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Prerequisites

Before you begin, ensure you have:
  • An 8x8 account with admin access to the 8x8 Admin Console
  • A phone number or extension in 8x8 that will receive customer calls
  • A valid license assigned to the extension (call forwarding rules are not available without an assigned license)

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Step 1: Sign Up for IrisAgent

You can sign up for IrisAgent in one of two ways: by connecting your ticketing platform or using public website as knowledge source.

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Step 2: Set Up Call Forwarding in 8x8

Next, configure 8x8 to route incoming calls to your IrisAgent Voice AI.

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Access Call Forwarding Settings

  1. Sign in to the 8x8 Admin Console
  2. Navigate to Users from the left-hand menu
  3. Click the Edit (pencil icon) to the right of the extension you wish to configure
  4. Select Call forwarding rules

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Configure Call Forwarding to IrisAgent

  1. Click the Edit (pencil icon) next to the Forward all calls rule to enable it
  2. Select Selected Users or External Numbers as the forwarding destination
  3. Enter the external phone number provided by the IrisAgent team
  4. Click Add to the List to add the number to the forwarding rule
  5. Configure ring options:
    • Set the number of seconds the call should ring before moving to the next option
    • Select Sequentially or Simultaneously depending on your preference
  6. Click Save to save the forwarding rule
  7. Click Save again to save the user profile
Note: When entering the IrisAgent phone number, include the full country code (e.g., +1 for US numbers).

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(Optional) Set Up Time-Based Forwarding

If you want IrisAgent Voice AI to handle calls only during specific hours (e.g., after business hours), you can create a custom forwarding rule instead:
  1. In the Call forwarding rules section, click Add New Rule
  2. Give the rule a descriptive name (e.g., “IrisAgent Voice AI”)
  3. Under When to Apply this Rule, select Recurring Schedule and set the days and time range when the rule should be active
  4. Under Forward Calls to, select Selected Users or External Numbers
  5. Enter the external phone number provided by the IrisAgent team and click Add to the List
  6. Click Save to save the rule, then save the user profile

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Step 3: Test Your Integration

After completing the setup, verify that calls are routing correctly to IrisAgent Voice AI.

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Make a Test Call

  1. Call the phone number you configured from an external phone (not an 8x8 line)
  2. You should hear the IrisAgent Voice AI greeting
  3. Test a few common customer queries to ensure responses are working as expected