Overview

If callers are having trouble leaving messages or voicemails are not routing correctly, it is often due to misconfigurations with your phone provider or incorrect software settings. This guide outlines common voicemail issues and how to resolve them to ensure uninterrupted communication for your office or property.

Troubleshooting

Callers Unable to Leave a Message

• Problem: Callers are directed to your voicemail but cannot leave a message.
• Cause: No-answer forwarding is not configured correctly with your phone provider.
• Resolution: Contact your phone provider to ensure that no-answer forwarding is set up to forward calls to the number provided in your account settings.

Emergency Call Forwarding Errors

• Problem: Residents receive an "invalid code" message when attempting to leave a voicemail after selecting the emergency option in Call Complete.
• Cause: Call forwarding configurations have changed, or the on-call schedule lacks coverage.
• Resolution: 
  1. Contact your phone provider to verify if there have been any changes or disconnects related to your call forwarding setup. 
  2. If you use third-party software to direct calls to Call Complete, contact that provider to check for routing issues. 
  3. Verify your on-call schedule is configured with 24/7 coverage and includes backup contacts to prevent routing failures.

"Voicemail is Full" Error

• Problem: Callers hear a "Voicemail is full" message, even when the voicemail inbox is not full.
• Cause: The 'No Answer Forwarding' setting is inactive or misconfigured.
• Resolution: Contact your phone provider and request they activate 'No Answer Forwarding' to your property's Call Complete phone number. Ask them to set the forwarding delay to 3-4 rings so callers have enough time to leave a message.

Incorrect Voicemail Routing

• Problem: Voicemails are not routing correctly into the Call Complete system.
• Cause: The call forwarding number is set up incorrectly.
• Resolution: Verify that the call forwarding number exactly matches the correct number associated with your property.

Incorrect Property Name in Greeting

• Problem: The voicemail greeting mentions the wrong property name.
• Cause: Incorrect greeting settings or forwarding destination with the phone provider.
• Resolution: Contact our Support Team and request an update to the voicemail greeting to reflect the correct property name and/or verbiage.

General Voicemail Issues

• Problem: You are experiencing other voicemail-related issues not covered above.
• Cause: Temporary system glitches or outdated configurations.
• Resolution: 
  1. Restart your phone system to clear any temporary glitches. 
  2. Check for any updates from your phone system provider that might address known issues. 
  3. Review your voicemail settings through your provider's online portal or dashboard to ensure proper configuration. 
  4. If problems persist, contact our Support Team for further assistance.