If you have a Ring Group that is sending calls to voicemail instead of advancing to the next user in the sequential ring pattern, try the following troubleshooting steps:

  1. Log into office.ooma.com as an administrator and navigate to Extensions under the Settings page.
  2. Check the ring duration for each setting by following these instructions:
    • Locate the affected Ring Group and click the corresponding line.
    • Navigate to the Advanced tab in the settings window and note the value for Ring duration on each extension.
  3. Find the voicemail pick up time for the user whose extension is rolling to voicemail instead of advancing the call to the Ring Group’s next line by following these instructions:
    • Locate the affected user and click the corresponding line.
    • Navigate to the Voicemail tab in the settings window and check the value for Voicemail pick up time.
  4. Compare the two values and make sure that the voicemail pick up time is greater than the ring duration on each extension. You can accomplish this by either lengthening the voicemail pick up time, or by shortening the ring duration on each extension.