Hi @lari-brown, are you referring to your app or desk phone?

You can check the status in online portal once, make sure "Do not accept any call" is not enabled:

When you say the phone does not ring, what happens when you dial the number and wait for the greeting to end?

I ask because we regularly get this from our users, and the culprit is often that they went on vacation and updated their greeting, and when they return they accidentally record an "introductory greeting" from the phone admin setup instead of a "voicemail greeting" as intended. This results in the new greeting playing before the phone even starts ringing.

Users with desk phones often press the voicemail icon on the handset, then enter their pin, then hit option 2 (account administration), then option 2 (greetings), then they hear "to record your introductory greeting, press 1" and think that this is their voicemail greeting... OOPS. The correct path to updating a voicemail greeting is option 2, then 2, then 2.