gear icon (Settings) next to that number and ensure Require Confirmation is turned ON.
Note: You can update your master user template to include this setting by default for all future lines!
If a personal cell phone rings too many times, the local carrier will take over. Ensuring RingCentral rings for a shorter or balanced window gives the system time to pull the call back to the company voicemail box.
In Call Handling, make sure the mobile device is set to ring for at least 20–30 seconds (approx. 4–5 rings) before moving to the next step. If the personal cell phone carrier's voicemail is set to pick up after 15 seconds, it will always win the race.
For a visual walkthrough on adjusting these call screening settings, check out the official KB article:
Hope this helps! 😊
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