Why are my calls going straight to voicemail?

If you are having trouble with calls going directly to voicemail rather than ringing your device, use these steps to perform initial troubleshooting before contacting Customer Support.

Important: We're in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

If you're an admin who signs in at https://admin.goto.com, these steps are for you.

Verify that DND is off

Follow the steps below to turn off DND on your specific device:
- Desktop & Web App:
  1. Select your profile picture on the right.
  2. Enable Do not disturb.
- Mobile App:
  1. Tap .
  2. Tap your name at the top of the screen.
  3. Enable Do not disturb.
- Desk Phone: See your phone guide to learn where to find DND on your phone.
If you made any changes, test a call to see if your issue is resolved.

Check your call filters

Sign in to GoTo Admin.
From Phone system > Call filters, verify the incoming number that's going straight to voicemail is not routed to a voicemail.
change any call filtersIf you :
1. Select Save.
2. Test a call to see if your issue is resolved.

Verify find me/follow me settings

Sign in to our softphone app.

Note: If you do not have a login for the Mobile or Desktop app, ask your admin to check your Find Me Follow Me Settings in the Admin Portal.
Select in the left navigation menu and then choose Settings.
From Find me follow me, verify the ring steps are complete and correct. If they have been removed, calls will go straight to voicemail.
If you add or change any ring steps:
1. Select Save.
2. Test a call to see if your issue is resolved.

Verify the line is in use

Sign in to GoTo Admin.
From Phone system > Direct extensions, choose the extension that's going straight to voicemail.
From Overview > Associated resources, verify that the extension is tied to the appropriate resource(s), including a device and/or user, and a dial plan or phone number.
If there is a device listed, verify that the device is online or that the user is logged in to our softphone app with that line.
If there is a dial plan listed, click on the dial plan and verify all nodes are complete, correct, and connected.
If you make any changes:
1. Select Save.
2. Test a call to see if your issue is resolved.

Verify the call was not intentionally sent to voicemail

This applies to internal calls only (such as a transfer or an extension to extension call).

Check with the caller to verify that they did not transfer the call directly to voicemail.

Verify a temporary voicemail message has not selected

Before you begin: You must have a super admin role to perform this task.

Sign in to GoTo Admin.
From Phone system, select Direct extensions (also known as a line), Ring groups, or Shared voicemail, and then select the specific extension that has calls going directly to voicemail.
Select Settings > Voicemail > Outgoing message options.
Verify that a Temporary message has NOT been selected.

PBX Administration (classic)

If you're an admin who signs in at https://my.jive.com/pbx, these steps are for you.

Verify that DND is off

Follow the steps below to turn off DND on your specific device:

Device	DND Location
Desktop & Web App	Select your profile picture on the right. Enable Do not disturb.
Mobile App	Tap . Tap your name at the top of the screen. Enable Do not disturb.
Desk Phone	See your phone guide to learn where to find DND on your phone.

If you made any changes, test a call to see if your issue is resolved.