HELP FILE

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: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. The article below is meant for admins who use PBX Administration (classic) at https://my.jive.com/pbx. If you're an admin who uses GoTo Admin at https://admin.goto.com, please refer to: Why are my calls going straight to voicemail?

    Verify that DND is off.

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

      Device DND Location
      Desktop & Web App
      1. Select your profile picture on the right.
      2. Enable Do not disturb.
      Mobile App
      1. Tap Home Icon.
      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.

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

    Check your call filters.

    Watch Video Icon
    Before you begin: You must have admin or super admin permissions.
    1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
    2. Select Call Filters in the left navigation menu.
    3. Verify the incoming phone number that's going straight to voicemail is not routed to a voicemail.
    4. If you changed any call filters:
      1. Select checkmark icon.
      2. Test a call to see if your issue is resolved.

    Verify Find Me/Follow Me settings.

    1. 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.

    2. Select Settings Icon in the left navigation menu and then choose Settings.
    3. From Find me follow me, verify the ring steps are complete and correct. If they have been removed, calls will go straight to voicemail.
    4. 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.

    Before you begin: You must have admin or super admin permissions.
    1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
    2. Select Lines in the left navigation menu and then click the line that is going straight to voicemail.
    3. From Usage, verify that there is something under Devices and Call Flow.
    4. If Devices is empty, you will need to add that line to a device.
    5. If there is a device listed, verify that the device is online or that the user is logged in to GoTo with that line.
    6. If Call Flow is empty, you will need to add that line to a dial plan or route a phone number directly to that line.
    7. If there is a dial plan listed, click on the dial plan and verify all nodes are complete, correct, and connected.
    8. 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.

    About this task: 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.
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