---
title: "Why do calls forwarded to an external number still go to the extension voicemail"
slug: "why-do-calls-forwarded-to-an-external-number-still-go-to-the-extension-voicemail"
updated: 2026-05-15T17:06:09Z
published: 2026-05-21T21:25:40Z
canonical: "help.8x8.com/why-do-calls-forwarded-to-an-external-number-still-go-to-the-extension-voicemail"
stale: true
---

> ## 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.

# Why do calls forwarded to an external number still go to the extension voicemail

# Applies To

- Admin Console

## Answer

This is the intended behavior when using the default "Forward All Calls" rule. Calls will be offered to the selected target and if a connection is not established (either to a live person or an automated system) the call will be directed to the voicemail for the original forwarding extension.

## Additional Information

To fully transfer a call to an external number, you'll need to [Set Up Call Forwarding in 8x8 Admin Console](/support/docs/set-up-call-forwarding-in-8x8-admin-console) and move it to the second priority position (directly under the "Forward All Calls" rule).