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Hi All,
We have just moved over to 8x8 and have a big issue with call routing and would like to know if this is expected behaviour.

For us, it is doing the following for each status:

Teams call                        - Goes to voicemail
DND                                    - Goes to voicemail
Busy                                   - Follows forwarding rule for when user does not answer
Available                            - Follows forwarding rule for when user does not answer
Away                                   - Follows forwarding rule for when user does not answer
Appear offline                   - Follows forwarding rule for when user does not answer
Decline call                        - Follows forwarding rule for when user does not answer immediately
Log out and quit 8x8       - Follows forwarding rule for when user does not answer

For clients, this not a great experience as the phone will ring and prolong a call being answered.  What we need is, the phone to only ring when "Available".  In all other scenarios, it should go straight to the next hop in forwarding rules.  That should be colleague or a call queue.

I would appreciate if you have this experience and any ideas to help overcome this.

Thanks

Hi Vikash,

Is this in relation to 8x8 Work only or also 8x8 VCC calls?

Hi Jonathan, 

We have 8x8 Work with our Reception team having X4 with front desk enabled. and several Call queues set up to deal with call when users are not available so it doesn't go voicemail during business hours.  Our users are a mixture or Desktop App, Web App and Phone App.

Thanks

Vikash

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Vikash Mistry
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