Nextiva — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on Nextiva with live transfer.
How Nextiva Works
Nextiva is a general-purpose UCaaS platform. Call routing is managed through the Nextiva Voice Admin Dashboard. Key concepts: Call Flows (visual routing builder), Business Hours Schedules, Call Groups (Nextiva's term for hunt groups), and Auto Attendant.
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 Call Group DID (PupPilot's way to reach your staff).
Part A — Forward Your Public Number to PupPilot
1
Log in to Nextiva Voice Admin
Sign in to the Nextiva Voice Admin Dashboard.
2
Set All Calls to Forward
Edit your main number's call flow. Remove any time-based branching and set all calls to Forward to External Number → PupPilot phone number.
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 Nextiva, create a Call Group (hunt group) with its own DID.
Prevent Call Loops
The Call Group's no-answer routing must go to voicemail, not back to PupPilot. Otherwise calls will loop infinitely.
1
Create a Call Group
In the Nextiva Admin Dashboard, navigate to
Users → Call Groups. Create a new call group (e.g., "Front Desk") and add the extensions you want to ring.2
Assign a DID
Assign an available phone number (DID) to this call group. If no DIDs are available, contact Nextiva at 1-800-799-0600 to provision one.
3
Set No-Answer to Voicemail
Set the call group's no-answer timeout to ~25 seconds and the fallback to voicemail. Do NOT forward to PupPilot.
4
Share the DID with PupPilot
Provide the call group's phone number to your PupPilot contact for call transfers.
5
Test the Internal Number
Call the call 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 | Check that the call flow has the correct PupPilot number in the forwarding action. Verify the business hours schedule is accurate. |
| Call flow changes not taking effect | Make sure you saved the call flow. Changes are not applied until saved and published. |
| Call Group doesn't ring desk phones | Verify the call group has members and a DID assigned. Check at Users → Call Groups. |
| Calls loop between PupPilot and your system | The call group's no-answer fallback is forwarding to PupPilot. Change it to voicemail. |