Integrations

VoIP Integration via Call Forwarding

View as Markdown

Overview

Gail integrates with your existing VoIP phone system through call forwarding, allowing you to maintain your current phone numbers while adding AI-powered call handling capabilities. This integration method works with virtually any VoIP provider without requiring direct system access or complex configurations.

How It Works

Gail operates as a call handling partner that receives forwarded calls from your VoIP system:

  1. Customer calls your main office number (your existing VoIP line)
  2. VoIP system forwards the call to your assigned Gail phone number
  3. Gail answers and handles the call using AI-powered agents
  4. You receive transcripts and call logs through your Gail dashboard

This integration method means Gail works alongside your existing phone system rather than replacing it. You maintain full control of your VoIP settings and phone numbers.

Key Benefits

No System Changes Required
Keep your existing VoIP provider, phone numbers, and system configuration. Gail integrates through simple call forwarding rules that you control entirely from your VoIP dashboard.

Flexible Call Routing
Choose which calls to route to Gail based on time of day, specific phone lines, or call conditions. Forward all calls during off-hours or selectively route overflow calls during peak times.

AI-Powered Call Handling
Gail’s AI agents answer calls professionally, handle customer inquiries, schedule appointments, take messages, and transfer important calls back to your team when needed.

Complete Call Documentation
Every call handled by Gail includes detailed transcripts, summaries, and call logs accessible through your dashboard. Never miss important information from customer interactions.

Setup Requirements

Before you begin, ensure you have:

  • An active Gail account with at least one phone number assigned
  • Admin access to your VoIP system dashboard
  • Your Gail phone number (found in your Gail dashboard under Phone Numbers)

Setting Up Call Forwarding

The exact steps vary by VoIP provider, but the general process is similar across all systems.

Step 1: Locate Your Gail Phone Number

  1. Sign into your Gail account
  2. Navigate to Phone Numbers in the main navigation
  3. Copy your assigned Gail phone number (this is where calls will be forwarded)

If you don’t have a Gail phone number yet, you can purchase one through the Gail dashboard.

Step 2: Access Your VoIP Call Forwarding Settings

The location of call forwarding settings varies by provider:

  • RingCentral: Admin Portal → Phone System → Call Handling & Forwarding
  • 8x8: Configuration Manager → Extensions → Call Forwarding
  • Vonage: Online Account → Extensions → Call Forwarding Rules
  • Nextiva: Admin Portal → Users → Call Forwarding
  • Generic VoIP: Look for “Call Forwarding”, “Call Rules”, or “Auto Attendant” settings

Step 3: Configure Call Forwarding Rules

Set up call forwarding to send calls to your Gail number:

  1. Select the phone line or extension you want to forward
  2. Choose your forwarding condition:
    • Always Forward: All calls go directly to Gail
    • Forward When Busy: Calls route to Gail when lines are busy
    • Forward When Unanswered: Calls go to Gail after a set number of rings
    • Forward During Specific Hours: Route calls to Gail during off-hours or specific times
  3. Enter your Gail phone number as the forwarding destination
  4. Save your configuration

Make sure to enter your Gail phone number exactly as provided in your dashboard, including the area code. Incorrect formatting may prevent calls from routing properly.

Step 4: Test the Integration

Before going live, test that calls are routing correctly:

  1. From a phone not connected to your VoIP system, call your office number
  2. Verify that the call routes to Gail
  3. Confirm that Gail answers and follows your configured agent script
  4. After the call, check your Gail dashboard for the call log and transcript

Understanding Caller ID with Call Forwarding

When using call forwarding, caller ID behavior depends on your VoIP system’s configuration.

What Happens to Caller ID

When your VoIP system forwards a call to Gail, one of two things typically occurs:

Original Caller ID Passes Through
Some VoIP systems preserve the original caller’s phone number when forwarding. In this case, Gail receives and displays the actual customer’s phone number in call logs.

Forwarding Number Replaces Caller ID
Many VoIP systems replace the original caller ID with your office number during forwarding. This is standard call forwarding behavior—not a Gail limitation.

Whether caller ID passes through or gets replaced is determined by your VoIP provider’s call forwarding implementation. Gail cannot control or modify this behavior.

