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What to do when incoming calls go directly to voicemail

Objective

Identify why incoming calls bypass your phone and reach voicemail immediately.

Steps

  1. Confirm that the phone or ConnectUC device is powered on, signed in, and registered.
  2. Turn off Do Not Disturb.
  3. Check whether Always Forward or Disable Calls is active.
  4. Call the extension directly and note which devices ring.
  5. Ask another user to test whether the problem affects one extension or the whole office.
  6. Sign out and back into ConnectUC, or restart only the affected desk phone.

Answering rules, simultaneous ring, call forwarding, and administrator configuration can also send calls directly to voicemail.

Contact Automated Telecom Support

Contact 760.837.7000 or support@automatedtelecom.com.

Include the extension, test-call time, calling number, devices assigned to the extension, and whether direct extension calls behave differently.

Verification

Call the extension and confirm that the intended device rings before voicemail answers.

Expected result: Incoming calls ring normally and reach voicemail only after the configured no-answer period.

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