Why do calls go directly to my voicemail?

We commonly receive calls from users that are trying to figure out why calls to their extension go directly to voicemail. There are a few different things that can cause this behavior, so there a couple things to look into.

Is it just you?

First of all, is this only happening to you or is it a problem throughout your office? If it is everywhere, then the problem is probably network or system-related and will not addressed by this document. You may need to submit a ticket to NexLine/PureEdge Technical Support or contact your IT team for further assistance.

Phone Registration

First of all, is your phone registered with the PureEdge system? Can you make calls? If there is an X next to your extension number, then you aren't registered and may have a cabling problem at your phone's location. Try replacing your network patch cords or moving your phone to a different network jack that has a known working phone. You may need to get your IT department or cabling vendor involved to further assist.

Do Not Disturb

If the phone is registered and things worked until recently, then you may have your Extension or Phone in Do Not Disturb (DND) mode. Recent system-side enhancements to Do Not Disturb can make this handy feature a little more confusing to troubleshoot.

When your phone has DND enabled, the system will treat the phone as being Busy. With default programming, this will typically send calls immediately to your voicemail. It's a nice way to get some peace and quiet, but can obviously be a problem if it is turned on unintentionally.

DND can be set at the phone system through Teams UC, Mobile App or Account Manager. This setting will impact all devices registered to your Extension: deskphone, Teams UC and Mobile App. There will be no indication on the deskphone if DND is set in this manner.

Additionally, you can turn DND mode On or Off by simply pressing the DND softkey on both Yealink and Polycom phones. If DND is set in this manner, you will see some indication in the phone display. On Polycom phones, you will see a "Do Not Enter" symbol next to your extension number as well as "My Status: Do Not Disturb" showing in the top right of the display. Yealink phones will show either a Do Not Enter symbol or DND at the top of the display. However, this is a phone-level setting and is not synchronized with the phone system. If DND is set on the phone, then you need to go back to the phone itself to disable it.

Call Routing

 If all of the above checks out, then something may have changed in the Inbound Dialing Rules for your Extension in the TelNexa Portal. These settings can be found by:

• Log into the TelNexa Portal/Teams UC
• Navigate to Profile > Settings > Inbound Dialing Rules
  -or-
• Go to Account Manager
• Navigate to Services > Extensions > Standard
• Search for and click on the problem Extension number
• Scroll to Inbound Dialing Rules

In order for your phone to ring, the Try First setting should be set to either your Phone or a Group that includes your Phone. Watch for a future document that discusses the specific of the Inbound Dialing Rules.