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kim asked ·

Troubleshooting Calls going straight to voicemail



Scenario: When I call Lise Smith I immediately get her voicemail but shes available and at her desk. Whats going on?

If you find yourself in this predicament there are a few things that you can check before  Contacting Support.
dnddo not disturbnot ringphone not ringing
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Hi Tyler,  There are several things that could cause this but it's most likely a configuration issue. Follow the troubleshooting steps in this thread above. Also make sure each user is logging in under their own DL if possible instead of the main number + extension. 
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Hello Ashlee,

Thanks for the information. From the description of the settings you changed it looks like that was a setting on your Kyocera phone itself and not on the RingCentral Mobile app.

Thank you,
Nate Malone, Tier 2 Technical Support
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kim answered ·
1) Check to make sure Do Not Disturb (DND) is not turned ON in 4 locations:  Softphone, Smartphone, Hardphone, & web interface.

2) Listen to User Greeting and make sure your voicemail is not recorded under User greeting.  This can be located under Screening Greeting & Hold Music. The voicemail should not be recorded or saved here,  but rather saved under Messages & Notifications.  If it says "custom", please listen to it and see if it is your voicemail.  

 


3) Make sure Phone is turned ON under Call Handling & Forwarding.  


This picture is of a phone turned OFF which will result in calls going to voicemail.

 


4) Check User Hours & regional settings (time zone)
  - Make sure your time zone is correct. It defaults to the Company's set time zone, so if you work at a different location or remote, please change it to match your settings. 

  



 5) Check for any Advanced Rules settings.




6) Finally, if all of the above settings look ok, please reboot phone.
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mike answered ·
Also, if you are having this problem using the mobile, app, and you've gone through the steps Kim posted above, then check the following settings on your mobile device.  Be sure you have wifi and/or 3g/4g turned on and you have enabled "incoming "voip calls"

Tap on the Profile Picture (top left-hand corner) and then tap Call Settings



You will also want to make sure that the DND (do not disturb)  on the mobile app is not on. 




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