If your phone rings straight to voicemail without sounding an alert or showing an incoming call screen on your device, this usually indicates that the device or app has been set to block or forward incoming calls before you receive notification alerts.
Notes and requirements
These steps apply to individual Team Member devices. If multiple users, a Ring Group, or a Welcome Menu are experiencing immediate voicemail routing, your Sync Admin should check the company's call routing and schedules in the Sync Settings portal.
Check your Do Not Disturb (DND) and Silent Mode settings
When DND or Silent Mode is active, incoming calls are suppressed on that device or routed immediately to your configured destination (usually voicemail).
- Desk phone: Check your physical desk phone screen for a DND icon (usually a red circle with a white line or a stop sign). If present, press the DND soft key beneath the display to disable it.
- Sync web or desktop app (image below): Click the Bell icon in the top navigation header. Verify that Silent Mode is toggled off and that Mute Calls is unchecked. Additionally, click your Profile icon and ensure your presence status is set to Available.
- Sync mobile app: Confirm that your mobile device's system-level Do Not Disturb or Focus mode is not suppressing incoming notifications and push alerts from the Sync app.
Check your Call Forwarding rules
If personal call forwarding is enabled, incoming calls will route directly to the forwarded destination or voicemail without alerting your registered devices.
- Log in to the Sync web or desktop app.
- Click your Profile icon in the top-right corner and select your name under Profile Settings.
- Select the Call Forwarding subtab.
- Check whether Personal 24/7 Call Forwarding or an active Custom Call Forwarding Schedule is toggled on. Toggle it off or adjust the forwarded destination if necessary.
Check device registration
If your desk phone has lost connection or the Sync app has logged out or lost network access, the platform cannot reach your device, and calls will route to voicemail.
For desk phones
Ensure the phone has power and an active network connection (check for a "No Service" or "Network Unavailable" message on the screen). Reboot the desk phone by unplugging the Ethernet (PoE) or power cable, waiting 10 seconds, and plugging it back in.
For Sync apps
Open the Sync application and confirm you are actively logged in with a stable Wi-Fi or cellular network connection. In your browser or operating system settings, confirm that desktop notifications are allowed so incoming call banners and ring chimes can play.
