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Can't receive calls
8x8 Support

Can't receive calls


An extension that has been working can't receive calls any longer. 

Applies To

All versions of Account Manager (AM) and Virtual Office (VO).


There are a couple of things that need to be checked when an extension can't receive calls (callers get a busy tone/doesn't ring when called).

Check there is no DND set on any handset (If used)

On a physical phone is there a no entry sign showing next to the extension number - This will show DND is set on the phone. 


If this shows:

  1. Press More.
  2. Press DND.
  3. This should now show a tick next to the extension number 
  4. Make a test call.

Note: this can only be done on the handset if set by the handset. 

Check DND is not set on the Desktop App (Virtual Office Desktop/VOD) (If used)

Logged into Virtual Office Desktop check the profile picture/icon to see if there is a no entry sign DND is set. For example:


  1. Click on the Profile Picture in the top left corner.
  2. Select Available.
  3. Make a test call.

Check for forwarding rules

  1. Log into Account Manager.
  2. Go to Phone System > Click Extensions.

  3. Type in the Extension you are wanting into the search bar (OR click View under View All Extensions).
  4. Click on Edit.
  5. Expand out Call Forwarding clicking on the plus sign. Here you can see what is set as forwarding rules.
  6. Check that any forwards to external numbers are set to numbers that work. 
  7. If you see the following:

    It means that the forwarding rules are set in the Virtual Office desktop itself by the user and the user will be only able to see the rules. You can clear the settings by clicking on Revert to Basic Call Forwarding if needed.

If this still doesn't resolve your issue, please contact support

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