***
title: VoIP Integration via Call Forwarding
description: >-
Connect your existing VoIP phone system with Gail through call forwarding to
enable AI-powered call handling
-------------------------------
## 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](https://gail.lula.com)
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
***
## Popular VoIP Provider Guides
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:
* Visit the [Gail Support Center](https://support.meetgail.com)
* Contact your Gail customer success manager
* Email support at [support@meetgail.com](mailto:support@meetgail.com)
* Contact your VoIP provider for system-specific forwarding questions
***
## Related Resources
Learn how Gail handles incoming calls
Configure call transfers and routing
Set up and customize your first Gail agent
Review call history and transcripts from forwarded calls