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How do I set up call forwarding in Virtual Office Configuration Manager?
8x8 Support Knowledge Base

How do I set up call forwarding in Virtual Office Configuration Manager?

Note: Click here to configure call forwarding settings in Account Manager, the legacy version of Virtual Office Configuration Manager.

There are several ways to forward calls. Every extension, Ring Group, and Auto Attendant that you create can be set up with its own forwarding rules. End users can change their own forwarding settings, but administrative access is required to change Ring Group and Auto Attendant settings.

eye.png TipsIf your contact directory scope is set to Site, you will not see the option to forward calls back to the Auto Attendant. You must set your contact directory scope to Company in order to see the Auto Attendant as a call forwarding option.

Forwarding Calls for a Single Extension

  1. Log in to VO Configuration Manager.
  2. Click Users.
  3. Click More Options (three dots) to the right of the extension that you wish to edit.
  4. Select Edit.
  5. Open Advanced Settings. Advanced details for the user will appear.
  6. Go to Call Forwarding Rules and click Edit (pencil) to enable call forwarding for the scenarios below. Select one of the submenu options to choose which action will be taken in each case: 
    • Forward all Calls 
      • Voicemail
      • Selected User or Service: Type in the name or number associated with an extension or enter an external number.
    • When Internet Connection is Down
      • Voicemail
      • No One and Play Busy
      • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number.
      • Forward Directly To: Type in the name or number associated with an extension or enter an external number.
    • When User is Busy
      • Voicemail
      • No One and Play Busy
      • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number.
      • Forward Directly To: Type in the name or number associated with an extension or enter an external number.
    • When User does not Answer the Call: Enter the amount of time the call will ring before going to one of the forwarding options below.
      • Voicemail
      • No One and Play Busy
      • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number.
      • Forward Directly To: Type in the name or number associated with an extension or enter an external number.
    •  When User Gets a Call from a Blocked Caller: See next section for more details.
  7. Click Save.
  8. Save the user profile.

To add forwarding rules for blocked callers

  1. Enter internal or external numbers that you would like to block.
  2. Click Add to the List.
  3. Select your preferred forwarding destination for the blocked number.
    • Voicemail
    • No One and Play Busy
    • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number.
    • Forward Directly To: Type in the name or number associated with an extension or enter an external number.
  4. Click Save.
  5. Save the user.

To add a new call forwarding rule (Admins Only)

  1. Click Add New Rule.
  2. Set the rule Name to something that describes the purpose of the rule (e.g., One Number Access).
  3. Under When to Apply this Rule, select the type of callers that you would like to be affected by this rule from the following:
    • Anyone
    • Anonymous Callers
    • Selected Callers
  4. Select the time during which you would like to apply this rule:
    • Anytime
    • Specified Date/Time Period: Enter the Starting and Ending Date/Time.
    • Recurring Schedule: Select the day and time range when the rule will be active.
  5. Under Forward the Calls to, select the desired forwarding option.
    • Voicemail
    • No One and Play Busy
    • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number.
    • Forward Directly To: Type in the name or number associated with an extension or enter an external number.
  6. If you choose Selected Users or External Numbers, enter the names or numbers of the users or the external numbers that you want to add to this forwarding rule.
  7. Click Add to the List.
  8. Enter the number of seconds that the call should ring for before going to another forwarding option.
  9. Select whether to ring these numbers Sequentially or Simultaneously
  10. Select one of the following forwarding options to take place after trying all the above numbers.
    • Forward to Voicemail
    • Don't Forward and Play Busy
    • Forward to a User or Service: Type in the name or number associated with an extension or enter an external number.
  11. Click Save.
  12. Save the user profile.

Forwarding Calls for a Ring Group 

  1. Log in to VO Configuration Manager.
  2. Click Ring Groups.
  3. Click More Options (three dots) to the right of your Ring Group.
  4. Select Edit from the pop-up menu.
  5. Go to Call Forwarding Rules and click Edit (pencil) 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: 
    • 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 all Members are Busy
      • 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 No One in Ring Group Answers
      • 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.
  6. Click Save.
  7. Save your Ring Group.

Forwarding Calls through an Auto Attendant

When you edit or create your Auto Attendant, you can set up forwarding options in your Auto Attendant menu.

  1. Log in to VO Configuration Manager.
  2. Click Auto Attendants.
  3. Click More Options (three dots) to the right of your Auto Attendant.
  4. Select Edit from the pop-up menu.
  5. Under Call Handling Menus, select the WeekdayHoliday, or Alternate tabs.
  6. Select the OpenClosed, or Alternate menu and click Add Key.
  7. In the Key Manager window, select the desired key from the menu.
  8. In the Please Select menu, go to Transfer to and select one of the following:
    • Auto Attendant
    • Call Queue
    • User: Type in the name or number associated with an extension.
    • External Number: Type in the external number.
    • Ring Group
  9. Click Save.