Connecting an AI phone agent to 8x8

8x8 and the AI agent

8x8 also sells SIP trunking. Whether a route to an external SIP destination is possible in your set-up is not publicly documented. That is why forwarding to a phone number is the default route. Your numbers, auto attendant and ring groups in 8x8 stay as they are.

How the integration works

• To the agent: the auto attendant, a ring group or the contact centre forwards to a phone number of the agent. For example on a menu option, outside office hours or when nobody answers.
• Back to your team: the agent transfers to a number of your organisation that you agree with us in advance.
• SIP: check with 8x8.

What your administrator does

1. 1

   Get the agent's number

   We give you a phone number for the agent, either new or ported from your current provider.

2. 2

   Set up forwarding

   In 8x8, set up forwarding or a menu option to the agent's number.

3. 3

   Agree the return number

   Agree with us which number of your team the agent may transfer to.

4. 4

   Test

   Call your own number, follow the route to the agent and check whether the caller's number comes through.

Transfers

The agent makes a cold transfer to a phone number. Warm transfers with 1 or 2 apply to a trunk connection, not to call forwarding. Read more about forwarding calls to the agent's phone number.

Points to watch

• On most plans, forwarding is an outbound call and so uses call minutes.
• Whether the caller's number comes through depends on how 8x8 forwards the call. Test it.

Would you rather move your telephony to Tibinet entirely, with the agent built in? See hosted business telephony. Related pages: RingCentral and Dialpad. All platforms are listed in the integrations overview.

8x8 is a trademark of 8x8, Inc. Tibinet is not a partner of, or affiliated with, 8x8.