Cloud PBX
Open for 8x8
Route an 8x8 queue, ring group, or Contact Center skill to Open and the AI picks up — your 8x8 environment stays unchanged.
- Setup time
- Under 20 minutes
- Auth
- Digest credentials or IP allowlist
- Directions
- Inbound · Outbound · Call transfer
- Pricing
- Included with Open
01 — Overview
Can I add an AI phone agent to my 8x8 phone system?
Yes. 8x8 Work and Contact Center stay as-is. Open is a SIP destination your queues or skills route to when you want AI on a specific class of calls.
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.
What stays the same on 8x8
8x8 users and extensions
Seats, IVRs, dial plans, and voicemail rules don't change.
Numbers and DIDs
All your 8x8 numbers stay on 8x8. No porting required.
8x8 admin console
Manage extensions, queues, and policies as today.
Reporting in 8x8 Analytics
Call logs and reporting continue.
What's new with Open
A SIP routing rule
On the specific queue or skill you want AI'd, you add Open as the destination.
AI handles the conversation
The AI greets, listens, calls your tools, and replies in natural speech.
Transfers carry context
Escalations back to a human 8x8 agent receive the live transcript.
Pricing model
You pay Open per resolved conversation — no extra 8x8 seats needed.
02 — Why this works
The native 8x8 experience
No new seats just for AI
AI on a queue isn't a user — you don't need to expand your 8x8 seat count.
Per-queue opt-in
Pick exactly which 8x8 queues or skills get AI. The rest of the system stays untouched.
8x8 Work + Contact Center, both work
Whether on 8x8 Work or Contact Center (XCaaS), Open slots in as a SIP destination either way.
Warm transfer back to your 8x8 agents
When the AI escalates, your existing 8x8 agents receive the call with the live transcript.
03 — Setup guide
Wire up 8x8 in under 20 minutes
Two trunks — one inbound, one outbound. Both configurable from Settings → SIP in the Open dashboard.
- 1
Open Settings → SIP
Open the inbound trunk configuration.
- 2
Pick a SIP region
Choose Global, US, EU, or APAC.
- 3
Copy the SIP credentials
Grab the SIP endpoint, username, and password.
- 4
Pick the 8x8 target
Decide which queue, ring group, or Contact Center skill should route to AI.
- 5
Add Open as a SIP destination
In 8x8 Work admin: queue → External Forwarding → SIP URI. In Contact Center: skill → Routing → External SIP destination.
- 6
Add the matching numbers to Open
Under Phone Number (DID), add the 8x8 DIDs that fronted the queue.
- 7
Assign numbers to an AI agent
Channels → Phone → Agents → assign DIDs.
- 8
Place a test call
Dial an 8x8 number and confirm Open answers.
04 — Configuration
Settings → SIP, at a glance
A real inbound trunk for 8x8 looks something like this. Yours are generated when you open Settings → SIP.
Inbound trunk · 8x8
Sample
- SIP endpoint
- sip.us.opencx.comUS region
- Transport
- TLSrecommended
- Username
- open_inbound_8x8…
- Password
- ••••••••••••••••
- 8x8 target
- Queue / Skill
05 — Security
Encrypted, audited, refundable
SIP over TLS for signaling, SRTP for media. Every call is logged with full reasoning traces. SOC 2 Type II, GDPR-aligned, HIPAA- and PCI-ready. Backed by the Open $2M Refund Guarantee.
06 — FAQ
