> ## 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.

# Call Forwarding Overview

> How to route calls from your phone system to Avoca — primary, after-hours, and overflow coverage

<Note>
  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](/config/call-forwarding/dialpad), [3CX](/config/call-forwarding/3cx), [Five9](/config/call-forwarding/five9).
</Note>

## 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 mode         | Behavior                                                                                     |
| -------------------- | -------------------------------------------------------------------------------------------- |
| **Primary**          | Avoca answers first, every call                                                              |
| **After-hours**      | Your 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 |

## 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.

## Choosing the Right Setup

* **ServiceTitan Phones Pro / Dialpad** → use the [Dialpad guide](/config/call-forwarding/dialpad) (Fallback Options + Closed Hours Routing)
* **3CX** → use the [3CX guide](/config/call-forwarding/3cx) (after-hours statuses + overflow timeouts)
* **Five9** → use the [Five9 guide](/config/call-forwarding/five9) (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.

## 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.

## 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.

## 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.

## 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

## 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