Forward an Incoming Call to Voicemail

When a call comes in that you cannot take right now, you can send it straight to your voicemail box instead of letting it keep ringing. The Cloud Voice App puts this control right on the incoming call pop-up, so the caller reaches your greeting immediately and can leave a message.

Before you start

Confirm that all of the following are true, or the voicemail button may not appear:

• Desktop app version: The Cloud Voice App (desktop) is running version 1.16.4 or later.
• Phone system firmware: Your phone system is on firmware 84.20.0.128 or later. Firmware is the software that runs on the phone system server; an administrator can check or upgrade it for you.
• The app is a ring destination: The Cloud Voice App is included in your Ring Strategy, so incoming calls actually reach the desktop.

Caution

Ring Strategy is the setting that decides which of your devices ring when a call arrives. If the Cloud Voice App is not enabled as one of those destinations, the incoming call pop-up never appears on your desktop, so the voicemail button will not be there to click. Check the Ring Strategy first if you do not see the pop-up.

Send the call to voicemail

1. Wait for a call to reach your extension. When one arrives, the incoming call pop-up appears on your screen.
2. On that pop-up, click the voicemail button.

Note

The voicemail button is the small voicemail icon shown above, sitting alongside the other call controls on the pop-up. Look for the icon rather than a labelled “Voicemail” text button.

Tip

Sending a call to voicemail is not the same as ignoring it. Clicking the button hands the caller off right away, so they hear your greeting and can leave a message without waiting through the full ring cycle.

Result

The call stops ringing and the caller is routed to your voicemail box, where they can leave a message for you.