How to forward calls on 8x8
8x8 forwarding lives in the Admin Console for business accounts and in the 8x8 Work app for user-level changes. This guide covers both, plus auto-attendant routing.
The quick version
Sign in to the 8x8 Admin Console at login.8x8.com, go to Users (or Auto Attendants for main lines), open Call Forwarding, and add the external destination.
Step-by-step: set up call forwarding in 8x8
Alternative: 8x8 Work app (desktop/mobile)
In the 8x8 Work app: Settings → Calls → Call Forwarding. Toggle on, enter the number, save. Good for users who want to change their own forwarding without admin access.
Things worth knowing
- 8x8 supports concurrent forwarding ("Simultaneous Ring") where your cell and the forwarded number both ring — useful during the transition period when you're not sure how much you trust the AI.
- Forwarded minutes count against your 8x8 plan's outbound allowance. Most 8x8 Express and X-series plans are unlimited to US destinations.
- If you use 8x8 Contact Center (not just PBX), forwarding rules live in a different place — Configuration Manager → Channels → Inbound. The AI can still be the destination.
The whole reason you're reading this is probably to stop missing calls. If you're setting up call forwarding to send calls to a voice assistant, an answering service, or an AI, the steps above are the same — you just enter their number as the forward-to destination. Human Add AI gives you a dedicated AI receptionist that answers 24/7, captures every caller's intent, and texts you the details. Try it free for 7 days →
Troubleshooting
- Calls still ring the old way. Most VoIP systems take 30–60 seconds to apply forwarding changes. Wait and test again. If it still doesn't work, sign out and back in, or restart the desk phone.
- You saved the rule but don't see it. 8x8 usually applies rules to one specific number or extension. Make sure you're editing the right one — business accounts often have multiple numbers on the same login.
- Callers hear "number not in service." Double-check the destination number you entered. 8x8 often requires the full 10-digit US format, sometimes with a +1 prefix.
- You want some calls to stop forwarding. Most 8x8 plans support conditional rules (forward only after X rings, forward only from Y caller ID, etc.). Look for "Advanced" or "Rules" in the forwarding settings.