---
title: "Allow Callers to Call Agent Extensions in 8x8 Contact Center"
slug: "allow-callers-to-call-agent-extensions-in-8x8-contact-center"
updated: 2026-05-22T13:44:48Z
published: 2026-05-22T13:44:48Z
canonical: "help.8x8.com/allow-callers-to-call-agent-extensions-in-8x8-contact-center"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Allow Callers to Call Agent Extensions in 8x8 Contact Center

## Objective

Route calls to a specific agent.

## Applies To

- 8x8 Contact Center
- Configuration Manager for Contact Center
- Extensions

## Resolution

Use 8x8 Contact Center script Direct Agent Routing objects.

### Adjust the Agents' Settings

1. Log into **Configuration Manager for Contact Center**.
2. Select **Users/Agents**.
3. **Edit** the desired agent.
4. On the Phone tab:
  - Select **Enable in IVR**
  - Select **Enable agent voicemail**
5. Click **Save**.

### Configure a DID Script

1. Log into **Configuration Manager for Contact Center**.
2. Select **Scripts**.
3. Click **Add new phone script**.
4. Name the script.
5. Select **Copy script from**, select **Agent DID script.**
6. Click **Save**.
7. Under *MainIVR*, add **Transfer to Agent**.
8. Note the options for *Transfer to agent even if the status is*.
  - Busy
  - On break
  - Working offline
  - Logged off ![clipboard_e4c316b9ad3fb43dcfc4645a64308b55c.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10747?sv=2026-02-06&spr=https&st=2026-11-04T00%3A51%3A37Z&se=2026-11-04T01%3A51%3A37Z&sr=c&sp=r&sig=RXZ807sQ27QrYM5p9R%2FRLoWd061y7q8zCv%2BdiGkG4QU%3D)

- If these options are selected, the call will be offered to the agent's even though the agent is Busy, On break, Working offline, or Logged off
- If these options are not selected, then add call routing for them

### Example

1. Click **Busy** > **Add**.
2. Insert **Object** > select **Transfer to Agent Voice Mail**.
3. Fill in the Object tag as desired.
4. Select either a **Personal Invite** or **Impersonal Invite**.
5. Click **OK**.
6. Repeat for the other options as desired. ![clipboard_ee38186feeca809aaac99bb561f45dfb2.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10748?sv=2026-02-06&spr=https&st=2026-11-04T00%3A51%3A37Z&se=2026-11-04T01%3A51%3A37Z&sr=c&sp=r&sig=RXZ807sQ27QrYM5p9R%2FRLoWd061y7q8zCv%2BdiGkG4QU%3D)
7. Set the script as the **Default DID**.
8. In the Script list, select the radio button for **Default DID** for the script.
9. Click **Save**. ![clipboard_ed8432e515bc9c095843fbc096c7aad86.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10746?sv=2026-02-06&spr=https&st=2026-11-04T00%3A51%3A37Z&se=2026-11-04T01%3A51%3A37Z&sr=c&sp=r&sig=RXZ807sQ27QrYM5p9R%2FRLoWd061y7q8zCv%2BdiGkG4QU%3D)

## Additional Information

****Question**: How do I locate the direct dial number for an extension in the 8x8 Contact Center?**

**Answer**: The Contact Center does not have direct dials for extensions. However, you can assign a channel and have that route to an agent. See online documentation: [Direct Agent Routing](/documentation/docs/enable-direct-agent-routing-dar).