Calls do not go to voicemail.

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eneuro asked Dec 17, '14 mike commented Jan 22, '15

Calls do not go to voicemail.

This reply was created from a merged topic originally titled calls do not go to voicemail, intermittent issue.

Hello,

     We have about 10 users in our business, some in the office, and some at remote locations. For the past month or so, callers are complaining that they do not reach the voicemail for the extensions. But are instead sent back to the main office greeting. I'll be more specific below.

1. customer calls and hears the main office greeting

2. customer dials the extension he/she wants.

3. customer is transferred to the extension, (not sure if they hear the hold music or not, nor how long they wait until being transferred to the main greeting)

4. the customer is back at the main office greeting, unable to leave a voicemail...

     The crazy thing is that this occurs intermittently and not always.  Other times customers are able to reach the voicemail for the extension and leave a message. This occurs to several extension, not just one or two extensions.

RingCentral says everything is okay...

Has anyone else experienced this problem or know the cause of it? I believe this has to do with RingCentral and not on my end. Since voicemail function is handled at RingCentral end... But I'm not sure.

Thank you in advance for you help!   Note: This conversation was created from a reply on: How do I eliminate the system reading me the Date, Time and Phone number at the b....

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Answer 1 · 2015-01-20T18:23:19Z

mike answered Jan 20, '15

Sorry I see this post is a month old. Are you still needing help with this?

Mike

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Answer 2 · 2015-01-20T19:13:12Z

Robby Cunningham answered Jan 20, '15

I am having a very similar issue. Is there a known cause?

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Answer 3 · 2015-01-20T20:38:16Z

eneuro answered Jan 20, '15

Hello Mike,

Yes actually, I believe this problem is still on going, albeit intermittently. I say, "I believe", because I don't work at the office. I'm the IT technician and they asked for my help since they couldn't get RingCentral to help out. In fact, about a week ago the office manager e-mailed me a voice message from a client. The message gets cut off abruptly as the client is leaving the message, different scenario but maybe another problem with the voicemail.

I've been busy myself and didn't get a chance to really look into it. If there's anyway you can assist we will be grateful, Mike.

Thank you in advance.

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Answer 4 · 2015-01-22T15:27:31Z

mike answered Jan 22, '15 mike commented Nov 27, '17

Robby and eneuro,

We'll be happy to look into this further if you wish, but we'll need to have some specific details. If you would like to Open a Case and include details such as dates & times the event occurred, the extension that was dialed etc, then we can look at all the settings. However if the caller was simply cut off, it's not likely to be the voice mail, rather some sort of network issue.

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colleen-peltomaa commented · Feb 25, 2015 at 01:35 AM

I have a SKYPE phone number (New Haven, CT #) and I configured it as "Home" and I am not receiving incoming calls from my call center. This skype number is available to call those who do not have skype and to receive calls from those who do not have skype. Please advise, thank you.

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mike commented · Feb 25, 2015 at 03:55 PM

Hi Colleen, Can you further explain your configuration? Did you port this number to RingCentral, or is it in your Skype account? I'm trying to make the connection with RingCentral if you can clarify please.

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colleen-peltomaa commented · Feb 25, 2015 at 04:57 PM

Hello, Mike, thank you for getting back with me. I don't understand your question, so I will explain further. I am a call center rep for a company that uses your service and they sent me an email to get an account with you which I did and there is an 888# assigned to me with an extension (for those who wish to call me direct) and I am trying to set it up so inbound calls coming through the call center ring to my skype phone number. Is that how it works? How, then do I configure skype?

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mike commented · Feb 25, 2015 at 05:17 PM

Hi Colleen, If you have a RingCentral account, then all you need to do is download our Softphone (RingCentral for Desktop) app and you can answer calls directly with our app instead of forwarding to a Skype number. It is possible to forward your calls to another number, but is there a reason you wish to forward them to a Skype number?

Mike

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colleen-peltomaa commented · Feb 25, 2015 at 05:44 PM

Hello, Mike, in the company's tutorial I was instructed not to download the app and that is why I wish to forward them to a skype number. The issue may be that the company did not put me into the queue as I thought and I sent an email to the company. I have the option now to either ACCEPT call or REJECT calls, so I may not even be in the queue yet. And that may resolve the whole question.

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