Creating Custom Call Forwarding Rules in 8x8 Admin Console

Creating Custom Call Forwarding Rules in 8x8 Admin Console

Objective

Create custom forwarding rules to redirect calls to an external destination in Admin Console.

Applies To

  • Admin Console
  • Call Forwarding

Note: The following procedure can be done if the user is active. If the user is deactivated, the system admin will need to reactivate the user and then follow the process below.

Procedure

  1. Log in to Admin Console.
  2. Select Users.
  3. Select Edit (pencil icon). 
  4. Go to Call Forwarding Rules and select + Add new rule.

A screenshot of a computer AI-generated content may be incorrect.

  1. Enter a name for your new forwarding rule.
  2. Select when to apply the rule, during what time to forward calls, and enter a destination.

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  1. Select Save.

Additional Information

If the Forward All Calls rule is used, calls will be offered to the destination, but after three to four rings the call will return to the forwarder's voicemail.

Forwarding rules adhere to a Top-down schema. Meaning, top active rule will be applied. If calls pass top rule it will filter down to the next rule (down) until call is connected or dropped. For example:

  • Rule 1: Calls from 408-123-4567, drop immediately.
  • Rule 2: Allow all calls to connect to destination.

This would prevent 408-123-4567 to connect with destination. If Rule 2 was put in front of Rule 1, then 408-123-4567 will be connected to destination.


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