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Calls Are Going Directly to Voicemail Without Ringing My Phone

 

8x8 Support Knowledge Base

Calls Are Going Directly to Voicemail Without Ringing My Phone

Symptom

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

Applies To

Virtual Office Desktop, Virtual Office Mobile, Account Manager, VO Configuration Manager, 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.

Virtual Office Desktop

  1. Ensure that Do Not Disturb (DND) is not set in the Virtual Office Desktop app. This can be problematic even if the app is closed but DND was never turned off. (Click here for more.)
  2. Check to see that you have the latest version of Virtual Office Desktop by going to Virtual Office > Check for Updates within the app.
    VOD Check for Updates-283x196.png
  3. Check for call forwarding rule conflicts or automatic forwarding to voicemail by going to Virtual Office > Settings > Account Settings > Call Forwarding within the app. (Click here for more.)
  4. Remove or change any conflicting call forwarding rules or automatic call forwarding.
  5. Save any changes.

Virtual Office Mobile

  1. Ensure that Do Not Disturb (DND) is not set in the Virtual Office Mobile app.  
  2. Check to see that you have the latest version of Virtual Office 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: 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.

(Click here for more.)

Virtual Office Configuration Manager

Note: This can only be performed by your 8x8 account administrator. 
  1. Log in to VO Configuration Manager.
  2. Go to Users.
  3. Click More Options to the right of your User Profile.
  4. Select Edit in the pop-up menu.
    CM - Edit User Profile.jpg
  5. Click Advanced Settings.
  6. Go to Call Forwarding and remove or change any conflicting call forwarding settings.
  7. Click Save at the bottom of your screen.

(Click here for more.)

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 Virtual Office Desktop application, or the Virtual Office Mobile app.
  • Call forwarding issues (conflicting call forwarding rules, automatic forwarding to voicemail set) within Account Manager, Virtual Office, or on the phone.
  • You may have an older version of Virtual Office Desktop or Mobile.
  • Internet outage issues (local or network).

 

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