Open for 8x8

8x8 remains your phone system. Users, extensions, dial plans, voicemail, and the 8x8 admin console all stay in place. Open joins as a SIP destination — practically that means a routing rule on a ring group, a queue, or a Contact Center skill that sends inbound legs to Open. The calls you opt-in to AI flow through Open; everything else keeps working untouched.

For 8x8 Work, the cleanest pattern is to add Open as an external SIP target on a queue or auto-attendant branch. 8x8 supports SIP forwarding to external trunks for tenants on the appropriate plans. The inbound INVITE lands on Open, the AI picks up, and the rest of the conversation runs over standard SIP/RTP.

For 8x8 Contact Center, Open is configured as an external routing destination on a queue or skill. Calls matching that skill hand off to Open via SIP, the AI handles the conversation, and escalations transfer back into a Contact Center skill via SIP REFER — with the live transcript and detected intent attached.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools, and acts — looking up records, creating tickets, scheduling callbacks, sending payment links, or warm-transferring to a human 8x8 agent. Every call is recorded and trace-logged.

Billing stays predictable. 8x8 keeps invoicing your seats and minutes. Open charges per resolved conversation, with no markup on 8x8 minutes and no extra 8x8 seats needed for an AI front-line.