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8x8 Support

Calls Are Going Directly to Voicemail Without Ringing

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Symptom

When you receive a call, the call goes directly to voicemail and does not ring your phone.

Applies To

  • Work for Desktop
  • Work for Mobile
  • Account Manager
  • 8x8 Admin Console
  • Desk phones

Resolution

Desk Phone

  1. Ensure that Do Not Disturb (DND) is not set on phone. (Consult manufacturer's documentation.)
  2. Check call forwarding settings on the phone. (Consult manufacturer's documentation.)
  3. Ensure that Internet access is available to the phone and the network.
  4. Ensure that the phone is plugged in and connected to the network properly.

Work for Desktop

  1. Ensure that Do Not Disturb (DND) is not set in the Work for Desktop app and toggle DND. This can be problematic even if the app is closed but DND was never turned off.
  2. Check to see that you have the latest version of Work for Desktop by going to 8x8 Work > Check for Updates within the app.
  3. Check for call forwarding rule conflicts or automatic forwarding to voicemail by going to Settings > Account Settings > Call Forwarding within the app.
  4. Remove or change any conflicting call forwarding rules or automatic call forwarding.
  5. Save any changes.

Work for Mobile

  1. Ensure that Do Not Disturb (DND) is not set in Work for Mobile  
  2. Check to see that you have the latest version of Work for Mobile (Android | iOS).
  3. Check for call forwarding rule conflicts or automatic forwarding to voicemail by going to More > Settings > Account Settings > Call Forwarding within the app menu.
  4. Change any conflicting call forwarding rules or automatic call forwarding settings.

Account Manager

Note-Icon.png Note: Account Manager can only be accessed by your 8x8 account administrator.
  1. Log in to Account Manager.
  2. Go to Phone System > View All Extensions > View.
  3. Locate the extension you want edit and click Edit.
  4. Scroll down to the Call Forwarding section and click + to expand the menu.
  5. Remove or change any conflicting call forwarding settings.
  6. Click Save Changes.

8x8 Admin Console

Note-Icon.png Note: This can only be performed by your 8x8 account administrator. 
  1. Log in to 8x8 Admin Console.
  2. Go to Users.
  3. Click Edit (pencil icon) to the right of your User Profile.
  4. Go to Call Forwarding Rules and remove or change any conflicting call forwarding settings.
  5. Click Save at the bottom of your screen.

Cause

This problem could be due to a number of possible causes.

  • One or more of the following are set to Do Not Disturb (DND): your desk phone, the Work for Desktop application, or the Work for Mobile app.
  • Call forwarding issues (conflicting call forwarding rules, automatic forwarding to voicemail set) within Account Manager, 8x8 Admin Console, 8x8 Work, or on the phone.
  • You may have an older version of Work for Desktop or {vom}}
  • Internet outage issues (local or network).