If your calls are not routing to voicemail as expected, there may be specific settings or configurations that need to be adjusted. This guide provides step-by-step instructions to resolve voicemail issues for local presence numbers and direct lines.
Common scenarios and their causes
Unanswered calls failing to route to voicemail can occur in the following situations:
Local presence numbers
Voicemail may not be enabled in the ring group settings for the local number.
The maximum hold time may not be configured, preventing voicemail activation after a call rings out.
Direct lines
The user's account may not be created or active in Talk.
The user might not be set to an 'Available' status in the system.
Calls made outside their configured working hours may also route directly to voicemail.
Step-by-step resolutions
For local presence numbers
Navigate to the Ring Group Settings in your account.
Locate the toggle to enable voicemail and ensure it is switched on.
Adjust the Maximum Hold Time under Queue > Maximum hold time to allow voicemail after ringing out.
Save the settings.
For direct lines
Verify that the user account associated with the direct line has been created.
Confirm that the user’s status is set to “Available” in Talk.
Review the user’s working hours under Lines > Greet and record > Check operating hours.
Adjust any misaligned settings as necessary.
Testing and verification
After making the adjustments, place test calls to verify that calls are now properly routing to voicemail when unanswered.
Check the voicemail functionality by leaving a message and confirming that it is received.
If the issue persists, consider reviewing additional call flow rules or contacting support for further assistance.