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How to Change Call Queue Call Forwarding Rules
8x8 Support

How to Change Call Queue Call Forwarding Rules

Objective

Default setting is to send all unanswered calls to voicemail. Following these instructions will allow you to route calls to another extension, Ring Group, Call Queue or External Number.

Applies To

  • Admin Console
  • Call Queue

Steps

  1. Log in to8x8 Admin Console.
  2. Click Call Queues.
  3. Click Edit (pencil icon) to the right of your Call Queue.
  4. Go to Call Forwarding Rules and click Edit (pencil icon) to enable call forwarding for the scenarios below. Then select one of the submenu options to choose which action will be taken in each case: 
    2.PNG
    • Forward all calls 
      • Voicemail
      • Selected User or Service: Type in the name of the user or service or enter the extension number.
    • When internet connection is down
      • Voicemail
      • No One and Play Busy
      • Selected User or Service: Type in the name or number associated with an extension or enter an external number.
    • When queue is full
      • Voicemail
      • No One and Play Busy
      • Selected User or Service: Type in the name or number associated with an extension or enter an external number.
    • When all agents have logged out or have server side DND status
      • Voicemail
      • No One and Play Busy
      • Selected User or Service: Type in the name or number associated with an extension or enter an external number.
  5. Click Save.
  6. Save your Call Queue.
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