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How do I send the 3rd incoming call straight to voicemail without ringing the device?

Saliena

Hey GoTo Community! 👋

Looking for some advice on a client requirement — hoping someone here has tackled something similar!

The Ask:
My client wants only the first two incoming calls to ring through to their device. Any third concurrent incoming call should be diverted straight to voicemail, without ringing the physical device at all.

What I've Tried:
I experimented with the Call Queue function. While it does hold callers in a queue, the issue is that the third call still rings the physical device — which is exactly what the client wants to avoid.

As a workaround, I reduced the queue timeout to 1 second so the call would quickly time out and route to voicemail as the next node. However, the client wasn't happy with this either, as the device still briefly rings before the timeout kicks in.

What I'm Looking For:
Is there a way to configure a dial plan or call flow that:

Allows the 1st and 2nd concurrent calls to ring through normally
Automatically routes the 3rd incoming call directly to voicemail without ringing the device at all?

Any suggestions — whether through call routing, dial plan logic, or another feature I might have missed — would be greatly appreciated! 🙏

Thanks in advance!

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Accepted answers

KateG

Hi @Saliena - Welcome to the Community,

At the moment, the platform doesn’t provide a native way to limit ringing based on concurrent call count.

There may be device-level options depending on the handset model, and the team is checking if this can be done on Yealink and Poly. Can you share the device(s) being used?

All comments

Saliena

Hi @KateG ,

Thank you for looking into this — we truly appreciate it.

We'd love to see this feature added to GoTo. Several of our clients have recently migrated from other platforms where this functionality was available, and its absence has created some gaps in their day-to-day operations. Having this feature in GoTo would go a long way in helping them meet their business requirements and ensuring a smoother transition overall.

Thanks again for your support!

KateG

Hi @Saliena - thanks for following up.

The team checked, it seems that it is not possible to configure this directly on the phone. The phone has already a forward on busy function, that allows you to forward calls once you are already busy.

As mentioned the platform doesn’t offer a native way to strictly limit ringing to only the first two concurrent calls and automatically divert the third directly to voicemail without alerting the device. The team was bouncing around ideas on using ring steps or dial plan nodes, but it's still tricky.

There is a “Maximum Callers” setting within the Call Queue feature that limits how many callers can wait in the queue at one time. However, even if a single user with a single device is placed in a queue, this setting does not prevent additional incoming calls from ringing the device directly.

In practice, using a queue to try to control this behavior introduces more complexity than it actually solves. To attempt a workaround, you would need to:

Create a dedicated queue per user
Ensure only the intended device(s) are logged into that queue
Modify each user’s dial plan to route calls to the queue first
Add a voicemail node after the queue node for overflow handling

Even with this setup, it doesn’t fully guarantee the behavior you’re looking for, and it significantly increases administrative overhead.

Sorry I don't have a better workaround for you, I will certainly share your interest in this as a feature with the team at large.

Saliena

Hi Kate,

The client currently uses Yealink SIP-T46U, I have tried looking into it with no success, your help would be highly appreciated.

Thank you

Saliena

Hi @KateG

Thank you so getting back.

The client currently uses Yealink SIP-T46U.

KateG

Hi @Saliena - Welcome to the Community,

At the moment, the platform doesn’t provide a native way to limit ringing based on concurrent call count.

There may be device-level options depending on the handset model, and the team is checking if this can be done on Yealink and Poly. Can you share the device(s) being used?