This article explains why business voicemail might be left on a mobile phone instead of the office phone system.
When Simultaneous Ring is activated, all phones in the list ring at the same time. A call will be established to the first device than answers the call. Your mobile phone voicemail will answer the call if your office voicemail does not answer in time.
You can ensure that your office voicemail answers first by lowering the number of rings on the Number of rings before playing greeting feature. Login to My Phone, select My Messages, then select Settings:
Lower the Number of rings before playing greeting to a desired value, and click Save.
Also, most mobile phone voicemail platforms will answer the call immediately if the mobile phone is powered off or not connect to the mobile network. If this situation occurs, activating your mobile phone or disabling the Simultaneous Ring feature will resolve the problem.
Voicemail messages will be answered by the mobile phone's voicemail system when either one of these settings are enabled:
- Phone to ring option is set to Both, and the voicemail system of the mobile phone is set to pick up before the cloud business phone system
- Phone to ring option is set to Mobile
To ensure that the office voicemail answers the call, enable Require Answer Confirmation which will force a button press to answer a call. Login to My Phone, select My Features, then select Mobile App:
Select Require Answer Confirmation, and click Save.