> ## Documentation Index
> Fetch the complete documentation index at: https://docs.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Five9

> Forward calls from Five9 to Avoca for after-hours and overflow coverage

Use this setup if your marketing tracking numbers or ServiceTitan tracking numbers ring into **Five9**, and you want Five9 to forward those calls to your Avoca number.

## Before You Start

* Have your **Avoca forwarding number** ready (provided by your Avoca team).
* Decide whether you want **after-hours** forwarding, **overflow / no-answer** forwarding, or **always forward** (Avoca answers first).

In Five9, you route the inbound call to a point in your flow where Five9 places an outbound leg to an **external PSTN number** (your Avoca number) — either as an IVR step or as a fallback rule when a queue is closed, busy, or times out.

## Overflow Setup in the IVR

<Steps>
  <Step title="Open your IVR">
    <Frame>
      <img src="https://mintcdn.com/avoca/cg6m0ww9A2B7oSkL/images/telephony/five9-ivr.png?fit=max&auto=format&n=cg6m0ww9A2B7oSkL&q=85&s=60e8aa14dea90e35507760ab61d45fdd" alt="Five9 IVR script canvas" width="627" height="493" data-path="images/telephony/five9-ivr.png" />
    </Frame>
  </Step>

  <Step title="Open the AgentTransfer module properties">
    <Frame>
      <img src="https://mintcdn.com/avoca/cg6m0ww9A2B7oSkL/images/telephony/five9-agent-transfer.png?fit=max&auto=format&n=cg6m0ww9A2B7oSkL&q=85&s=61d2c0fb6b166d89de4b9faf8e0e61cf" alt="Five9 AgentTransfer module properties" width="687" height="321" data-path="images/telephony/five9-agent-transfer.png" />
    </Frame>
  </Step>

  <Step title="Go to the Voice Mail tab">
    <Frame>
      <img src="https://mintcdn.com/avoca/cg6m0ww9A2B7oSkL/images/telephony/five9-voicemail-tab.png?fit=max&auto=format&n=cg6m0ww9A2B7oSkL&q=85&s=2dd8e76da65c54d13cb996f2ed0b1a2b" alt="Five9 Voice Mail tab" width="705" height="273" data-path="images/telephony/five9-voicemail-tab.png" />
    </Frame>
  </Step>

  <Step title="Uncheck 'Leave Voicemail'">
    This prevents calls from dropping into voicemail instead of overflowing to Avoca.

    <Frame>
      <img src="https://mintcdn.com/avoca/cg6m0ww9A2B7oSkL/images/telephony/five9-leave-voicemail.png?fit=max&auto=format&n=cg6m0ww9A2B7oSkL&q=85&s=32df1a793d9b8ba3f21854cbf75aa274" alt="Five9 Leave Voicemail checkbox unchecked" width="706" height="270" data-path="images/telephony/five9-leave-voicemail.png" />
    </Frame>
  </Step>

  <Step title="Set Max Queue Time and the transfer number">
    In the **General** tab, set a suitable **Max Queue Time** so the caller stays on the line until the call moves to the next module, and set **Agent Transfer** to the phone number Avoca shared with you.

    <Frame>
      <img src="https://mintcdn.com/avoca/cg6m0ww9A2B7oSkL/images/telephony/five9-max-queue-time.png?fit=max&auto=format&n=cg6m0ww9A2B7oSkL&q=85&s=ec61d1c16b3a53a5a6b30072d3cd76e3" alt="Five9 General tab with Max Queue Time and transfer number" width="706" height="387" data-path="images/telephony/five9-max-queue-time.png" />
    </Frame>
  </Step>

  <Step title="Save your IVR" />
</Steps>

<Note>
  On newer Five9 versions, the Agent Transfer module may not accept an external number. In that case, add a **third-party transfer module** instead — see [Five9's documentation](https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/third-party-transfer-module.htm).
</Note>

## Recommended Configurations

* **After-hours forwarding** — when the queue is closed, route to **External Transfer → Avoca number**.
* **Overflow (delay) forwarding** — let agents ring for a set timeout (typically **15–30 seconds**, depending on staffing), then route to **External Transfer → Avoca number**.
* **Busy / max queue depth** — if the queue hits capacity, route to **External Transfer → Avoca number**.

<Warning>
  Five9 terminology and menus vary by account configuration. The key requirement is that the call is transferred to an **external phone number** (PSTN), with caller ID preserved if your Five9 policy supports it.
</Warning>

## Test

1. Place a test call during business hours and confirm it behaves as expected (answered by your team, or forwarded after the configured delay).
2. Place a test call after hours (or simulate closed hours) and confirm it forwards immediately to Avoca.