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Overview

8x8 customers can set up call forwarding to enable your Recepta.ai voice agent to answer incoming calls. This guide walks you through the complete setup process, from obtaining your Recepta.ai phone number to configuring 8x8’s call forwarding rules.

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Getting Your Recepta.ai Phone Number

Before configuring 8x8, you’ll need to obtain your dedicated Recepta.ai phone number.
1

Access Your Dashboard

Navigate to your Recepta.ai dashboard at https://recepta.ai/dashboard
2

Locate Your Phone Number

Your Recepta.ai phone number will be displayed prominently in the dashboard. Copy this number as you’ll need it for the 8x8 configuration.Recepta.ai Phone Number Location
3

Complete Agent Setup

Ensure you have completed setting up your AI voice agent’s call instructions and configuration before proceeding with call forwarding.
Keep your Recepta.ai phone number handy - you’ll need to enter it into 8x8’s forwarding settings.

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Configuring Call Forwarding in 8x8

8x8’s interface may change over time. For the most current instructions, we recommend consulting 8x8’s official documentation. The general configuration process follows these steps:

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Setup Instructions

1

Log into 8x8 Portal

Access your 8x8 account through their web portal
2

Navigate to Settings

Go to Settings → Account Settings
3

Access Call Forwarding Rules

Select Call Forwarding Rules and click the edit icon
4

Enter Recepta.ai Number

In the Select target field, enter your Recepta.ai phone number. The system will recognize it as an external number.
5

Save Configuration

Save changes at both the rule level and the page level to ensure your settings are properly applied.
6

Test Your Setup

Make a test call to verify calls are routing correctly to your Recepta.ai voice agent.

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Call Forwarding Strategies

Choose the strategy that best fits your business needs:
Best for: Businesses wanting complete AI automationSetup: Forward all calls directly to Recepta.ai phone numberBenefits:
  • No missed calls
  • Consistent service 24/7
  • Reduced operational costs
  • Instant call pickup
Best for: Businesses preferring human touch with AI backupSetup: Ring team for 5-10 seconds, then forward to Recepta.aiBenefits:
  • Prioritize human interaction
  • AI handles overflow and after-hours
  • No calls go to voicemail
  • Flexible coverage
Keep ring times under 10 seconds maximum. Many callers will hang up if they wait too long.
Best for: Businesses with defined operating hoursSetup: Different routing for business hours vs after-hoursBenefits:
  • Optimize for different times
  • Cost-effective coverage
  • Flexible scheduling
  • Custom holiday routing

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Important Configuration Tips

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Ring Time Management

Critical: Do not allow more than 10 seconds ring time before forwarding to Recepta.ai.Many callers will hang up if they wait too long, defeating the purpose of having AI coverage.
If you choose to ring your personal cell phone before falling back to Recepta.ai:
  • Maximum Ring Time: 5-8 seconds (10 seconds absolute maximum)
  • Sequential Mode: Ensure phones ring one after another, not simultaneously
  • Test Thoroughly: Make multiple test calls to verify timing

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Preventing Infinite Call Loops

Avoid Infinite Loops: If your Recepta.ai agent has you as a transfer destination, the transfer number must be different from your main 8x8 number.
Safe Configuration Example:
  • Main 8x8 Number: Forwards to Recepta.ai → ✅ Correct
  • AI Agent Transfer Destination: Your direct cell phone → ✅ Correct
  • ❌ WRONG: AI transfers back to main 8x8 number (creates loop)

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Advanced Configuration Options

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Business Hours Routing

Configure different routing rules based on your business hours:

During Business Hours

Route to your team first, then overflow to Recepta.ai for busy or unanswered calls

After Hours

Route all calls directly to Recepta.ai for 24/7 coverage

Holidays

Set special routing rules for holidays and special occasions

Peak Times

Use Recepta.ai during high-volume periods to ensure no calls are missed

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Multi-Level Routing Strategy

For businesses that want a hybrid approach:
1

Primary Reception

Ring main reception desk for 5 seconds
2

Team Queue

If unanswered, ring available team members for 5 seconds
3

AI Fallback

Finally forward to Recepta.ai to ensure no calls are missed

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Testing Your Configuration

Thorough testing ensures your setup works correctly in all scenarios:
1

Test Basic Forwarding

Call your 8x8 number to verify it forwards to Recepta.ai
2

Test Business Hours

If configured, test during and outside business hours
3

Test Sequential Routing

If using sequential routing, verify proper fallback timing
4

Test Call Transfers

Verify AI agent transfers work without creating loops
5

Review Call Logs

Check logs in both 8x8 and Recepta.ai dashboards

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Troubleshooting

Diagnostic Steps:
  • Verify correct Recepta.ai phone number is entered in 8x8
  • Check that call forwarding rule is enabled and active
  • Ensure your Recepta.ai agent is configured and active
  • Review 8x8’s call flow settings
  • Make test call and review logs in both systems
Common Causes:
  • Typo in Recepta.ai phone number
  • Forwarding rule not saved properly
  • Conflicting call handling rules
  • AI agent not active
Solutions:
  • Reduce ring time before forwarding (max 10 seconds)
  • Ensure Recepta.ai is set as primary forwarding destination
  • Disable or extend voicemail delay in 8x8 settings
  • Check that forwarding rule takes precedence over voicemail
Best Practice: Set ring time to 5-8 seconds to ensure AI pickup before voicemail
Solutions:
  • Use different phone numbers for transfers
  • Never forward 8x8 number to itself
  • Configure AI transfers to direct lines (cell/desk phones)
  • Review complete call flow logic
  • Document your routing to avoid loops
Example Safe Setup:
Caller → 8x8 Main → Recepta.ai → Transfer to Cell Phone
(Each step uses a different number)
Solutions:
  • Verify stable internet connection
  • Check 8x8’s system status page
  • Review call logs in both 8x8 and Recepta.ai dashboards
  • Contact Recepta.ai support if issues persist
  • Test from different phone numbers/locations

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Monitoring and Analytics

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Tracking Performance

8x8 Analytics

Monitor call volume, routing patterns, and forwarding statistics

Recepta.ai Dashboard

Track AI performance, conversation quality, and outcomes

Call Logs

Review detailed logs from both systems to identify issues

Quality Metrics

Measure customer satisfaction and agent performance

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Key Metrics to Monitor

  • Call Answer Rate: Percentage of calls successfully handled
  • Average Wait Time: Time before AI picks up
  • Transfer Rate: How often AI transfers to humans
  • Call Duration: Length of AI conversations
  • Customer Satisfaction: Ratings and feedback
  • Cost Savings: Compare to previous solution

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Best Practices

Minimize Wait Time

Keep ring times under 10 seconds to reduce caller drop-off

Test Regularly

Test your setup monthly to catch configuration changes

Configure Holidays

Set up special routing for holidays and special events

Monitor Analytics

Review performance weekly to identify issues early

Update AI Knowledge

Keep your AI agent’s knowledge base current

Document Setup

Keep records of your configuration for troubleshooting

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Next Steps

After configuring call forwarding:

Configure Your Agent

Customize your AI agent’s responses and behavior

Set Up Transfers

Configure call transfer destinations and rules

Add Knowledge Base

Train your AI agent with company-specific information

View Analytics

Monitor performance and optimize call handling

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Need Help?

8x8 Support

Visit 8x8’s support for platform-specific questions

Schedule Demo

Book a personalized walkthrough with our team

Documentation

Browse our comprehensive documentation