---
title: "Contact Center Agent Receiving Voicemails on 8x8 Work"
slug: "contact-center-agent-receiving-voicemails-on-8x8-work"
updated: 2026-05-17T16:40:51Z
published: 2026-05-21T21:26:15Z
canonical: "help.8x8.com/contact-center-agent-receiving-voicemails-on-8x8-work"
---

> ## 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.

# Contact Center Agent Receiving Voicemails on 8x8 Work

## Symptom

An 8x8 Contact Center agent is receiving voicemails in 8x8 Work for Desktop.

## Applies To

- 8x8 Contact Center
- 8x8 Work for Desktop
- Voicemails

## Resolution

Edit Agent's 8x8 Work Call Forwarding settings.

1. Log in to **Admin Console.**
2. Select Users**.**
3. To the right of the affected user, select **Edit** (pencil icon).
4. Select **Call Forwarding Rules.**
5. To the right of *"****When user does not answer the call within X seconds,"* select Edit** **(pencil icon).** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_ed34ab39feda927e9205bad0297385874.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A18%3A42Z&se=2026-11-04T00%3A18%3A42Z&sr=c&sp=r&sig=NEYPDe6opntp3j%2F2HyBCB6UXx01Gdiu9PmGc%2FsB42Pw%3D)
6. Change the **setting for *When no answer for (seconds*)** to be **longer** than the 8x8 Contact Center Timeout. It cannot be the same amount. It must be longer. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clipboard_e98a814eb60320e938ddd9e30fd04602b.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A18%3A42Z&se=2026-11-04T00%3A18%3A42Z&sr=c&sp=r&sig=NEYPDe6opntp3j%2F2HyBCB6UXx01Gdiu9PmGc%2FsB42Pw%3D)
7. Select Save.

## Cause

If the 8x8 Contact Center Interaction Offer Timeout is longer than 8x8 Work setting then 8x8 Work receives the call over voicemail. This then causes the call records to show voicemail calls for the agent's extension coming from *Forwarded (Busy)*.

One of the following may also be true:

- Agent is not assigned to any 8x8 Contact Center voicemail channels.
- Agent does not have voicemail enabled in their agent profile.
- Inbound queue the agent is assigned to do not have voicemail enabled.
- Agent is not assigned to any outbound queues.
- Agents 8x8 Contact Center Interaction Offer Timeout is 30 seconds.
- Agent is not part of any Ring Groups, or Call Queues in 8x8 Work for Desktop.
- Agent hangs up a VCC call using 8x8 Work.
- The voicemails are from the Contact Center inbound phone channel number.
- The 8x8 Work for Desktop Call Forward time out is 35 seconds.

## Additional Information

For instructions on checking the 8x8 Contact Center Interaction Offer Timeout and the 8x8 Work Call Forwarding rules, see [8x8 Contact Center Calls Go to Voicemail Instead of the Next Agent Or Do Not Ring on Endpoint](/support/docs/8x8-contact-center-calls-go-to-voicemail-instead-of-next-agent).

To confirm the call records, create a case with 8x8 Technical Support.

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