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If calls go straight to voicemail while you’re already talking, check whether Call Waiting is enabled. On iPhone, Apple says incoming calls go directly to voicemail when Call Waiting is off. If it is on—or the setting is unavailable—your SIM setup or carrier’s call routing may explain what’s happening.
Check Call Waiting on an iPhone with one line
Open Settings > Apps > Phone > Call Waiting and turn on Call Waiting if the option is available. Apple’s user guide explains that calls go directly to voicemail when you are on a call and Call Waiting is turned off. Apple Support: While on a call
If Call Waiting is missing or will not turn on, ask your carrier to check whether the feature is supported and correctly set up for your service. Apple distinguishes GSM and CDMA service in its instructions and directs customers using CDMA service to contact their carrier about setup.
If you use Dual SIM, check which line is receiving the call
Call Waiting applies to calls on the same line. A call to your other line while one line is in use follows different conditions: Apple says you need Wi-Fi Calling enabled for that line, and the line must have an available data connection as described in Apple’s Dual SIM guidance. If Wi-Fi Calling is not enabled for the other line, an incoming call there may go directly to voicemail while the first line is in use. Apple Support: Using Dual SIM with an eSIM
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Before changing settings, identify which number the caller dialed and which line is currently on the call. Then check Wi-Fi Calling for the line that is meant to receive the second call. Apple notes that without Wi-Fi Calling, incoming calls on that line may go to voicemail, if available from the carrier, and you may not receive a missed-call notification.
Ask your carrier to check busy forwarding
If Call Waiting is enabled and the call is on the same line—or your Dual SIM setup does not explain the behavior—ask your carrier to verify both Call Waiting and conditional call forwarding. In particular, ask whether calls are being forwarded when your line is busy. Carrier routing can send a call elsewhere rather than presenting it as a waiting call.
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The controls and instructions differ by carrier, so do not assume another carrier’s dialing code or settings apply to your service. For example, AT&T documents a “When busy” call-forwarding option for calls received while you are already on another call. Ting distinguishes forwarding a busy call from an ignored second call when Call Waiting is active; these are carrier-specific examples, not universal setup instructions. AT&T: Call forwarding Ting: Call forwarding
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Use the symptom to narrow down the cause
| Situation | What to check |
|---|---|
| Second call is to the same iPhone line | Whether Call Waiting is on and supported by the carrier. |
| Second call is to a different SIM line | Whether Wi-Fi Calling is enabled for that line and the data conditions Apple specifies are met. |
| Call Waiting is on, but same-line calls still go to voicemail | Ask the carrier to check busy forwarding and the line’s Call Waiting configuration. |
What if you have an Android phone?
Menu names and behavior vary by phone model, software version, and carrier, so avoid applying iPhone instructions to Android. Samsung’s Direct voicemail support information is limited to Galaxy phones running Android 16 with One UI 8.5 or higher. It describes a voicemail feature but does not establish that Direct voicemail causes—or fixes—a call going to voicemail while another call is active. Samsung Support: Direct voicemail
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For an Android phone, contact your carrier to confirm how Call Waiting and busy forwarding are configured for your line. If you share your phone model, software version, carrier, and whether you use Dual SIM when contacting support, they can check the relevant setup rather than relying on instructions for another device or network.
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- MEMORIES MADE PICTURE PERFECT: Capture every angle in stunning clarity, from wide family photos to close-ups of friends, with the triple-lens camera on Galaxy A17 5G.
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