Incoming calls going to voice mail.
Resolution
Listed below are the things you need to check or try in order to resolve and prevent this issue.
• Make sure Do Not Disturb (DND) is turned off or disabled.
Do Not Disturb (DND) is turned OFF or disabled in the following platforms:
https://login.cloudoffice.avaya.com/
Use google sign on
• Online Account - Click on your account name drop-down list and select Take all calls.
• Make sure the User Hours and Regional Settings are correctly set up.
• If you use Call Forwarding, make sure that a forwarding number is enabled.
• Check the User Greeting
• Listen to the User Greeting and make sure the voicemail greeting is saved under Messages.
• If the User Greeting is set to Custom, listen to it to check if it is your intended voicemail recording. Click the Play button to preview your current greeting.
PS: Always check under Users/ Screening, Greeting & Hold Music/ Users Hours if User Greeting is enabled. Sometimes users get confused setting this up thinking they are setting Voicemail Greeting, which is done under Message . If this is enabled, simply get it disabled or record the appropriate message for that.