---
title: "Set Up Call Forwarding in 8x8 Admin Console"
slug: "set-up-call-forwarding-in-8x8-admin-console"
updated: 2026-07-31T14:07:52Z
published: 2026-07-31T14:07:52Z
canonical: "help.8x8.com/set-up-call-forwarding-in-8x8-admin-console"
---

> ## 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.

# Set Up Call Forwarding in 8x8 Admin Console

## Objective

Set up call forwarding for extensions, Ring Groups, and Auto Attendants in the 8x8 Admin Console.

Every extension, Ring Group, and Auto Attendant 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.

## Applies To

- 8x8 Admin Console
- Call Forwarding

## Procedure

> [!NOTE]
> Note:
> 
> To ensure calls are properly routed, all lines of service (e.g., extensions, ring groups, etc.) must have at least one active forwarding rule in place. Without such a rule enabled, the system can’t guarantee that calls will be completed successfully. Additionally, if there are no licenses assigned, you will not see the option for call forwarding rules.

If 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.

If forwarding to an external number, such as a mobile number, ensure the country code is included in the field.

### Forwarding Calls for a Single Extension

1. Log in to the **8x8 Admin Console**.
2. Click **Users**.
3. Click **Edit** (pencil icon) to the right of the extension that you wish to edit. ![2019-07-30_10-21-37.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9728(1))
4. Select **Call forwarding rules.** Click **Edit** (pencil icon) to enable call forwarding for the scenarios below. ![2019-07-30_10-26-47.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9726(1))
5. 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 (such as a mobile 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 the next section for more details.
6. Click **Save**.
7. **Save** the user profile.

### Adding 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.

### Adding 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 **Admin Console**.
2. Click **Ring Groups**.
3. Click **Edit** (pencil icon) to the right of your Ring Group.
4. Go to **Call Forwarding Rules** and click **Edit** (pencil icon) 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: ![2019-07-30_13-36-55.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9725(1))
  - **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
    - 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
    - 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
    - Selected User or Service: Type in the name or number associated with an extension or enter an external number.
5. Click **Save**.
6. **Save** your Ring Group.

### Forwarding Calls through an Auto Attendant

When yo*u edit or cre*ate your Auto Attendant, you can set up forwarding options in your Auto Attendant menu.

1. Log in to **8x8 Admin Console**.
2. Click **Auto Attendants.**
3. Click **Edit** (pencil icon) to the right of your **Auto Attendant.**
4. Under **Call Handling Menus**, select either **Weekday**, **Holiday**, or **Alternate** tabs.
5. Click **Add Key.** ![2019-07-30_10-42-30.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9729(1))
6. In the **Key manager** window, select the desired key from the menu.
7. In the *Please Select* menu, go to *Transfer to* and select **User, service or external number**. ![2019-07-30_10-37-31.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9727(1))
8. Select the user from the drop-down menu or add the external number in the **Target** field.
9. Click **Save**.

## Additional Information

- If you want to mimic a setup where a call rings indefinitely without terminating in a voicemail box, consider solutions such as 8x8 Contact Center or Call Queuing.
- Forwarding a Direct Inward Dialing (DID) number to another number without a user assignment is not permitted because a DID won't route without a user attached.
- Calls cannot be forwarded to a fax line as the fax line is not set up to receive calls or transcribe phone messages into a fax document.

****Question**: Call Forward Rule to External Number, should the 8x8 Extension receive the VM OR external device**

**Answer**: If you forward a call to another number, it won't route back to your personal number; instead, it will go to the voicemail of the number you forwarded it to.

****Question**: How to set up call forwarding notification settings for a specific extension.**

**Answer**: This is not a supported feature.

****Question:** How cab U forward an 8x8 phone number to an external number while modifying the caller ID to include a specific prefix?**

**Answer**: You can't customize the caller ID when forwarding a call to an external line. It will show the number exactly as it entered the system.

****Question**: How do I set up call forwarding for a ported number to a main line tied to an auto attendant?**

**Answer**: You can't. By design, the system does not allow the call to ring on two extensions at once. It can only ring on each extension individually, not simultaneously.