How does ST forward numbers to Avoca?

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Before you start

• You need your Avoca forwarding number (provided by your Avoca Customer Success Manager or Technical Account Manager).
• Confirm which phone provider setup you are using:
  • ServiceTitan Phones (Phones Pro / Dialpad)
  • Your own phone system (e.g., 3CX, RingCentral, etc.)
• Decide the routing you want:
  • Primary forwarding to Avoca: Avoca answers first.
  • After-hours forwarding to Avoca: Your team answers during business hours, Avoca answers after hours.
  • Overflow (delay) forwarding to Avoca: Your team gets first chance to answer, then Avoca answers if no one picks up.

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How the call forwarding works (high level)

1. You advertise ServiceTitan tracking numbers.
2. Customers must go into Dialpad (ServiceTitan Phones Pro) and configure the call routing there.
3. In Dialpad, forward the ServiceTitan tracking number itself to the Avoca forwarding number.

1. That forwarding destination can be:
   • Your team’s main line or contact center, with Avoca as fallback, or
   • Avoca directly.

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Option A (recommended for most ServiceTitan Phones Pro / Dialpad users): Set Avoca as the fallback number

• During business hours, your team’s call routing takes the call.
• If the call is not answered or if it is after-hours, Dialpad routes the call to Avoca.

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A1) Set Avoca as your fallback routing (primary safety net during overflow)

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A2) Set Avoca as your after-hours routing

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A3) Troubleshooting (Dialpad)

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Option B: Forward to Avoca in 3CX (after-hours + overflow + delay)

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B1) After-hours forwarding to Avoca in 3CX

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B2) Overflow (delay) forwarding to Avoca in 3CX

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B3) Test your routing (required)

• Place one test call during business hours and let it ring until it overflows to Avoca.
• Place one test call after-hours and confirm it reaches Avoca immediately.[2]

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Option C: Forward to Avoca from Five9 (cloud contact center)

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D1) Before you start

• Have the Avoca forwarding number ready (the number Avoca gave you).
• Confirm whether you want:
  • After-hours forwarding to Avoca, or
  • Overflow / no-answer forwarding to Avoca, or
  • Always forward to Avoca (Avoca answers first).

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D2) Route calls from Five9 to Avoca (high level)

• In a call flow / IVR: Add a step that transfers the caller to an external number (Avoca).
• As a fallback rule: If the queue is closed, busy, or times out, transfer to an external number (Avoca).

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C3) Common 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, then route to External Transfer → Avoca number.
  • Typical timeouts are 15–30 seconds, depending on your staffing.
• Busy / max queue depth forwarding
  • If the queue hits capacity, route to External Transfer → Avoca number.

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C4) 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.

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What these calls will look like in ServiceTitan

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If the caller dialed a ServiceTitan tracking number

• ServiceTitan will show an incoming call associated with the tracking number.
• If Five9 forwards the call to Avoca, ServiceTitan typically still shows the original inbound call, and Avoca will answer on the forwarded leg.
• If you use Avoca’s ServiceTitan integration features (call outcomes, dispositions, or reclassification), those results will be written back to the call record based on your account configuration.

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If the caller dialed a non-ServiceTitan number (direct to Five9)

• ServiceTitan may not automatically have a matching call record unless you have a separate integration or tracking setup.

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What you should expect to see (most common)

• A call record with:
  • The customer phone number (caller ID)
  • The tracking number / line that was dialed
  • The call duration and recording (if enabled)
• Avoca’s handling will show up as:
  • Notes and outcomes synced into ServiceTitan (if enabled for your account)
  • Any follow-on actions Avoca triggers (e.g., booking attempts, job creation workflows) based on your deployment setup

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Choosing the right setup (quick decision guide)

• If you are on ServiceTitan Phones Pro / Dialpad:
  • Use Option A (Fallback + Closed Hours Routing).[1]
• If you are on 3CX:
  • Use Option B for after-hours and overflow (delay).[2]
• If your ServiceTitan account supports forwarding number settings:
  • Use Option C to forward by default or per-number.[4]

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Common pitfalls (and how to avoid them)

• You saved the number but routing still goes elsewhere
  • Double-check whether calls are routed via Main Line vs a Contact Center (Dialpad).
• Overflow never triggers
  • Confirm the timeout / ring duration is set (e.g., 15–20 seconds in 3CX) and that your line is not configured to go to voicemail first.
• After-hours routing doesn’t switch
  • Confirm your office hours schedule is configured (e.g., 3CX Schedule / office hours).

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What to send Avoca after you set this up

• Which phone system you used (Dialpad / 3CX / other).
• The phone number(s) that now forward to Avoca.
• Your intended routing behavior:
  • Primary
  • After-hours
  • Overflow delay (and the delay duration)
• A quick confirmation that you completed the test calls.

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What about forwarding/transfer numbers?

• Time-based routing: Route calls differently based on time of day, day of week, or custom schedules.
• Call type-based routing: Route emergency calls vs. estimate calls vs. service calls to different destinations.
• Multi-number configurations: Manage forwarding across multiple phone numbers with unique rules for each.