callers not getting to my RC voicemail recording.

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How can i change the voicemail setting in the iOS app to make sure that voicemails are left in the app and not on my personal voicemail. This is causing my callers not to hear my RC voicemail recording. It was working correctly, but all of a sudden it has changed and i am not able to figure out how to change it back.
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Shockley Home Solutions

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Posted 1 year ago

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Matt, Employee

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Hello! Have you tried reinstalling the RingCentral app? If you have then have you tried rebooting the phone?
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Brandon, Champion

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Do you have voip calling enabled in the app settings?  If not, I think it is possible depending on timers that your mobile voicemail can pickup sooner then your RingCentral voicemail.
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Jan Ferguson, Channel Partner, Champion

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Have you changed the extension properties where calls are getting forwarded to your cell phone? If that's the case the call will go to your iPhone and not the RingCentral app, and therefore your callers will hear your iPhone voicemail greeting and not the RingCentral voicemail greeting.
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Matt, Employee

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Unless an advanced rule for unconditional forwarding has been set up the voicemail will kick back to the RingCentral voicemail after the phone rings.
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Jan Ferguson, Channel Partner, Champion

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Not if the call is forwarded to the cell phone. When that occurs RingCentral is out of the picture and the cellular plan takes over. This would only occur if the extension had the Desktop Apps & Smartphones turned Off and had the cell phone as one of the forwarding numbers. I have seen clients do this accidentally thinking they were only turning off the Desktop apps and forgetting about the smartphones (i.e., RingCentral mobile app).

While an Advanced Calling Rule with either unconditional forwarding or forwarding as I described above would cause this to happen, there is no situation where a voicemail will "kick back" from a cellular connection back to the RingCentral app. Once it's on a cellular connection RingCentral is no longer involved in the call.
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Matt, Employee

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If the ring time on the forwarding is set to over 25 seconds then the cell phone's voicemail may pick up automatically. Our system is still in control of the call though if this is only set up in general Call Handling & Forwarding. If it's only set to ring for 15 seconds the call will come back to the user's RingCentral voicemail. Unconditional forwarding is what would fully send the call out to be handled by the cell network.

That's what Brandon was referring to above.
(Edited)
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Jan Ferguson, Channel Partner, Champion

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I understand that Matt. I was answering to your comment on my post above. Everything I stated is exactly true as well as what you and Brandon stated. I was not commenting on Brandon's post. I was offering another possibility for the original poster to check on. I asked if the extension properties had been changed, in particular I was referring to Desktop Apps & Smartphones turned Off and had the cell phone as one of the forwarding numbers when I asked them, "Have you changed the extension properties where calls are getting forwarded to your cell phone?"
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Matt, Employee

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It's true that this would only matter if the apps and smartphones were turned off, but unless they changed the ring time to over 25 seconds none of what you've said would change where the voicemail gets left.

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