Why This Matters

If original caller ID is preserved:

  • Gail can identify returning callers
  • Call logs show actual customer phone numbers
  • Follow-up calls can be made to the original number

If caller ID shows your office number:

  • Gail may not recognize returning callers automatically
  • Call logs will show your office number instead of customer numbers
  • You’ll need to reference call transcripts for actual customer contact information

Checking Your VoIP Provider’s Behavior

To determine how your system handles caller ID:

  1. Set up call forwarding to your Gail number
  2. Have someone call your office number from a known phone
  3. Check the Gail call log to see which number appears
  4. If your office number appears instead of the caller’s number, this is your VoIP system’s forwarding behavior

Configuring Caller ID Pass-Through

Some VoIP providers allow you to configure caller ID forwarding:

  • RingCentral: Settings → Caller ID → Enable “Forward caller ID”
  • 8x8: May require contacting support to enable caller ID pass-through
  • Vonage: Call forwarding settings may include caller ID options
  • Check your provider: Search for “caller ID forwarding” or “calling party ID” in your VoIP settings

If you cannot find this setting, contact your VoIP provider’s support team to ask about enabling caller ID pass-through during call forwarding.

What Gail Can and Cannot Do

Understanding Gail’s role in your phone system helps set proper expectations.

✅ Gail CAN:

  • Answer forwarded calls with AI-powered agents
  • Handle customer interactions according to your configured scripts
  • Provide detailed transcripts and call summaries
  • Schedule appointments when integrated with your calendar
  • Take messages and capture customer information
  • Transfer calls back to your team when needed
  • Route calls based on conversation context
  • Create follow-up tasks in integrated systems

❌ Gail CANNOT:

  • Access or modify your VoIP settings (you maintain full control)
  • Control how caller ID appears during forwarding (determined by your VoIP provider)
  • Change your phone system configuration (Gail works independently)
  • Fix caller ID forwarding limitations (this is a VoIP provider feature)
  • Directly integrate into your VoIP system (operates through call forwarding only)

Gail is a call handling partner, not a phone system integrator. Any changes to forwarding rules, caller ID behavior, or phone system configuration must be managed through your VoIP provider’s dashboard.

Common Call Forwarding Configurations

Choose the configuration that best fits your business needs:

Configuration 1: After-Hours Coverage

Use Case: Route calls to Gail outside business hours

  1. Set call forwarding to activate during off-hours (e.g., 6 PM - 8 AM)
  2. Forward to your Gail number during these times
  3. Gail handles calls 24/7 while your team is away
  4. Review call logs and transcripts when you return

Best For: Small teams, single-location businesses, professional services

Configuration 2: Overflow Handling

Use Case: Send calls to Gail when lines are busy

  1. Configure “Forward When Busy” to your Gail number
  2. Gail handles overflow when all team members are on calls
  3. Important calls can be transferred back to available staff
  4. Reduces abandoned calls during peak times

Best For: Sales teams, customer service departments, high call volume businesses

Configuration 3: Selective Line Forwarding

Use Case: Route specific phone lines to Gail

  1. Keep your main line answered by staff
  2. Forward dedicated lines (e.g., support, scheduling) to Gail
  3. Different Gail agents can handle different line types
  4. Allows specialized handling by call type

Best For: Multi-department organizations, businesses with specialized support lines

Configuration 4: Ring-No-Answer Forwarding

Use Case: Forward unanswered calls after several rings

  1. Let phones ring for 15-30 seconds
  2. If unanswered, forward to Gail
  3. Staff can pick up calls when available
  4. Gail ensures no call goes unanswered

Best For: Businesses transitioning to AI call handling, hybrid teams

Configuration 5: Always Forward

Use Case: All calls go directly to Gail

  1. Forward all calls immediately to Gail
  2. Gail becomes your primary call handler
  3. Configure transfer rules for calls requiring human attention
  4. Staff focuses on transferred high-priority calls only

Best For: Fully remote teams, appointment-based businesses, high automation needs

Managing Your VoIP Integration

Updating Forwarding Rules

You can modify call forwarding at any time through your VoIP dashboard:

  1. Access your VoIP provider’s admin portal
  2. Navigate to call forwarding or call handling settings
  3. Adjust forwarding rules, times, or conditions
  4. Changes take effect immediately

Temporarily Disabling Forwarding

To temporarily stop forwarding calls to Gail:

  1. Access your VoIP forwarding settings
  2. Disable or pause the forwarding rule
  3. Calls will route according to your VoIP system’s default behavior
  4. Re-enable when ready to resume Gail call handling

Disabling call forwarding does not affect your Gail account or configuration. You can re-enable forwarding at any time without additional setup.

