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Prevent Incoming Calls from Routing to Voicemail in 8x8 Admin Console

Updated: 04/15/2024

Objective

Prevent calls from routing to voicemail by forwarding them to another extension, in Admin Console. You can also prevent callers from leaving voicemail messages on your desk phone by setting announce-only mode on.

Applies To

  • Admin Console
  • Call Routing
  • Voicemail

Procedure

Note: End users can set up forwarding options for only their own extension, but account admins can set up forwarding options for any user.
  1. Log in to Admin Console.
  2. Click Users.
  3. Click Edit (pencil icon).
  4. Go to Call Forwarding Rules and select the checkbox to Forward all Calls
  5. Click Edit (pencil icon) and select Selected User or Service. Type in the name or number associated with an extension or enter an external number.
  6. Click Save.
  7. Click Save again, at the bottom of the page.
Alternatively, if you'd like custom rules for other situations, click Edit (pencil icon) next to each of the below options and configure accordingly:
  • When User is Busy
    • Voicemail
    • No One and Play Busy
    • Selected Users or External Numbers
  • When user does not answer the call within 15 seconds
    • Enter the amount of time the call will ring before going to one of the forwarding options below:
      • Voicemail
      • No One and Play Busy
      • Selected Users or External Numbers
      • Forward Directly to
  • When internet connection is down
    • Voicemail
    • No One and Play Busy
    • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number
  • When User Gets a Call from a Blocked Caller 
    • Note: You cannot change forwarding options for blocked callers. All numbers on the blocked caller list will hear the busy signal when they call this extension.