Ring Group Calls are dropping instead of following the configured call forwarding rule

Question

Why are Ring Group Calls are dropping instead of following the configured call forwarding rule?

Applies To

• 8x8 Work Ring Group
• When all calls that reach a particular forwarding rule fail to forward to the destination

Answer

There are many reasons that could cause a call forward not to connect. Please check the following which may help resolve the issue: 

• The destination number is valid
• The destination is accepting your calls:
  • The destination is not busy
  • The destination has not blocked the number you are forwarding from
• The Destination Number can be dialed from a 8x8 Work extension
• The Ring Group does not have a Phone number assigned to it, check that the Site has a Main Line Number configured
  • How to Set Up Main Line Number in Admin Console
• Check that the Site the Ring Group belongs to is configured with the correct Calling Country / External Dial Plan
  • How to change a Site Calling Country External Dial Plan
• If the destination number is an international number, has International Call Forwarding been enabled for the PBX, Service Extensions and Ring Group?
  • A case will need to be raised to 8x8 for this to be enabled or to check the current setting
  • Can I forward my 8x8 calls to international numbers?

Additional Information

How do I forward Ring Group calls to an external number?

If the above does not resolve your issue please log a case with 8x8 Support How to Create a Case with 8x8 Support

Please include details such as:

• The affected Ring Group
• The destination you are trying to forward to
• A call example of the failure
  • Details to include;
  • Date:
  • Time: ##:## (Time Zone)
  • Source Number:
  • Destination Number:
  • Fault Description: