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Simple AI connects to 8x8 over a SIP trunk. 8x8 Contact Center keeps routing, queues, and agent state; Simple AI handles the conversations routed to it and hands them back for live agent escalation.

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What You Can Do

  • Inbound routing — 8x8 answers the call, runs IVR and queue routing, then transfers it to Simple AI’s SIP endpoint.
  • Outbound campaigns — the 8x8 dialer handles pacing and compliance, and transfers connected calls to Simple AI.
  • Direct outbound — Simple AI places calls through the trunk with your existing caller ID.
  • Live agent escalation — Simple AI transfers back to an 8x8 queue, agent, or external number.
  • Context on transfer — call metadata rides along in X- prefixed SIP headers for screen pop and CRM lookup.

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How It Connects

  1. 8x8 receives the call and runs your IVR script and routing rules.
  2. A transfer sends the call to Simple AI over the SIP trunk.
  3. Simple AI runs the conversation and transfers back when escalation is needed.
  4. 8x8 queues the returned call and delivers it to an agent with the transferred context.

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Setup

  1. Configure a SIP trunk from 8x8 to Simple AI’s SIP endpoint, and allowlist our signaling and media IPs.
  2. Give your account team the 8x8 endpoint, auth details, and the numbers involved in E.164 format.
  3. Point the IVR or queue rules that should use the AI at the transfer destination, and set a return destination for escalation.
  4. Test inbound, outbound, and escalation, verifying caller ID, audio, DTMF, and agent-side context.
Your account team configures the Simple AI side. Contact support@usesimple.ai to get started.