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This guide explains how calls from your phone system reach Avoca — either as your primary call handling, or as after-hours and overflow (delay) coverage. Provider-specific step-by-step guides: Dialpad, 3CX, Five9.

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Before You Start

  • Have your Avoca forwarding number ready — provided by your Avoca Customer Success Manager or Technical Account Manager.
  • Confirm which phone setup you use:
    • ServiceTitan Phones (Phones Pro / Dialpad)
    • Your own phone system (e.g., 3CX, Five9, RingCentral)
  • Decide the routing behavior you want:
Routing modeBehavior
PrimaryAvoca answers first, every call
After-hoursYour team answers during business hours; Avoca answers after hours
Overflow (delay)Your team gets first chance to answer; Avoca picks up if no one answers within a set timeout

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How Forwarding Works (High Level)

  1. You advertise your existing phone numbers (for ServiceTitan users, typically ServiceTitan tracking numbers).
  2. Your phone system’s call routing is configured so that the relevant line forwards to your Avoca number — always, after hours, or on overflow.
  3. Avoca’s AI answers the forwarded leg, handles the conversation, and books the job.
For ServiceTitan users, forwarding the tracking number itself keeps the call anchored to the original tracking number, so the entire interaction is tracked in ServiceTitan as a single continuous phone call.

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Choosing the Right Setup

  • ServiceTitan Phones Pro / Dialpad → use the Dialpad guide (Fallback Options + Closed Hours Routing)
  • 3CX → use the 3CX guide (after-hours statuses + overflow timeouts)
  • Five9 → use the Five9 guide (IVR external transfer)
  • Another provider → most systems support forwarding to an external number on no-answer, busy, or closed-hours conditions. Point that destination at your Avoca number, and contact your Avoca team if you’d like help.

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What Calls Look Like in ServiceTitan

  • If the caller dialed a ServiceTitan tracking number, ServiceTitan shows the incoming call against that tracking number; Avoca answers on the forwarded leg. Call outcomes, notes, and bookings sync back to the call record based on your account configuration.
  • If the caller dialed a non-ServiceTitan number, ServiceTitan may not automatically have a matching call record unless a separate tracking setup exists.
  • Typical call records include the customer’s caller ID, the line dialed, duration, and recording (if enabled), plus Avoca’s synced notes, outcomes, and any bookings or jobs created.

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Common Pitfalls

  • You saved the number but routing still goes elsewhere — check whether calls route via the Main Line or a Contact Center/department (Dialpad), and configure forwarding where the calls actually flow.
  • Overflow never triggers — confirm the no-answer timeout is set (15–20 seconds is a common starting point) and the line isn’t configured to hit voicemail first.
  • After-hours routing doesn’t switch — confirm your office-hours schedule is configured in your phone system.

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Test Your Routing (Required)

  1. Place a test call during business hours and let it ring until it overflows to Avoca.
  2. Place a test call after hours and confirm it reaches Avoca immediately.

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What to Send Avoca After Setup

Share with your Avoca team:
  • Which phone system you used (Dialpad / 3CX / Five9 / other)
  • The phone number(s) that now forward to Avoca
  • Your intended routing behavior (primary, after-hours, or overflow — and the delay duration)
  • Confirmation that you completed the test calls

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Advanced Routing

Need different forwarding behaviors or multiple Avoca numbers? Avoca supports granular options, configured with your account manager:
  • Time-based routing — different destinations by time of day, day of week, or custom schedules
  • Call type-based routing — emergency vs. estimate vs. service calls to different destinations
  • Multi-number configurations — unique rules per phone number