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eneuro avatar image
eneuro asked ·

Calls do not go to voicemail.

This reply was created from a merged topic originally titled calls do not go to voicemail, intermittent issue.

Hello,

     We have about 10 users in our business, some in the office, and some at remote locations.  For the past month or so, callers are complaining that they do not reach the voicemail for the extensions.  But are instead sent back to the main office greeting.  I'll be more specific below.

1. customer calls and hears the main office greeting

2. customer dials the extension he/she wants.

3. customer is transferred to the extension, (not sure if they hear the hold music or not, nor how long they wait until being transferred to the main greeting)

4. the customer is back at the main office greeting, unable to leave a voicemail...

     The crazy thing is that this occurs intermittently and not always.  Other times customers are able to reach the voicemail for the extension and leave a message.  This occurs to several extension, not just one or two extensions.

RingCentral says everything is okay...

Has anyone else experienced this problem or know the cause of it?  I believe this has to do with RingCentral and not on my end.  Since voicemail function is handled at RingCentral end...  But I'm not sure.

Thank you in advance for you help!   Note: This conversation was created from a reply on: How do I eliminate the system reading me the Date, Time and Phone number at the b....
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mike avatar image
mike answered ·
Sorry I see this post is a month old. Are you still needing help with this?

Mike 
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Robby Cunningham avatar image
Robby Cunningham answered ·
I am having a very similar issue. Is there a known cause?
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eneuro answered ·

Hello Mike,

     Yes actually,  I believe this problem is still on going, albeit intermittently.  I say, "I believe", because I don't work at the office.  I'm the IT technician and they asked for my help since they couldn't get RingCentral to help out.  In fact, about a week ago the office manager e-mailed me a voice message from a client.  The message gets cut off abruptly as the client is leaving the message, different scenario but maybe another problem with the voicemail.

     I've been busy myself and didn't get a chance to really look into it.  If there's anyway you can assist we will be grateful, Mike.

Thank you in advance. 

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mike answered ·
Robby and eneuro,  

We'll be happy to look into this further if you wish, but we'll need to have some specific details.  If you would like to  Open a Case and include details such as dates & times the event occurred, the extension that was dialed etc, then we can look at all the settings.  However if the caller was simply cut off, it's not likely to be the voice mail, rather some sort of network issue. 
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