Why are messages being left on my personal voicemail?

Follow the steps below to troubleshoot voicemails being left on personal voicemail boxes.

Typically, voicemails are on personal voicemail because of the call forwarding settings configured for the extension.

Tip: With an industry-wide focus on SPAM call blocking, mobile device manufacturers could block incoming calls based on their built-in algorithm. Because of this, calls coming into your phone with Grasshopper number as Caller ID may get blocked. Often, having a local phone contact (on your mobile device, not within Grasshopper) with the incoming phone number helps bypass those blocks, as the number is now considered a trusted contact number. Creating a contact on your mobile device with all your Grasshopper phone numbers is recommended to avoid your phone rejecting the call.

If creating a contact on your device doesn't resolve the issue and calls still going to your voicemail, you can try adjusting the ring duration to 20-25 seconds or adjusting the call forwarding settings on your extensions from direct connect to call announce, as outlined below. Using direct connect can result in calls being left on your personal voicemail because sometimes the ring time on your carrier is shorter than Grasshopper's, resulting in your personal voicemail picking up first. By using call announce, we can guarantee that your voicemails will always route to your Grasshopper voicemail box.

Legacy admin portal

If your admin portal home page looks like the screenshot below, these steps are for you.

Sign in to the admin portal.
Go to Extensions and then select Edit next to the extension experiencing voicemails being left on personal voicemail.
Select Edit next to the call forwarding number(s).
If Calls will connect to you as soon as you pick up is chosen, this is why voicemails are being left on your personal voicemail. Instead, select either Calls will be announced when you pick up or Callers will be asked for their name, then announced to you.
Select Save & Close.

Admin portal

If your admin portal home page looks like the screenshot below, these steps are for you.

Sign in to the admin portal.
Go to Call management > Extensions.
Select next to the extension experiencing voicemails left on personal voicemail.
Select next to the call forwarding number(s).
If Calls will connect as soon as you pick up is chosen, this is why voicemails are being left on your personal voicemail. Instead, select either Calls will be announced when you pick up or Callers will be asked for their name, then announced to you.
Select Save > Save.