Calls go straight to voicemail

Symptom

Callers reach voicemail straight away, or after only a ring or two, even though someone was free to answer.

Quick checks

1. Call the number from a mobile and count the rings before voicemail.
2. Check the user’s phone or Webphone isn’t on Do Not Disturb.
3. Check the user’s devices show Online in PBX › Devices.

Likely causes and fixes

1. Do Not Disturb is on

For a call that reaches a User directly, the No answer path also covers rejected calls and Do Not Disturb. So DND sends callers straight to voicemail.

Fix: turn DND off with the DND switch in the Webphone. On a desk phone or in Microsoft Teams, dial * followed by the user’s internal number (for example *1003).

2. The ring time is too short

Each device on a User has its own Ring time. Ring groups and queues have a ring time per user too, but if the user’s own ring time is shorter, the user’s setting wins.

Fix: open the User on the PBX tab and increase Ring time under Device configuration. Check the Ring group or Queue as well. Click Save and Apply configuration.

3. No device is online, or the call was rejected

If someone presses reject, the call takes the No answer path. If all of the user’s devices are offline, the call takes the No answer path straight away, without waiting for the ring time.

Fix: see Device offline. Check Incoming calls is on for each device in the User settings.

4. Everyone in the queue is unavailable

A Queue sends callers down All users offline or on DND mode when every user is offline, switched out of the queue, or on Do Not Disturb. If that path goes to voicemail, callers get voicemail at once.

Fix: check users are online and their queue Membership is on.

5. The voicemail is in the wrong place in the call flow

Follow the call path on the PBX tab. Check that Voicemail is connected to a No answer path, not straight after the Inbound number or Time conditions path that runs during business hours. Check the time conditions’ Time zone.

6. A mobile’s own voicemail answers

If calls also go to a mobile (an External number device or a Call diversion), the mobile’s voicemail can pick up before your team answers.

Fix: turn on Need to accept a call after the answer on the external number (on a Call diversion: Need to accept a call after the answer). The person answering must press 1, so the mobile’s voicemail can’t take the call.

When to contact support

Create a support ticket with:

• the number called and the number you called from;
• the date and time of a test call (with your time zone);
• how long it rang before voicemail;
• which user, ring group or queue should have answered, and their device types.