# Calls go straight to voicemail

> Stop calls going to voicemail before anyone has a chance to answer.

- URL: https://kb.voipcloud.online/troubleshooting/calls-go-to-voicemail/
- Section: Troubleshooting
- Type: troubleshooting
- Applies to: All countries
- Last reviewed: 2026-11-09

## 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](https://kb.voipcloud.online/pbx/accept-make-divert/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](https://kb.voipcloud.online/pbx/mass-incoming-calls/ring-group/) or [Queue](https://kb.voipcloud.online/pbx/mass-incoming-calls/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](https://kb.voipcloud.online/troubleshooting/device-offline/). Check **Incoming calls** is on for each device in the User settings.

### 4. Everyone in the queue is unavailable

A [Queue](https://kb.voipcloud.online/pbx/mass-incoming-calls/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](https://kb.voipcloud.online/pbx/accept-make-divert/voicemail/) is connected to a **No answer** path, not straight after the [Inbound number](https://kb.voipcloud.online/pbx/receive-calls/inbound-number/) or [Time conditions](https://kb.voipcloud.online/pbx/conditions/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](https://kb.voipcloud.online/pbx/accept-make-divert/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](https://kb.voipcloud.online/support/support-tickets/) 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.