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Fix 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.

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

  1. 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 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

  1. Sign in to GoTo Admin.
  2. From Phone system > Call filters, verify the incoming number that's going straight to voicemail is not routed to a voicemail.
  3. If you change any call filters:
    1. Select Save.
    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 (gear) 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

  1. Sign in to GoTo Admin.
  2. From Phone system > Direct extensions, choose the extension that's going straight to voicemail.
  3. 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.
  4. 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.
  5. If there is a dial plan listed, click on the dial plan and verify all nodes are complete, correct, and connected.
  6. 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.
  1. Sign in to GoTo Admin.
  2. From Phone system (phone in a cloud) icon 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.
  3. Select Settings > Voicemail > Outgoing message options.
  4. 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

  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

Before you begin: You must have an admin or super admin role to perform this task.
  1. Sign in to PBX Administration (classic).
  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 (gear) 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 an admin or super admin role to perform this task.
  1. Sign in to PBX Administration (classic).
  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

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

  1. Sign in to PBX Administration (classic).
  2. Select Lines in the left navigation menu and then choose the line that has calls going directly to voicemail.
  3. Select Voicemail > Outgoing message options.
  4. Verify that a Temporary message has NOT been selected.
Related Articles:
  • Transfer a call directly to voicemail
  • Fix my desk phone
  • Fix inbound call issues
  • Internet requirements
Article last updated: 7 February, 2024
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