Missed Calls going to voicemail instead of callcenter

This would be settings in your Call Queue:

 

Under Call Handling and Members / Wait Settings

Both of these options have the ‘Forward to an External Number’ option.

If this service may change, I would make it an Extension and then forward the missed call to that extension (external number).  That way you can send all the Call Queues to that same (external) extension, and only have to change one extension should the service number change.

That make sense?

So - external extension would be 7000.
In the call groups 1800, 2050, and 2100 - forward missed calls to 7000.

if the service changes - you just have to change the external number on ext 7000.

Let me know if that isn’t it at all as to what you are asking about - that’s how it read.

You also have this setting on each normal extension - to send to an external number.

Good luck.

​@Ad54 


There is a parameter on our backend called “Disable auto answering”. Reach out to support and get it toggled ON. ​@Mary-Community_Moderator might be able to help in raising a case. 

 

Thanks so much. This is probably it. Basic support is claiming auto answer is already off. Is this a backend feature that only higher level support would know about.

​@Ad54 
Yes it is a backend feature and T1 support might have mistaken it with the front-end auto answering, which is something completely different.
You could rephrase your request to support and ask them to have Service parameter 1156 set to Enabled. This way there is no confusion about it.

​@Ad54 
When somebody calls your RingCentral number  our server responds with SIP 183 Session progress, followed immediately by 200 OK. This is expected behaviour and is necessary for us to support early media and E-Fax. You want to disable this, so that 200 OK is not being sent immediately - instead it should be sent only upon answering the call.

There is a parameter on our backend called “Disable auto answering”. Reach out to support and get it toggled ON. ​@Mary-Community_Moderator might be able to help in raising a case. 

VERY IMPORTANT Requirements for this to work:
- the RingCentral phone number needs to be a digital line. It will not work with an ALN (additional local number). For example a number assigned to a queue is not a digital line and will not work.
I hope 516-471---- is a receptionist user extension that you have.
- the phone number of the digital line needs to be set to “Voice only” as opposed to “Voice and Fax”. You can easily do this from Phone System > Phone numbers > click on a number.

Side effects of disabling auto answering:
E-Fax will not work, as the fax will be treated by the digital line as a voice call.


Here is another common scenario where it is necessary to disable auto answering:
Some two-step verification processes will send a code to a user through a phone call. When the call is sent to the RingCentral number, a SIP 200 is already sent on the call and the automated messaging system begins announcing the two-step verification code before the RingCentral user answers the phone call. By the time the call is answered, the RingCentral user is unable to hear the complete verification code.

Your use case is a bit different, but I think what I said applies to your scenario as well.