8x8 — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on 8x8 with live transfer.
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
Inbound
Caller
Main Number
Forward
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Clinic phones ring
Staff answers
Two numbers: the public number (always routes to PupPilot) and the internal number (PupPilot's way to reach your staff).
Part A — Forward Your Public Number to PupPilot
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.
2
Set Unconditional Forwarding
The method depends on how your main number is configured. If it routes to an Auto Attendant: Edit the Auto Attendant, go to Call Handling Menus → Open Hours Menu, click + Add Key, choose Transfer to → External Number, and enter the PupPilot phone number. If it's assigned to a user/extension: Click Users, edit the user, select Call forwarding rules, edit Forward all Calls, and enter the PupPilot phone number. This should apply 24/7.
3
Save and Test
Call your main number. PupPilot should answer immediately and your desk phones should remain silent.
Part B — Set Up Your Internal Number
PupPilot needs a second number to transfer callers back to your staff. In 8x8, you'll set up a Ring Group with its own DID.
Prevent Call Loops
The internal number must NOT forward unanswered calls to PupPilot. Set the no-answer fallback to voicemail to prevent call loops.
1
Create a Ring Group
In the Admin Console, go to
Home → Ring Groups and click + Create Ring Group (e.g., "Front Desk – Transfer"). Add the desk phone extensions you want to ring.2
Assign a DID to the Ring Group
Assign an available phone number (DID) to this ring group. If no spare DIDs are available, contact 8x8 support at 1-888-898-8733 to provision one.
3
Set No-Answer to Voicemail
In the Ring Group's settings, navigate to Call Forwarding Rules. Click Edit (pencil icon) for the When no one answers scenario. Select Voicemail as the destination. Set the Total time to alert a member (ring timeout) to ~25 seconds. Do NOT forward to PupPilot.
4
Share the DID with PupPilot
Provide the ring group's DID to your PupPilot contact. This is the number PupPilot will dial to transfer callers to your staff.
5
Test the Internal Number
Call the ring group DID. Your desk phones should ring. Don't answer — should go to voicemail, not PupPilot.
Test the Full Flow
1
Call your public number
PupPilot should answer. Your desk phones should NOT ring.
2
Call your internal number
Your desk phones should ring. Pick up — the call connects.
3
Call your internal number and don't answer
Should go to voicemail, NOT back to PupPilot.
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. |