Calls sent to voicemail immediately drop

When Sending Calls to Voicemail, the Call Immediately Drops

Sometimes you may experience an issue where you send a call to voicemail, or a call follows normal call routing rules to reach voicemail, and the call immediately drops. This can be caused by an issue with the sound file associated with the voicemail box, and can usually be resolved with the below steps.

Steps to resolution:

1. From the admin login go to Setup > Extensions: Manage

2. Log into the extension using the door icon

3. Go to Voicemail/Fax > Voicemail Options

4. Under Recordings, verify there is a recorded greeting, one that was created separately from the system default greeting

5. Press the blue Play button on the message (under Actions) and it should download the file to play on your workstation

6. If no message plays, delete the message by clicking the red x under actions.

7. Record a new greeting

8. If there was no problem with the greeting, click the Full Name tab, and Record the Full Name greeting.

• Go to Voicemail /Fax (Voicemail) > Voicemail Options > Recordings > click on Full Name tab (below Create Recording button)

• Next, click Create Recording button

• Recording Type:: Full Name

• You can Record Over Phone

• Enter your extension number

• Click Ring Extension button and the phone will ring, pick up and record the full name

• Hang-up and Save Recording

• Test the voicemail by leaving a message on the extension.

9. If the issue continues, follow the steps included in the How to run a packet capture article, attempt to leave a voicemail message and contact Technical Support to review.