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 at admin.8x8.com with admin credentials.
2
Set Unconditional Forwarding
Navigate to your main number's call handling settings. Set all calls to Forward to External Number → 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
Ring Groups and create a new 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
Configure the ring group's no-answer behavior to go to voicemail. Set 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 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. |