GoHighLevel calls going to voicemail, or forwarding not working
Short answer
GoHighLevel routes a call through any IVR or workflow, then Voice AI, then the contact's or number's owner, then the assigned and extra team members, then the forwarding number, then voicemail after the timeout. Calls go to voicemail when the timeout is too short or so long that a cell phone's own voicemail answers, owner routing sends the call to someone else, a user hasn't chosen a device to ring, or Call Connect's press-to-accept is missed.
How to fix it
- Check where calls go. Settings > Phone System > Phone Numbers > Edit Configuration > Forward Calls To: a team member, an outside number, your business number or Voice AI.
- Set the timeout. About 20 seconds. The default is 60, long enough for a cell phone's voicemail to answer first.
- Check owner routing. Advanced > Prefer Forwarding Calls To (the contact's owner or the number's owner) can override the general forwarding.
- Ring more people. Ring More Team Members rings up to six users; the first to answer gets the call.
- Test without Call Connect. Call Connect makes the person answering confirm the call. Turn it off to test whether that's where calls are lost.
- Check each user's devices. Settings > My Staff > the user > Edit > Call & Voicemail Settings > Forward Calls to: tick web app, mobile app, phone or desk phone, and save.
- Check the mobile app. The user needs a number assigned, device permissions, background running and notifications on, and battery optimization off on Android.
- Check the caller's DND. DND for calls on a contact stops their calls being forwarded.
Common questions
- Why does my cell's voicemail answer instead of HighLevel's?
- The timeout is longer than your cell rings before its voicemail picks up. Shorten it to about 20 seconds.
- Calls ring the wrong person. Why?
- Owner routing sends calls to the contact's or number's owner first.
Rather we set it up?
We set this up for you as part of a done-for-you package, quoted on a free call.
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