Why are my incoming calls going directly to voicemail?

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Why are my incoming calls going directly to voicemail?

Your incoming calls may go to your voicemail even though you have AOL Call Alert. Listed below are the solutions to resolve the issue. After trying the first solution, check whether you are able to take calls from the Call Alert window. If you still can't, continue trying the suggested solutions until the problem is fixed.

Solutions


Clear cookies, cache, history and footprints

Whenever you visit websites, temporary internet files and cookies are stored on your computer to record your return visits. These temporary internet files and cookies can sometimes cause the issue you are experiencing. Your history list can be a similar concern. The longer the period of time you have specified for pages to be saved on your history list, the greater the disk space used on your computer. You can free disk space by clearing this list.

Note: Once you clear your cookies, cache, history and footprints, you may lose the following:

  • AOL Radio presets
  • Websites you have visited
  • Your shopping cart
  • Your customized pages

The instructions to clear your cookies, cache, history and footprints will differ depending on the browser you use. Please visit our help article Clear cookies, cache, history and footprints to learn how.


Ensure that AOL Call Alert is not set to display alerts for all calls

1. Sign on using the AOL software, and then go to AOL Keyword: AOL Call Alert or https://dashboard.voice.aol.com.

2. Click Settings.

3. Under Settings Main, click Call Alerts.

4. Under the Call Handling section, ensure that the box next to Send the call directly to voicemail is unchecked.


Ensure Take Message option is not selected

When you receive the Call Alert window, ensure that Take Message option is not selected. Click Answer to answer the call.

Notes:

  • Please wait for the phone to ring before you pick up the call to answer. This may take several seconds.
  • If you have multiple windows open on your computer, AOL Call Alert will not appear over any other window open on your computer. The AOL Call Alert pop-up will display how the call was handled, if it was defaulted.

Ensure that incoming calls are not being transferred to your home phone number

1. Sign on using the AOL Desktop Software, and then go to AOL Keyword: AOL Call Alert or https://dashboard.voice.aol.com.

2. Click Settings.

3. Under Settings Main, click Transfer Numbers.

4 . If your home phone number is entered here, next to Name or Short Description, click Delete Number (represented by a trash can), and then click OK.

5. Click Save.


Disconnect the modem

If the modem does not disconnect when you click Answer on the Call Alert window, you can disconnect the modem three different ways:

  • When you receive a call, on the Call Alert window, click sign off and answer, pick-up the phone and hang it up again. This will disconnect the modem. Once this is done, the system will redial if necessary. The phone should ring and then you can answer the call.
  • Click sign off and answer and then close out of AOL. This should release the modem.
  • If the previous two methods do not work, you will need to click on sign off and answer and then disconnect the modem cord.

Note: Modem issues are related to your modem and are not associated with AOL products. We have no control over this issue other than to recommend disconnecting your modem as metioned above. You may want to go to the modem manufacturer's website to see if there is a modem update to resolve this problem.




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Last updated: 06-19-2014
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