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Introduction
Some users may experience calls bypassing their phone and going directly to voicemail. This guide provides steps to troubleshoot and resolve this issue.
Instructions
- Check the Do Not Disturb (DND) Settings
- DND settings can prevent incoming calls from ringing and route them directly to voicemail.
- To check DND settings on the app:
- Open the Cisco WebEx app.
- Select your Profile icon in the top left of the window.
- Under Availability, select "Available"
- To check DND settings on the physical phone:
- Tap the 4-dot menu icon located on the home page repeatedly until you see the DND option.
- If the button on the screen displays "DND," it indicates that the option is currently toggled off. If the button shows "Clr DND," press the corresponding button below it to clear the DND settings.
- Review Call Settings and Call Preferences
- Incorrect call routing preferences can also cause calls to go straight to voicemail. Follow these steps to review call settings:
- Open the Cisco WebEx app.
- In the bottom left, select Call Settings then "Open Call Preferences"
- From the new window, ensure that calls are not set to forward to a specific number.
- Restart the App
- In the Cisco WebEx app, select your Profile icon in the top left of the window.
- From the dropdown list, select Sign Out.
- From the same dropdown list, select Exit.
- Restart the app, log back in, and test the functionality.
- Escalate the Ticket
- If none of these solutions resolve the issue, escalate the ticket to USS - Escalations.
- USS - Escalations will work with the IS - Networks team for resolution.