voicemail problems

  • 9
  • 1
  • Question
  • Updated 2 years ago
  • Answered
US Account I have updated my voicemail and even reset my phone. The VM on Ring Central is correct, but when callers get my VM they hear the old users message. Any idea how to fix this?
Photo of Stacey Matheson

Stacey Matheson

  • 90 Points 75 badge 2x thumb

Posted 2 years ago

  • 9
  • 1
Photo of Mike

Mike, Official Rep

  • 91,894 Points 50k badge 2x thumb
Hi Stacey, There could be a couple things going on here.  

First, can you please take a look at this page and see if this is the problem: Call Handling: callers are hearing the Default voicemail and not my Custom voicemail?

Also, I've seen many cases where a the recording gets uploaded to the wrong location, ie. Greeting instead of voice mail, or vice versa. 
(Edited)
Photo of Carisa Foreman

Carisa Foreman

  • 220 Points 100 badge 2x thumb
I am having this same problem and I did look at what your like reccomeded, but when people call into the VM they are getting an older recording.  Any other suggestions on how to fix this?
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 43,192 Points 20k badge 2x thumb
Hello Carisa and Stacey,

Sometimes things do get stuck on the back end. This is why we suggest that extensions do not get reused because it can cause these types of issues. For example, let's say you gave your new employee Joy the extension that your old employee Jean had. When this happens certain things will stay stuck in default for the original owner's information.

Another thing to check that is not mentioned in the above article is Record User Name under the User Detail tab:



However, I always suggest that you create a new extension for your new user, delete the old extension (after removing any important voice messages, etc.), and then change the extension number for your new user to what the old user had. 
Photo of Carisa Foreman

Carisa Foreman

  • 220 Points 100 badge 2x thumb
Maybe I need to be a little more specific, this employee has had the extension for 5 years, she recorded a vacation recording and then when she came back recorded another "normal" recording.  The "normal" recording worked and things were fine, she did an upgrade for RC and now it is stuck on the vacation recording when people call in but if she listens to the recording when logged into RC it is the "normal" recording.  Help.... :-)
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 43,192 Points 20k badge 2x thumb
Hello Carisa,

Where did she record the new recording? In ServiceWeb?

When you say that she did an upgrade for RC, are you referring to her Desktop Application?

Thanks!
Photo of Carisa Foreman

Carisa Foreman

  • 220 Points 100 badge 2x thumb
She did the recording by logging in on line and the upgrade was RC specific
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 43,192 Points 20k badge 2x thumb
Hello Carisa,

Do you know what web browser your user is using and what version? 

Which section of her extension did she record the "normal" recording after she got back from vacation?
Photo of Carisa Foreman

Carisa Foreman

  • 220 Points 100 badge 2x thumb
We all use Chome, I have no idea what version, but I am pretty sure it would be the most current version.  When you say which section of her extension did she record in, she did it thru message and notifications location
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 38,106 Points 20k badge 2x thumb
Hello Carisa,

I would check the Record User Name (just in case) and then see if that user has an Advanced Rule set up under their Call Handling & Forwarding.
Photo of Carisa Foreman

Carisa Foreman

  • 220 Points 100 badge 2x thumb
There is no rule, but the stranger thing that we have found is that when you call her line it automatically goes to her voicemail, the wrong one, and then she can pick up the call.  So it like the wrong recording is her ring when people are calling.
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 38,106 Points 20k badge 2x thumb
Hello Carisa,

Could you post a screen shot of her Screening, Greeting & Hold music settings? You can black out anything personal. 
Photo of Carisa Foreman

Carisa Foreman

  • 220 Points 100 badge 2x thumb
I think we are going to have our IT dept get involved in this, it seems to be out of my "pay grade".  i do truly appreciate all of your help and suggestions.
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 38,106 Points 20k badge 2x thumb
Hello Carisa,

Sure thing. You can also call support at 888-898-4591, Option 3 and have someone help you out!