Skip to main content
In order for your calls to be routed to Avoca, your team needs to ensure that call forwarding is set up to route to an external number (your Avoca number). Once you’ve received the number from your Customer Success Manager, follow the steps below.
Each business’s 3CX setup is slightly different — if these instructions don’t match what you see, reach out to your Avoca Customer Success Manager or 3CX customer support for assistance.

​
Setting Up Avoca for After-Hours

1

Open Call Forwarding → Away

Log into 3CX and navigate to Settings in the left sidebar, then click Call Forwarding and Away.
3CX Call Forwarding Away status settings
2

Forward external calls to your Avoca number

Open the “Forward external calls to” menu and select External Number. Enter your Avoca number in the field to the right.
You may need to remove any parentheses and spaces so the number is formatted in a way 3CX understands.
3CX external number forwarding field
3

Verify the save

Changes save automatically, but refresh the page and confirm the number is still there.
4

Repeat for the other away statuses

Repeat step 2 for Do Not Disturb, Lunch, and Business Trip so you’re forwarding to Avoca in all after-hours cases.
You may also need to configure your global office hours under Settings → Time Zone & Office Hours, depending on your setup.
5

Set your schedule

Navigate to Call Forwarding → Schedule and enter your call center hours. Enable “Automatically switch status to Available during office hours” — this makes the overflow setup below work reliably.
3CX schedule settings with automatic status switching

​
Setting Up Avoca for Overflow

This makes your phones ring first during business hours, then forwards to Avoca if nobody answers.
1

Open Call Forwarding → Available

Open the Call Forwarding → Available menu.
2

Set the no-answer timeout

Under Unanswered Calls, set the No Answer Timeout. Best practice is typically 15–20 seconds — the window your CSRs have to pick up before overflow goes to Avoca.
3

Forward unanswered calls to Avoca

Under Unanswered Calls, set “Forward external calls to” → External Number and enter your Avoca number.
4

Forward busy calls to Avoca

Under Busy or not Registered, set “Forward external calls to” → External Number and enter your Avoca number.
5

Accept multiple calls

Check “Accept multiple calls” at the bottom (if appropriate for your setup).
3CX Available status overflow settings
Once you’ve completed this process, place a test call during business hours for overflow, and a call after-hours, to ensure routing is working correctly. This final step matters because the process can differ slightly for each company on 3CX depending on your setup.