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8x8 Support

Why do calls forwarded to an external number still go to the extension voicemail

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Applies To

  • 8x8 Admin Console

Answer

This is the intended behavior when using the default "Forward All Calls" rule. Calls will be offered to the selected target and if a connection is not established (either to a live person or an automated system) the call will be directed to the voicemail for the original extension.

Additional Information

To fully transfer a call to an external number, you'll need to Add a New Call Forwarding Rule and move it to the second priority position (directly under the "Forward All Calls" rule)