---
title: "Calls Are Going Straight to Voicemail on Poly Devices"
slug: "calls-are-going-straight-to-voicemail-on-poly-devices"
updated: 2026-05-21T08:03:38Z
published: 2026-05-21T21:27:00Z
canonical: "help.8x8.com/calls-are-going-straight-to-voicemail-on-poly-devices"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Calls Are Going Straight to Voicemail on Poly Devices

## Symptom

Calls go straight to Voicemail when you dial the phone number of the extension.

## Applies To

- Poly devices
- Voicemail
- Call forwarding

## Resolution

Check if DND (Do Not Disturb) mode is on or if call forwarding rules are forcing it to go to voicemail.

### Check if DND is Enabled or Disabled

#### VVX Series (Color Screen)

1. Press **Home**.
2. Navigate to the DND icon. Make sure that it is disabled.
  - If the DND icon with the minus sign is BLACK then its Disabled.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10982?sv=2026-02-06&spr=https&st=2026-11-03T23%3A22%3A04Z&se=2026-11-04T00%3A22%3A04Z&sr=c&sp=r&sig=WUgCWHi2qwymNAB9yFsfxYdU%2Bu%2BDyTSo45dxfBJLsn8%3D)
  - If the DND icon with the minus sign is RED then its Enabled.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10980?sv=2026-02-06&spr=https&st=2026-11-03T23%3A22%3A04Z&se=2026-11-04T00%3A22%3A04Z&sr=c&sp=r&sig=WUgCWHi2qwymNAB9yFsfxYdU%2Bu%2BDyTSo45dxfBJLsn8%3D)

#### VVX Series (Black and White)

1. Press **Home**.
2. Navigate to the DND icon.
  - If the DND icon with the minus sign is NOT HIGHLIGHTED then it is Disabled.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10979?sv=2026-02-06&spr=https&st=2026-11-03T23%3A22%3A04Z&se=2026-11-04T00%3A22%3A04Z&sr=c&sp=r&sig=WUgCWHi2qwymNAB9yFsfxYdU%2Bu%2BDyTSo45dxfBJLsn8%3D)
  - If the DND icon with the minus sign is HIGHLIGHTED then it is Enabled.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10981?sv=2026-02-06&spr=https&st=2026-11-03T23%3A22%3A04Z&se=2026-11-04T00%3A22%3A04Z&sr=c&sp=r&sig=WUgCWHi2qwymNAB9yFsfxYdU%2Bu%2BDyTSo45dxfBJLsn8%3D)

### Check for Forwarding Rules

1. Press **Home**.
2. Press **Forward**.![Forwarding.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10033?sv=2026-02-06&spr=https&st=2026-11-03T23%3A22%3A04Z&se=2026-11-04T00%3A22%3A04Z&sr=c&sp=r&sig=WUgCWHi2qwymNAB9yFsfxYdU%2Bu%2BDyTSo45dxfBJLsn8%3D)
3. Check the following settings and make sure they are all are set to Disabled.
  - Always
  - No Answer
  - Busy
4. Make a test call.

### Further Troubleshooting

1. Dial *79 on the device.
2. The *Do not Disturb is disabled* message should be heard.
3. Make a test call.

## Cause

Having the phone on DND mode will automatically send the call to voicemail regardless of the forwarding rules you have in Admin Console.