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eneuro avatar image
eneuro asked ·

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!  

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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Hi Eneuro, I have not heard of this specific issue and I would agree with you since VM is a RC function something else is wrong.

What do your call logs say?  If the caller some times is getting back to the main greeting this would be weird because once a call is moved from the auto attendant to an extension it should never do back to the auto attendant.

Are you using the multi level IVR?  If so let me know.

I would want to review your call logs and call flow.  Recently the number of rings moving to voice mail has changed from rings to a time value of seconds.  

There are a couple of things to look at here but the call log should be telling us what is happening to that call

Thanks

Chuck
Certified Ring Central Installer
chuckfuscone@gmail.com
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eneuro avatar image
eneuro answered ·

Hello RC-Installer,

     Thank you so much for your insightful reply.  I will take a look at the logs and check if I notice anything abnormal.  However, it's kinda difficult since I don't know exactly which calls are not getting to the voicemail.  Also, is there anything specific on the logs that I should look for?

     To answer your other question, no, we do not have a multi-level IVR, just a main greeting with a message indicating the extension numbers...

Thanks again for you assistance!

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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Hi Eneuro, I have not heard of this specific issue and I would agree with you since VM is a RC function something else is wrong.

What do your call logs say?  If the caller some times is getting back to the main greeting this would be weird because once a call is moved from the auto attendant to an extension it should never do back to the auto attendant.

Are you using the multi level IVR?  If so let me know.

I would want to review your call logs and call flow.  Recently the number of rings moving to voice mail has changed from rings to a time value of seconds.  

There are a couple of things to look at here but the call log should be telling us what is happening to that call

Thanks

Chuck
Certified Ring Central Installer
chuckfuscone@gmail.com
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eneuro avatar image
eneuro answered ·

I didn't even notice the "detailed" view.  Wow, thanks for the advice!

I'll start gathering info on those "problem" calls. That way, I'll know exactly which calls to look at and see what the system is doing. I think it'll take a week or so to pin point those calls, since we won't know until customers complain.  Told everyone to keep a log of date, time, # called from, and to what extension the customer dialed.

I'll definitely get back to you once I have something concrete. Thank you again for your help!

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Chuck Fuscone answered ·
When looking at the call logs in a detailed view you will be able to see the calls that actually get answered by an extension and those that go to voice mail or maybe those that go back to the auto attendant.

I would also review the call flow settings of each user. to see if anything looks weird.

You may be able to identify based on the extension the caller selects if there is a common theme like time of day or specific extension or specific phone.

This is the place to start.

Let us know

Chuck
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