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Creating Custom Call Forwarding Rules in 8x8 Admin Console

Updated: 08/30/2024

Objective

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

Applies To

  • Admin Console
  • Call Forwarding

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.
    CM-forward1.png
  5. Enter a name for your new forwarding rule.
  6. Select when to apply the rule, during what time to forward calls, and enter a destination.
    CM-forward2.png
  7. 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.