Lync Troubleshooting: Simultaneously Ring – Incoming calls going direct to voice-mail or Team Members/Delegates don’t get enough time to receive Incoming calls.

Symptoms:

• For all incoming calls, users don’t get enough time to receive a call and calls goes to voice-mail

• Simultaneously ring for My Team-call group or My Delegate is setup but teams members don’t get enough time to receive that call and calls goes to voice-mail.

• User don’t see incoming call notification “popup"

Cause:

• Incorrect setup of simultaneously setting such as incorrect calls will go to voice-mail timing
•  If users have defined a time for incoming calls go to voice-mail in 10 seconds as shown below:

In this case users will get only 0 second and 5 seconds delay in “Ring my delegate after this many seconds” or “Ring you Team call group after this many seconds”.

Clearly, this time is too short for user, team members or delegates to receive an incoming call. 

Resolution

In Lync call forwarding setting, change “Unanswered calls will go to: Voicemail” time from 10 seconds to 35 seconds. After that, go into Edit my delegate members or Team-call group members option, you will be able to see delay value from 0 to 30 seconds

 

Now user as well as team members will get enough time to attend any incoming call. If users failed to receive that call within 35 seconds, call will go to user’s voice-mail.