---
title: "Configuring ICA Voice"
slug: "configuring-ica-voice"
updated: 2026-05-19T11:55:13Z
published: 2026-05-21T21:28:57Z
canonical: "help.8x8.com/configuring-ica-voice"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configuring ICA Voice

## Objective

This guide will cover how to configure calls to go to your Cognigy bot via the Cognigy Voice Gateway. If you are having issues with your ICA Voice chatbot, these steps will help diagnose potential issues.

> [!NOTE]
> Note:
> 
> Setup and configuration of the Voice Gateway must be performed by 8x8 Professional Services.

## Applies To

- 8x8 Contact Center
- Intelligent Customer Assistant (ICA) Voice
- Cognigy

## Forwarding a Script to the Voice Gateway

1. First, you must [assign a phone number to your Contact Center Channels](/documentation/docs/set-up-8x8-contact-center-service-channels) and ensure that the channel is enabled.
2. Go to **Scripts** and create a new inbound phone script.
3. Assign the script to the channel being used for your chatbot.
4. Add a **Forward to External IVR** object in your script.
5. Enter the following in the phone number section of the object:
  - **AdvIvrICA_**[region*]**-**[phone number**]
    - * the instance of the Cognigy Voice Gateway you are forwarding to. Eg. trial, eu, uk, us.
    - ** the phone number of the channel you assigned the script to. Do not include the country code.
  - Example: **AdvIvrICA_trial-01135321376**![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25380)
6. Click **OK** and then **Save**.

## Configure the Voice Gateway Endpoint

1. Log into your Cognigy account.
2. Click on the agent you need to hand over to 8x8.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25381)
3. Expand the **Deploy** tab and select **Endpoints**.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25382)
4. Create a new **Endpoint**.
5. Enter a name for the endpoint
6. Select a **Flow**.
7. Select **VoiceGateway**.
8. Click **Save**.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25383)
9. Copy the **Endpoint URL** and paste it to a text editor for later use.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25384)