Welcome to the RingCentral Community

Make sure to review our Terms of Use and Community Guidelines.

Please note the community is currently under maintenance and is read-only.

Home » Users

Line goes straight to voicemail with Line Work Hours set to ring to multiple

Tags: call handling, call forwarding, call queues

Dec 12, 2023 at 8:48am • 3 replies • 0 likes

Brian Suarez

I have an active line for a department. I've set current settings for Work Hours as follows:

mon-fri 9-5

Welcome Greetings:

Tell caller they're being connected: enabled

Play music while connecting: enabled

Ring Settings:

call group enabled with 4 rings: enabled

Desktop and mobile apps: enabled

If no one answers:

set to: Send to voicemail

Testing a call to the line it gets through most of the being connected audio then cuts to the "leave a voicemail" message. I've removed the greetings, no effect, goes to voicemail. Set 1 number in the ring settings, no effect, goes to voicemail.

Call forwarding and custom greetings are not enabled.

Is this adjustable to make work or would it be better to convert this line to a Call Queue?

Thank you.

3 Answers

Brian Suarez answered on Dec 13, 2023 at 10:11am

I figured it out. I had the users in the Ring Settings listed with their direct numbers. I changed it to Desktop and Mobile Apps and confirmed with the user that all of their phones rang and she picked up before anyone else. :)

john-oliphant answered on Dec 13, 2023 at 7:29am

Is it really going to VM? :-) Call the number and listen all the way through that VM greeting and see what happens.
Check the welcome greeting. I have a lot of users record a VM greeting here and then contact me about all their calls going to VM. .

Brian Suarez on Dec 13, 2023 at 8:56am • 0 likes

Thank you for the reply. I double checked and no greeting is set for this line.

tak-it1 answered on Dec 12, 2023 at 4:29pm

Sounds like the seat is set to DND

Brian Suarez on Dec 13, 2023 at 7:18am • 0 likes

Thank you for the reply, DND is toggled off. It still goes to voicemail.

A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

PRODUCTS
RingEX
Message
Video
Phone

OPEN ECOSYSTEM
Developer Platform
APIs
Integrated Apps
App Gallery
Developer support
Games and rewards

RESOURCES
Resource center
Blog
Product Releases
Accessibility

QUICK LINKS
App Download
RingCentral App login
Admin Portal Login
Contact Sales