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8x8 Support

No Longer Receiving Calls On Previously Working Extension


An extension that had been previously working can't receive calls any longer. Callers get a busy tone, or the line doesn't ring when called.

Applies To

  • Account Manager
  • 8x8 Work for Desktop
  • Desk Phones
  • Do Not Disturb (DND)


There are a few things you can check when an extension can't receive calls.

Check the Do Not Disturb Setting on the Desk Phone

If you have a desk phone set up, check the desk phone for the Do Not Disturb (DND) setting. If DND is set on the phone, you will see a no entry symbol next to the extension on the phone screen.

If this shows:

  1. On the phone, press the More softkey.
  2. Press DND to disable this setting.
  3. You should now see a green check mark next to the extension on the phone display.
  4. Make a test call to the number to confirm that incoming calls are received properly.

Note: This can only be done on the desk phone if DND was set on the desk phone. 

Check the Do Not Disturb Setting on 8x8 Work for Desktop

While logged in to 8x8 Work for Desktop, check the profile picture to see if there is a no entry. If you see this symbol, DND is set in Virtual Office Desktop.


To change your status, from DND:

  1. Click the Profile Picture in the top left corner.
  2. Select Available.
  3. Make a test call to the number to confirm that incoming calls are received properly.

Check Forwarding Rules in Account Manager

This step can only be done by an Account Manager admin user.

  1. Log in to Account Manager.
  2. Go to Phone System > Extensions.
  3. Enter the affected extension in the search bar (or click View under View All Extensions).
  4. Next to the affected extension, click Edit.
  5. Expand the Call Forwarding section. Here you can see the extension's forwarding rules.
  6. Check that any forwarding to external numbers is set to working numbers. 
  7. If you see the following, it means that the forwarding rules are set in Virtual Office Desktop by the end user and only the end user will be able to see the rules. You can clear the settings by clicking Revert to Basic Call Forwarding, if needed.
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