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Connecting your Voice Agent to 8x8

This guide walks through how to route your 8x8 phone number to your voice agent, including how to configure call forwarding for both single users and ring groups.

Note, this process may vary slightly based on your current configuration in Verizon

Overview

To connect a voice agent with 8x8, you’ll:

  1. Access the Admin Console
  2. Configure call forwarding for your main number
  3. Route calls to a voice agent number
  4. Set up a ring group or user fallback for human support

Your setup will vary slightly depending on whether you are using a single user or a ring group.

Prerequisites

Before getting started, make sure you have:

  • Access to your 8x8 Admin Console
  • At least one active phone number
  • Your Yonder voice agent phone number 
  • A fallback number

Step 1: Access the Admin Console

  1. Log into your 8x8 Admin Console
  2. Identify your current setup:
    • Single user setup (one user handles calls)
    • Ring group setup (multiple users receive calls)

Step 2: Route Your Main Number to the Voice Agent

Locate your main business number (the number customers call).

Option A: Single User Setup
  1. Navigate to the User associated with the number
  2. Locate Call Forwarding settings
  3. Enable call forwarding
  4. Enter your voice agent phone number
  5. Set forwarding behavior:
    • Always forward (recommended for 24/7 coverage)
    • Or configure a custom schedule
Option B: Ring Group Setup

If multiple users receive calls, you’ll update the ring group instead.

  1. Navigate to Ring Groups
  2. Select the appropriate ring group
  3. Locate the main number assigned to the group
  4. Update call handling to:
    • Forward all calls to the voice agent number

This ensures:

  • All incoming calls are routed to the voice agent first

Step 4: Configure Ring Behavior (Optional)

For ring groups:

  • Ensure all intended users are included
  • Configure ring duration and behavior
  • If no one answers:
    • Route to voicemail

This ensures a smooth experience when calls are transferred back to your team.

Final Call Flow

Once configured, your system will work like this:

  1. Customer calls your main business number
  2. Call is forwarded to the voice agent
  3. Voice agent answers the call
  4. If a human is requested:
    • Call is transferred to the fallback number or ring group
  5. If no one answers:
    • Call goes to voicemail

Optional: Time-Based Routing

You can customize when calls are forwarded:

  • 24/7 forwarding (recommended for full coverage)
  • Business hours only
  • After-hours only

Configure this within your call forwarding settings.

Tips & Best Practices

  • Use ring groups when multiple team members should receive calls
  • Use 24/7 forwarding for consistent voice agent coverage
  • Ensure fallback routing includes voicemail as a backup
  • Test both voice agent and human transfer flows
  • Keep configurations consistent across users or groups

 

Frequently Asked Questions

  1. Where do I find my Yonder Voice Agent phone number?
    To access your Voice Agent phone number, head to the Yonder Dashboard and click on Voice -> Setup. You will see your number at the top where it says "You can call your number at +18881234567."
  2. Where do I add my fallback number?
    To add your fallback number, head to the Yonder Dashboard and click on Voice -> Setup. You will see "Forward to Staff", add your fallback number here.
  3. Do I need a fallback number?
    Yes. Fallback numbers are required so when a guest requests to talk to a team member, the Voice Agent can successfully forward the call. You'll want to ensure the fallback number is different than the main business number guests call.

Have other questions? Contact support@yonderhq.com.