question

department123 avatar image
department123 asked donna-smith commented

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.
topic-default
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

13 Answers

·
teresa1 avatar image
teresa1 answered saadetswift16514 commented

Thanks April.  I saw that on your info above and checked to make sure it was correct and it is :)
Saadet   I changed sequentially to simultaneously, which didn't change anything.  However, the phone listed as 2 is actually my fax line, so I had it at 1 ring to avoid hearing the fax screech.  Changing it to 4 rings did work!  Thank you so much!
1 comment
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

saadetswift16514 avatar image saadetswift16514 commented ·
Good! Sometimes it's a simple matter of adjusting the amount of ring times :)
0 Likes 0 ·
Jason avatar image
Jason answered donna-smith commented
We are experiencing similar issue:

1 Softphone user AND 1 desktop user (two different extensions total).

Direct calls on their individual direct extensions go straight to voicemail.

Queue calls on softphone cannot be answered: 1 ring and no ability to press "1" to pick up.

User 1 Softphone:

Calls to his direct line go straight to voicemail.

Queue calls ring once and disappear from his phone.

See images for "251" here:


 

(NOTE: these settings were originally set up by RingCentral Engineer in the US due to difficulty making our phones work).


The other extension using the RingCentral Polycom deskphone is as follows:

Calls to Direct phone number go straight to voicemail, nothing rings; no desk phone, no app.

Queue Calls ring to app, and sometimes desk phone.

Images for 291 are here:



Call log for tests on both are here:






NOTE: This is happening with calls from customers and was reported on 05/23/2019.  test calls are from 05/24/2019 with the same EXACT call handling problems as customers are having. This was originally reported during initial company setup in February, temporarily fixed by US Based engineer.  Then setting Automatically reset themselves to "Sequential" ringing in the Queue and all extensions.  We reset them to Simultaneous and problems began again.

We have noticed this pattern quite a bit and wonder if it is related to RingCentral Engineering software updates....we have some minor customization, but a very specific ring group need that required US Based support.  Is it possible that RingCentral software updates are messing up our settings?

I am posting here in the community because RingCentral Engineering CANNOT resolve the problem permanently.  It is always a temporary fix that resets itself somehow.

Please help, as this is an ongoing and frustrating problem.






5 comments
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

saadetswift16514 avatar image saadetswift16514 commented ·
Hey MLS-DTS, are you still having issues? 
0 Likes 0 ·
donna-smith avatar image donna-smith commented ·
I am!

Phones worked perfectly for 2 years then suddenly, every call goes straight to VM.

We need our phones to work!
0 Likes 0 ·
mary-rose avatar image mary-rose commented ·
Hi Donna,

Has this been fixed?
0 Likes 0 ·
ruth-freeman avatar image ruth-freeman commented ·

I have this same issue!
0 Likes 0 ·
donna-smith avatar image donna-smith commented ·
Yes,Mine is working fine now.
0 Likes 0 ·
jared16517 avatar image
jared16517 answered
Hi Lorraine,

Were you able to resolve your issue? If not, please let me know and I will do what I can to help. 
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.