Forward an Incoming Call to Voicemail

When you can’t take a call, you don’t have to let it ring out. The Cloud Voice App lets you route a ringing call directly to your voicemail from the incoming-call pop-up, so the caller can leave a message right away instead of being cut off.

What this does

Sending a call to voicemail is different from declining or hanging up. The caller is handed to your voicemail box and hears your greeting, so they can leave a recorded message. Your extension (your personal line in the phone system) stops ringing at the same time.

Before you begin

• Your system must be running firmware version 84.20.0.128 or later.
• The Cloud Voice App must be turned on for your extension. You enable it under the Ring Strategy settings.

Both requirements must be met

If the firmware is older than 84.20.0.128, or the Cloud Voice App is not enabled in your Ring Strategy, the incoming-call pop-up will not offer the voicemail option and this procedure will not work. Confirm both before troubleshooting anything else.

Send the call to voicemail

How you reach the pop-up depends on whether the Cloud Voice App is already open in front of you.

When the app is open

When a call comes in and you’re already viewing the Cloud Voice App, the incoming-call pop-up appears. Click the voicemail icon on the pop-up to divert the call.

Finding the icon

The voicemail icon sits among the action buttons on the incoming-call pop-up (alongside answer and decline). Clicking it forwards the call immediately, so there is no confirmation prompt.

When the app is in the background

If a call arrives while the Cloud Voice App is minimized or open in another tab, your browser shows a push notification instead.

Skip the extra step

Keeping the Cloud Voice App open in a visible tab means the incoming-call pop-up appears right away, so you can send the call to voicemail without waiting for or clicking a browser notification.

1. Click the notification.

   No notification appearing?

   Push notifications only show up if your web browser is allowed to display notifications for the Cloud Voice App. If nothing pops up, check your browser’s notification permissions for the site.

   

   This brings you back to the Cloud Voice App and the incoming-call pop-up.

2. Click the voicemail icon on the pop-up.

   

Result

The call stops ringing and goes to your voicemail, where the caller can record a message.