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How do I set up my call flow?
8x8 Support Knowledge Base

How do I set up my call flow?

The best way to ensure your incoming calls go exactly where you want them to, when you want them to, is to speak with an Implementation advisor at 8x8. To speak with an Implementation advisor, create a case online. An Implementation Advisor will contact you within the next business day. Your advisor can expertly tailor your call flow—the flow of calls through your phone system—to meet all your business needs.

When considering the design of your call flow, first decide how you want your phones to ring. There are four basic pathways that are used by many different businesses (click for a printer-friendly version).

  • Option 1: When your main number is dialed, it will ring a group of phones, either one at a time or all at the same time.

  • Option 2: When your main line is dialed, it will ring a live receptionist who will then decide where to transfer the calls.

  • Option 3: When your main number is dialed, it will play a recorded greeting with selections, which the caller can choose from.

  • Option 4: When your main number is dialed, it will play a different recorded greeting (with optional menu selections) depending on the time of day or a preset schedule.

After deciding how your phones will ring, you will need to decide what happens if phones are not answered. This could mean directing calls to a voicemail box, a pre-recorded announcement, other extensions or even an external phone number. In the case of other extensions, call forwarding rules (Account Manager | VO Configuration Manager) set for those extensions will also apply.