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# 8x8

8x8 has no direct connection to Reception.ai, so you connect it with call forwarding. Your receptionist answers on its own Reception.ai number, and a forwarding rule on your 8x8 extension sends calls to it. Callers keep dialing your 8x8 number.

First, go to **Receptionists**, select the **Phone** tile, and get a number. See [Phone numbers](/docs/reception-ai/phone-numbers/overview).

> **Note**
>
> 8x8 forwards a number only when it's assigned to a licensed user. A direct number without a user,
> or a user without a license, has no forwarding rules. To forward your main number, assign it to a
> user, or forward from an auto attendant menu option.

## Set a forwarding rule

### Open the user's forwarding rules

In the 8x8 Admin Console, select **Users**, then the **Edit** (pencil) icon next to the extension. Select **Call forwarding rules**, then **Edit**.

### Choose when the receptionist answers

Pick the scenario and enter your receptionist's number as an external number, including the country code (for example, `+14155550123`):

| Scenario                               | Destination                                                                 |
| -------------------------------------- | --------------------------------------------------------------------------- |
| **Forward all Calls**                  | **Selected User or Service**, then the receptionist's number                |
| **When User does not Answer the Call** | Set the ring time in seconds, then **Forward Directly To** the receptionist |
| **When User is Busy**                  | **Selected Users or External Numbers** or **Forward Directly To**           |
| **When Internet Connection is Down**   | The receptionist's number, so calls are answered during an outage           |

### Save

Select **Save**, then save the user profile.

## Forward after hours

Admins can add a new rule with a time condition. Set **Time** to **Recurring Schedule** for the hours outside your business hours, and forward those calls to your receptionist's number. Set **Callers** to **Anyone**.

Ring groups have the same scenarios, such as **When no one in ring group answers**, so you can forward a group's unanswered calls to the receptionist too.

## What to know

* **Caller ID:** 8x8 shows the caller's number exactly as it reached 8x8, and you can't change it. Your receptionist sees the caller's number and can recognize returning callers.
* **No return to 8x8 voicemail:** Once 8x8 forwards a call, it doesn't come back to your 8x8 voicemail. Your receptionist handles the call from there.
* **Costs:** Ask your 8x8 account team whether your plan charges for calls forwarded to outside numbers.

## Test it

Call your 8x8 number from another phone at a time when the rule you set applies. Check that your receptionist answers, then open **Inbox** and confirm the conversation shows your phone's number. See [Testing](/docs/reception-ai/receptionist/testing).

## Troubleshooting

| Problem                                                          | What to check                                                                                                                                                                                                                     |
| ---------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| There's no **Call forwarding rules** option                      | Assign the number to a user and give that user a license.                                                                                                                                                                         |
| Calls never reach the receptionist                               | Call the receptionist's number directly. If that works, check that the external number includes the country code.                                                                                                                 |
| Unanswered calls go to voicemail instead                         | Check the ring time in **When User does not Answer the Call**, and that its destination is the receptionist, not **Voicemail**.                                                                                                   |
| Callers are asked to press a key before the receptionist answers | [Spam protection](/docs/reception-ai/receptionist/call-handling#verify-caller-identity) asks callers whose number isn't verified to press a key. Forwarded calls can arrive unverified. Turn it off if this affects real callers. |