If callers reach your voicemail without your phone ever ringing, something is sending them there on purpose. This is different from a call that rings a few times first - here, there is no ring at all. Check these four things in order.
1. Do Not Disturb is on
Do Not Disturb sends callers to voicemail instantly. Turn it off:
- Switch off the Do Not Disturb toggle in your softphone or app, or
- Dial
*79from your ReliaRing phone (*78turns it back on).
2. Your device is offline
If your phone or softphone is not connected, the system has nowhere to ring and hands the caller to voicemail right away.
- Go to Hardware → My Devices.
- Check whether your device shows Online or Offline.
- If it is offline, reload the softphone page or restart the app. For a desk phone, see My Desk Phone Shows Offline or Not Registered.
3. Call forwarding is set to voicemail
A forwarding rule can route calls to voicemail before your phone rings.
- Go to Settings → Call Forwarding.
- Look for an Always or Unavailable rule pointing at voicemail.
- Turn it off or change the destination.
4. The number does not ring your phone
If a phone number is routed to a voice menu or another destination, you will never get the ring.
- Go to Phone Numbers → Your Numbers and open the number.
- Confirm it routes to your extension and not to a menu, group, or voicemail box (admins only).
What "straight to voicemail" is not
If your phone does ring several times before voicemail picks up, that is normal - voicemail is meant to catch calls you cannot answer. If you want more (or fewer) rings before voicemail, that timing lives with your no-answer call handling; ask your administrator to adjust it.
Still stuck? Call your number from another phone, note the time, and contact support with the details from Before You Contact Support.