Hi @SueV,
Thanks for sharing this! From the way you described it, it sounds like you’d like callers to hear ringing first, then have your receptionist answer and transfer the call, with voicemail picking up if unanswered after a few rings.
This can usually be set up in your call handling rules. I’d recommend checking the User Call Handling & Voicemail settings for the receptionist’s line and making sure the option to “Play music while connecting” is toggled on. That way, callers hear a normal ring or a music before the call connects.
Here’s a link to an article you can review to check your setup: Setting up how incoming calls are handled.
If you already had this working but it recently changed on its own, it may be worth re-checking these settings, or confirming if any account-level updates were applied. If you’d like, you can send me a DM with your account and contact details so we can submit a case to our support team and have a support representative help you in reviewing your call handling settings.
