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8x8 handles forwarding through call forwarding rules on a user or extension, configured in the 8x8 Admin Console.
Read How call forwarding works first — it covers choosing a mode and the caller-ID setting that matters on every provider.

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Before you start

  • Your Recepta.ai number, from Phone numbers in the dashboard
  • Admin Console access, and knowledge of which user, ring group, or auto attendant your main number rings

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Set up forwarding

1

Open the Admin Console

Sign in to 8x8 and open the Admin Console rather than the desktop or mobile app — the app only exposes your own personal settings.
2

Find where your main number lands

Trace your public number to its destination. It’s often a ring group or auto attendant rather than an individual — see the warning below if it’s an auto attendant.
3

Open the user's call forwarding rules

Go to Home → Users, click to edit the user’s profile, and scroll down to Call forwarding rules. Each condition can forward to voicemail, another target, or a custom number — which is where your Recepta.ai number goes.
4

Set the conditions you want

Setting no-answer, busy, and offline together is the sensible default — it catches every case where a human wasn’t going to pick up.
5

Set the ring duration

About 15–20 seconds before the call moves on.
6

Confirm caller ID pass-through

Ensure forwarded calls present the original caller rather than your 8x8 number.
7

Save and test from a mobile

Check the result in Call logs.
Don’t overlook the offline condition. If your internet drops or your phones deregister, that’s exactly when you least want calls going unanswered — and it’s the case most people forget to configure.

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Ring groups and auto attendants

If your main number rings a group, set the forward on the group’s no-answer path rather than on each member. Setting it per member produces inconsistent behaviour depending on who was available. If callers hear a menu, your number goes through an auto attendant.
8x8 has a known issue where an auto attendant forwarding directly to an external line can produce a busy signal or drop the call. If you hit that, route the auto attendant to a user extension instead and set the external forward on that user’s Call forwarding rules.

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Troubleshooting

Voicemail is winning the race. Shorten the no-answer ring time, or make sure forwarding is ordered ahead of voicemail.
Personal settings in the 8x8 app don’t govern calls arriving via a ring group or auto attendant. Make the change in the Admin Console on the object your number actually rings.
Caller ID isn’t passing through. Find the caller ID option for forwarded calls and select the original caller’s number.
You’ve likely configured one condition but not the others. Check no-answer, busy, and offline are all set.
A known 8x8 behaviour. Check that the forwarding rule is set on the condition actually being hit, and that the ring duration expires before voicemail takes the call.
Expected. Once 8x8 hands a call to an external number, it belongs to that number — it won’t route back, and an unanswered call lands in the destination’s voicemail rather than yours.
Texts to your 8x8 number are not forwarded. See How call forwarding works.