How do I get my desk phone to ring and not forward someone to voicemail when they call?

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department123 asked Jul 3, '18 donna-smith commented Jun 8, '20

How do I get my desk phone to ring and not forward someone to voicemail when they call?

All of the calls that are made to our number are being forwarded to our voicemail, and not even showing up on our screen as missed calls, and will not let me listen to the voicemail on the actual phone. I called in yesterday and the guy said he fixed it for me, and I was getting a few calls after he "fixed" it, but I don't want to call in every day to be able to answer my phone when someone calls and get it to ring. We have only had this phone a week, still waiting on our second phone to come in since one was not working when it first arrived, and should not have these issues right away with a new phone service.

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Answer 1 · 2018-07-03T15:21:47Z

cglassy3135 answered Jul 3, '18

USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets

2018-07-03 Did you login to the web portal and check your own User Greeting settings to verify you have no mis-configured your settings?

This is the most common helpdesk ticket we receive other than password reset requests.

User reports everything going straight to voicemail

This is often a mistaken setting, chosen by the user. Here is how to set these settings properly. The User Greeting is not the Outgoing Voicemail Message a caller would hear upon reaching your voicemail. Many folks see that label and think that is where to setup voicemail. It does not route the call to voicemail, it simply makes an announcement before the call is connected. RingCentral Turn Off User Greeting

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Answer 2 · 2018-07-03T15:28:17Z

cglassy3135 answered Jul 3, '18 saadetswift16514 commented Dec 21, '19

Another place to review that your settings are set to ring through is in CALL HANDLING section of the web portal. Make sure the line is set to at least 4 rings / 20 seconds

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saadetswift16514 commented · Aug 29, 2018 at 05:10 PM

Ah! Yep, sometimes those two get confused. I'm glad everything's working properly now :)

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april-potter11460 commented · Aug 22, 2018 at 09:53 PM

Hello! This problem has been happening to me the last couple weeks. My phone will ring for a split second on both/either my mobile or my desktop then it stops. The caller tells me it goes right to voicemail, when I call them back. I have my call handling set to 6 rings/30 seconds. Help please! Thanks!

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saadetswift16514 commented · Aug 24, 2018 at 02:08 PM

Hey April,

Have you checked your Detailed Call Log for when a call like this happens? Can you give me a Call Sample? I'd be more than happy to take a look, you can email it to me at community.support@ringcentral.com

I noticed that you had Sequential listed under your settings. Have you tried updating your settings in Call Handling & Forwarding to be Simultaneous as opposed to Sequential? I wonder if that has something to do with it.

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april-potter11460 commented · Aug 29, 2018 at 05:03 PM

Thanks Saadet! We fixed the problem, as my "user greeting" box was checked as opposed to vm greeting.

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Answer 3 · 2018-07-03T15:33:15Z

department123 answered Jul 3, '18

Thank you, but both were unselected and we have it set for 4 rings already.

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Answer 4 · 2018-07-03T15:37:53Z

cglassy3135 answered Jul 3, '18

If you are on Polycom phones, the most recent version of firmware added Call Fwd button to the touchscreen - can you check your settings there on your desk phone?

You are welcome to join our unofficial RingCentral Admin User Group here http://ringcentraladminusersgroup.org/

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Answer 5 · 2018-07-03T15:40:05Z

department123 answered Jul 3, '18

We have the Cisco phones, but I have tried to make sure the DND is turned off (tried calling on each setting) and cannot find anything that allows the phone to ring when someone calls. I do get their voicemails, but I can't even listen from the phone, I have to listen through the app or the website.

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Answer 6 · 2018-07-12T20:31:53Z

saadetswift16514 answered Jul 12, '18

Hey DEPARTMENT,

Did you still need help?

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Answer 7 · 2018-07-17T15:40:14Z

lorraine-mandel answered Jul 17, '18

same issue, using Yealink phones...calls go straight to vm, settings mentioned above mirrored & no dice

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Answer 8 · 2018-07-17T15:41:18Z

lorraine-mandel answered Jul 17, '18 saadetswift16514 commented Nov 18, '19

made suggested changes & it did not solve the issue

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saadetswift16514 commented · Jul 18, 2018 at 02:15 PM

Hey Lorraine, have you looked at the Call Log to see what the results say on these calls?

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Answer 9 · 2018-10-11T14:10:25Z

teresa1 answered Oct 11, '18 april-potter11460 commented Nov 18, '19

I have been having this same issue for some time. I've checked everything here and am still experiencing the same problem. The only change I made was changing Incoming Calls Forward in this Order from Sequentially to Simultaneously and that didn't do anything. Thank you

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april-potter11460 commented · Oct 12, 2018 at 05:47 PM

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saadetswift16514 commented · Oct 12, 2018 at 02:47 PM

Hey Teresa, can you provide more details regarding what's going on?

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teresa1 commented · Oct 12, 2018 at 05:12 PM

I'm having the same problem that April listed above. My phone will ring for a split second on my desktop Linksys phone then it stops. The caller tells me it goes right to voicemail, when I call them back. I had changed my call handling set to 6 rings/30 seconds, but changed it back to 4 rings yesterday. Help please! Thanks!

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saadetswift16514 commented · Oct 12, 2018 at 05:24 PM

Hi Teresa, I would suggest changing your Call Handling & Forwarding to Simultaneous and set your Deskphone to the same amount of rings as your Desktop/Mobile app. See how that works and report back!

Right now you have it set to Sequential and the desktop/mobile app is set to 4 rings and your deskphone is only set to 1 ring. So right now your desktop/mobile app is ringing first and then it rings your deskphone for only 1 ring.

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Answer 10 · 2018-10-12T17:47:26Z

april-potter11460 answered Oct 12, '18

Maybe this too: I had my vm greeting here in error, so if people didnt hang up it would ring to my phone. It is supposed to be the please hold while I ring your party message in the connecting message place. So I had to upload the actual vm greeting to the correct place under messages & notifications.

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