Calls go straight to voicemail

When callers land in your voicemail without your phone ringing, something is telling the system you’re unavailable. Check these in order. The first two cause most cases.

1. Do Not Disturb is on

Do Not Disturb sends calls straight to voicemail.

1. In ConnectUC, click your user icon.
2. Turn off Do Not Disturb and Disable Calls.
3. Check your desk phone too. DND usually syncs between them, but a desk phone can turn it back on.

2. An answering rule is forwarding your calls

1. Open Preferences → Answering Rules.
2. Under Answering Rules, look for an active rule set to Do Not Disturb or Forward All Calls.
3. Check the rule’s time frame. A rule meant for after hours might be set for all day.
4. Turn the rule off with its toggle, or edit it with the pencil icon.

3. The ring time is too short

If Ring for is set to just a few seconds, calls reach voicemail before you can answer. In Preferences → Answering Rules, raise Ring for to something like 20 to 30 seconds, then click Save.

4. You’re already on a call

If Return Busy if on a call is turned on, new callers go to voicemail while you’re on a call. Turn it off in Preferences → Answering Rules if you want a second call to ring.

5. No device is ready to ring

If none of your devices is online, the system has nowhere to ring.

• Web: the ConnectUC tab must be open.
• Mobile: the app must be signed in, with notifications allowed, and Focus or Do Not Disturb off on your phone. See ConnectUC isn’t ringing.
• Desk phone: it must show your extension. See Desk phone not working.

6. It’s after hours

If calls come through your main number, your company’s business hours decide where they go. Outside those hours, calls may go straight to a voicemail box. If the hours are wrong, ask your admin to check your time frames.

7. You blocked the number

Calls from numbers on your blocked list won’t ring you. Check Preferences → Blocked Numbers, including the Block anonymous or unknown numbers checkbox.

Still going to voicemail?

Note the time of a missed call and the number that called, then contact support. We can trace the call and see exactly where it went.

Common questions

It only happens for calls to our main number.

That’s usually your auto attendant, ring group, or business hours setup, not your personal settings. Ask your admin, or see Auto attendants.

Coworkers’ calls ring, but outside calls don’t.

Outside calls may follow a different path, like the main number or a time-based rule. Contact support with an example call.

Related articles

• Do Not Disturb
• ConnectUC settings
• Answering rules
• ConnectUC isn’t ringing