When using the Hosted PBX's call forwarding feature, voicemail behaviour can sometimes be confusing. This article explains how voicemail works for forwarded calls, common issues you might encounter, and troubleshooting steps to resolve them.

Understanding Voicemail Behaviour for Forwarded Calls

When a call to your Hosted PBX number is forwarded to your cellphone, the voicemail system that handles the call depends on where the call is answered:

Forwarded Calls and Voicemail Handling: Once a call is forwarded to your cellphone, it is managed by your cellphone carrier. If the call is not answered, the cellphone carrier's voicemail system typically picks it up. UnitedCloud cannot detect whether the call was answered by you or by your cellphone's voicemail system. As a result, UnitedCloud cannot generate voicemail notifications or store a voicemail record for such calls.

Technical Behaviour: When the cellphone's voicemail picks up, it sends a signal (known as "200 OK") back to the Hosted PBX, indicating that the call has been answered. This completes the call on the cellphone's side. If the cellphone's voicemail does not send this signal properly, the call may return to the Hosted PBX or fail (e.g., result in a busy tone).

Common Issues with Forwarded Calls

Voicemail Notifications Not Received: Since the Hosted PBX cannot detect calls answered by your cellphone's voicemail, you will not receive voicemail notifications from Hosted PBX  for forwarded calls.

Calls Dropping or Returning to the Hosted PBX: If the cellphone carrier's voicemail does not properly signal that it has answered the call, the call may drop or return to the Hosted PBX. This can result in a busy tone or dead air.

Forwarded Calls Not Reaching Voicemail: If the cellphone's voicemail is not enabled or its ring timeout is not configured correctly, forwarded calls may not reach the voicemail system.

Troubleshooting Steps

To resolve issues with forwarded calls and voicemail:

1. Enable Voicemail on Your Cellphone: Ensure that your cellphone's voicemail is enabled and functioning correctly.
2. Adjust Voicemail Ring Timeout: Contact your cellphone carrier to adjust the voicemail ring timeout. Reducing the timeout ensures the voicemail system answers the call promptly and sends the proper signal to complete the call.
3. Test with a Different Cellphone or Carrier: If issues persist, test the forwarding behaviour with a different cellphone or carrier to identify whether the problem is specific to your current carrier.
4. Route Calls to the Hosted PBX Voicemail: If you prefer to receive voicemail notifications from the Hosted PBX, configure your call forwarding settings to route unanswered calls to a Hosted PBX voicemail box instead of forwarding them off-system.

Best Practices

• Regularly test your voicemail setup to ensure it is functioning as expected.
• Work closely with your cellphone carrier to address any voicemail signalling or timeout issues.
• Use the Hosted PBX voicemail for business-critical calls to ensure reliable notifications and records.

By understanding how voicemail works for forwarded calls and following these troubleshooting steps, you can ensure a seamless experience for your business communications.