Monitoring Call Volume

Track how many calls are being forwarded to Gail:

  1. In your Gail dashboard, navigate to Analytics → Call Logs
  2. Review call volume, duration, and outcomes
  3. Adjust forwarding rules based on call patterns
  4. Optimize forwarding times to match peak call periods

Troubleshooting

Calls Not Reaching Gail

If calls aren’t being forwarded:

  • ✅ Verify call forwarding is enabled in your VoIP settings
  • ✅ Check that the Gail phone number is entered correctly (with area code)
  • ✅ Confirm forwarding conditions are met (e.g., time of day, busy status)
  • ✅ Test by calling your number during the forwarding window
  • ✅ Check with your VoIP provider for any forwarding restrictions

Gail Not Answering Forwarded Calls

Ensure:

  • ✅ Your Gail account is active and in good standing
  • ✅ The phone number receiving forwards is assigned in your Gail account
  • ✅ An agent is configured and active for that phone number
  • ✅ Check the Gail status page for any service issues

Poor Call Quality

If call quality is degraded:

  • ✅ Check your VoIP provider’s network status and call quality
  • ✅ Verify your internet connection is stable (for internet-based VoIP)
  • ✅ Contact your VoIP provider about codec settings and quality optimization
  • ✅ Test calls during different times to identify patterns

Wrong Number in Call Logs

If Gail’s call logs show unexpected numbers:

  • ✅ This may be your VoIP system replacing caller ID during forwarding (see “Understanding Caller ID” section above)
  • ✅ Check your VoIP settings for caller ID pass-through options
  • ✅ Contact your VoIP provider about enabling original caller ID forwarding
  • ✅ Review call transcripts for actual customer contact information

Calls Transferring Back Fail

If Gail cannot transfer calls back to your team:

  • ✅ Verify your VoIP system allows inbound transfers from external numbers
  • ✅ Check that transfer destination numbers are correct in Gail’s configuration
  • ✅ Some VoIP systems require whitelisting Gail’s phone number for transfers
  • ✅ Contact your VoIP provider about transfer restrictions

Best Practices

Call Forwarding Strategy

  • Start gradually: Begin by forwarding only after-hours calls before expanding
  • Test thoroughly: Always test forwarding rules before deploying to production lines
  • Document configuration: Keep records of which lines forward to Gail and when
  • Review regularly: Adjust forwarding rules based on call patterns and business needs

Agent Configuration

  • Match your brand: Configure Gail agents to reflect your company’s tone and style
  • Set clear transfer rules: Define when calls should be transferred back to staff
  • Update scripts regularly: Keep agent scripts current with business changes
  • Use appropriate greetings: Customize greetings for different forwarding scenarios

Monitoring and Optimization

  • Review call logs weekly: Identify trends, common questions, and improvement opportunities
  • Track call outcomes: Monitor how successfully Gail handles different call types
  • Gather feedback: Ask staff and customers about their experience with Gail
  • Adjust based on data: Use analytics to optimize forwarding times and agent responses

Communication with Your Team

  • Inform staff: Let your team know which calls are being forwarded to Gail
  • Train on transfers: Ensure staff knows how to handle calls transferred from Gail
  • Set expectations: Clarify which call types Gail handles vs. which go to staff
  • Share call logs: Give team members access to relevant Gail call transcripts

VoIP Provider Relationship

  • Maintain contact: Keep your VoIP provider’s support information accessible
  • Understand limitations: Know your VoIP system’s forwarding capabilities and restrictions
  • Request features: Ask about caller ID pass-through and other forwarding enhancements
  • Plan for changes: Coordinate with your VoIP provider before major system changes

While the general process is similar across providers, here are specific notes for common VoIP systems:

RingCentral

  • Call forwarding settings are under Admin Portal → Phone System
  • Supports time-based forwarding rules with multiple conditions
  • Caller ID pass-through may need to be enabled per extension
  • Allows complex call routing trees with forwarding as one option

8x8

  • Access forwarding through Configuration Manager → Extensions
  • Supports sequential and simultaneous forwarding
  • May require contacting support for caller ID pass-through
  • Good support for ring-no-answer timing configuration

Vonage Business

  • Find settings under Online Account → Extensions
  • Clear interface for setting time-based forwarding
  • Supports multiple forwarding numbers in sequence
  • Good mobile app for managing forwarding on the go

Nextiva

  • Access via Admin Portal → Users → individual user settings
  • Strong support for conditional forwarding rules
  • Allows forwarding to external numbers easily
  • Good integration with mobile devices

Grasshopper

  • Virtual phone system with simple forwarding setup
  • Excellent for small businesses and startups
  • Easy-to-use mobile app for managing forwarding
  • Supports multiple forwarding destinations

If your VoIP provider isn’t listed, the general setup steps apply to virtually all systems. Look for “Call Forwarding”, “Call Routing”, or “Auto Attendant” in your provider’s settings.

Need Help?

If you encounter issues or have questions about VoIP integration with Gail:

Inbound Call Handling

Learn how Gail handles incoming calls

Directory Setup

Configure call transfers and routing

First Gail

Set up and customize your first Gail agent

Call Logs

Review call history and transcripts from forwarded calls