Voicemail Not Working

Support Help
1

I have tried to remedy this on my own and checked similar issues…but I can’t figure out why my voicemail is not working.

agent_cbbe67c9748d8fef728c2837a7

2

Hey @JayeDon08

A few important things to check:

  • Voicemail detection only works on outbound calls — it has no effect on inbound calls, since there’s no voicemail to detect there.
  • Detection only runs for the first 3 minutes of the call.
  • If the agent isn’t hanging up despite “Hang up” being enabled, the call may be getting classified as an IVR instead of a voicemail — these are handled separately. Enable IVR Hangup in Call Settings to cover that case too.
  • Confirm Voicemail Detection is actually enabled in your agent’s Call Settings, and check the call’s disconnection reason — it should show voicemail_reached if detection worked (debug-call-disconnect).

Can you tell me: is this on an outbound call, and what disconnection reason/behavior are you seeing?

Best Regards.