Calls and messaging
Connect 8x8 call queue overflow
Configure the relevant 8x8 Work or Contact Center queue to route selected overflow calls to PrimaReply.
PrimaReply becomes the final destination only for the calls you choose.
Customer calls
Your existing business number
Your current setup
Greeting, menu and reception stay in place
Nobody answers
The queue reaches its timeout or closes
PrimaReply follows up
The caller can explain what they need by text
Important: the forwarded call must preserve the customer’s original caller number so PrimaReply knows whom to text.
Identify the 8x8 product
The available controls differ between 8x8 Work call queues and 8x8 Contact Center. Confirm which product receives the business's main calls before changing routing.
8x8 Work call queue
- Sign in to the 8x8 Admin Console.
- Open Home → Call Queues.
- Select the reception queue.
- Preserve primary and secondary members.
- Review the maximum calls, alert time and current queue behaviour.
- Open the queue's call-forwarding rules.
- Configure the applicable overflow/no-answer destination to the PrimaReply number where supported.
- Save.
8x8 Contact Center
Contact Center channel rerouting can send selected voice channels to an external number through a routing plan. Because this may affect an entire channel, ask the 8x8 administrator to confirm the intended scope before activating it.
Verify safely
Start the PrimaReply forwarding test, call the normal business number and allow the chosen queue condition to occur. Confirm the connection receives the original caller ID.
If the option is missing
8x8 features vary by product and plan. Send the provider-managed request to the 8x8 administrator rather than changing unrelated disaster-recovery routing.
Official 8x8 instructions
Related guides
See this workflow in PrimaReply
Learn how the product handles customer enquiries, or create a free workspace and test it with your own business details.