Unable to reach External Voicemail Box

Phone Systems / Guides
Often times those with a VoIP Phone set up wish to forward their calls to and external line such as a cell phone, landline, &c. If you are having problems accessing your external line's Voicemail, and you have access to your Siteserver VoIP portal, use the following steps.

Editing your External Line

  • Login to your account on Siteserver's VoIP Portal
    • (If you do not have this information, please contact support@siteserver.com.)
  • Hover over the Hosted PBX tab
  • A dropdown menu wil appear
    • Go to Advanced -> Devices
  • Select the External Line that you wish to use
  • Click on the Options tab
  • Uncheck the box for Require Key Press (doing this makes it so that you do not have to press any keys to access the external line/voicemail box).
  • Be sure to click on the Save changes button, otherwise your changes will revert back to their original settings

Editing your Callflow

If the previous method did not work, you may have a mailbox set up in your Callflow that bounces your call back to your VoIP Phone's Voicemail Box.

To make the necessary changes:
  • Login to your account on Siteserver's VoIP Portal
    • (If you do not have this information, please contact support@siteserver.com.)
  • Hover over the Hosted PBX tab
  • A dropdown menu wil appear
    • Go to Callflow
  • On the left hand side, Click on the Callflow you wish to edit
  • You will see a menu tree, or callflow, of how the lines, menus and options for your account are organized
  • Look for the VoIP Device you are having problems with
    • You will most likely see a Voicemail Box beneath this device.
  • Press the X in the top right corner of the Voicemail Box to delete it (this will remove the option of "bouncing" the call from your external line to your VoIP Phone).

Add Feedback