8x8 — After-Hours Setup
How to forward after-hours calls to PupPilot on 8x8.
How 8x8 Works
8x8 is a general-purpose UCaaS platform. Call routing is managed through the 8x8 Admin Console. Key concepts: Auto Attendant (IVR with time-based rules), Ring Groups (sets of phones that ring together), Call Queues, and Business Hours Schedules.
Call Flow
Open Hours
Caller
Main Number
Auto Attendant
Desk phones ring
After Hours
Caller
Main Number
Auto Attendant
Forward
PupPilot answers
Setup Steps
1
Log in to the 8x8 Admin Console
Sign in by opening a web browser and going to login.8x8.com. Log in to the application panel, then select the Admin Console tile. You can also access it via apps.8x8.com.
2
Navigate to Auto Attendants
In the Admin Console, click Auto Attendants from the left navigation. Click the Edit (pencil icon) next to an existing auto attendant or click + Create Auto Attendant.
3
Set Business Hours Schedule
Within the Auto Attendant's settings, navigate to the Schedule section. Under Business Hours, select Create new schedule or edit an existing one. Click the pencil icon next to each day to define open or closed hours. Set the From and To times for open days and click Save. This schedule determines when the Open Hours Menu and Closed Hours Menu rules apply.
4
Configure After-Hours Routing
In the Auto Attendant's Call Handling Menus section, select the Closed Hours Menu tab. Click + Add Key to create a menu option. In the Key manager window, under Please Select, choose Transfer to → External Number. Enter your PupPilot phone number in the Target field and click Save.
5
Save and Test
Save your changes. Call your main number after hours to confirm PupPilot answers.
Important Notes
- 8x8 Auto Attendants use schedules with open, closed, and holiday menus for time-based routing.
- You can set holiday schedules separately under Holiday Exceptions within the Auto Attendant profile.
- Schedules are configured directly within the Auto Attendant settings, not as a standalone top-level menu item.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Verify the forwarding number is correct in the Auto Attendant or call handling settings. Check that the after-hours schedule is active. |
| Desk phones still ring when forwarding should be active | Forwarding may be set at the extension level instead of the main number. Ensure the forwarding applies to the Auto Attendant or trunk-level routing. |
| Internal number doesn't ring desk phones | Verify the Ring Group has a DID assigned and the correct extensions are added. Check at Home → Ring Groups in the Admin Console. |
| Calls loop between PupPilot and your system | The internal number's no-answer fallback is forwarding to PupPilot. Change it to voicemail immediately. |