> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# How does ST forward numbers to Avoca?
This guide explains how ServiceTitan tracking numbers can ring into your phone system and then be forwarded to Avoca, either as your **primary call handling** or as **after-hours** and **overflow (delay) coverage**.
### 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.
### 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.](https://help.dialpad.com/docs/call-forwarding)
3. In *Dialpad*, **forward the *ServiceTitan tracking number itself* to the *Avoca forwarding number***.
This setup keeps the call anchored to the **original ServiceTitan tracking number**, so the entire interaction can be tracked in ServiceTitan as a **single continuous phone call**.
1. That forwarding destination can be:
* Your team’s main line or contact center, *with Avoca as fallback*, or
* Avoca directly.
### Option A (recommended for most ServiceTitan Phones Pro / Dialpad users): Set Avoca as the fallback number
If your phone provider in ServiceTitan is **Phones Pro**, ServiceTitan provides a **Dialpad** where this routing is configured. The most common setup is:
* 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.
#### A1) Set Avoca as your fallback routing (primary safety net during overflow)
In Dialpad, go to **Settings → Main Line**.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
Scroll to **Business Hours and call routing**, open the menu and then scroll down to **Call Routing** and click **Edit Call Routing**.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
Make sure you are viewing **Open Hours Routing**.
Scroll down to **Fallback Options**.
Choose **To a team member, room phone, or external number**.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
a. If you don’t see this option enabled, contact [Dialpad Customer Care](https://dialpad.com/contact-support) and they’ll help enable this functionality.
Paste your **Avoca forwarding number.**
Click **enter and confirm you see** **“Changes Saved!”**.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
If your Fallback is currently set to another internal contact center, consider setting up forwarding in the **Contact Center** menu (not Main Line). Setting it up on Main Line may cause routing issues depending on your setup. Go to **Settings → Contact Center** and then you can follow the same instructions as A1 above.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
#### A2) Set Avoca as your after-hours routing
In Dialpad, go to **Settings → Main Line**.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
Scroll to **Business Hours and call routing**, open the menu and then scroll down to **Call Routing** and click **Edit Call Routing**.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
Select **Closed Hours Routing**.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
Make sure **Routing Options** is set to **No Operator.**
Choose **To a team member, room phone, or external number**.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
s. If you don’t see this option enabled, contact [Dialpad Customer Care](https://dialpad.com/contact-support) and they’ll help enable this functionality.
Paste your **Avoca forwarding number**.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
Click enter and confirm you see **“Changes Saved!”**.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
#### A3) Troubleshooting (Dialpad)
If you do not see **Fallback Options** on the Main Line:[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
Go to the **Contact Center**.
Find the **default Contact Center**.
Apply the same fallback + closed hours steps inside the Contact Center’s routing settings.[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
### Option B: Forward to Avoca in 3CX (after-hours + overflow + delay)
If you use **3CX**, you can forward calls to Avoca by setting Avoca as the external number in both after-hours and overflow rules.
#### B1) After-hours forwarding to Avoca in 3CX
Log into **3CX**.
In the left sidebar, go to **Settings → Call Forwarding → Away**.[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
In **Forward external calls to**, select **External Number**.
Enter your **Avoca forwarding number**.[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
Refresh the page and confirm the number saved.[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
Repeat the same “External Number → Avoca number” setup for:
* **Do Not Disturb**
* **Lunch**
* **Business Trip**[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
You may also need to configure your global office hours under **Settings → Time Zone & Office Hours** so the system reliably switches between business hours and after-hours.[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
Go to **Call Forwarding → Schedule** and enter your call center business hours.
Enable **Automatically switch status to Available during office hours**.[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
#### B2) Overflow (delay) forwarding to Avoca in 3CX
This setup makes your phones ring first, then forwards to Avoca if nobody answers.
Go to **Call Forwarding → Available**.[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
Under **Unanswered Calls**, set **No Answer Timeout**.
* Best practice is often **15–20 seconds**, but choose what works for your team.\[\[2]]\(/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af
Under **Unanswered Calls**, set **Forward external calls to → External Number**, then enter your **Avoca forwarding number**.[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
Under **Busy or not Registered**, set **Forward external calls to → External Number**, then enter your **Avoca forwarding number**.[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
Enable **Accept multiple calls** (if appropriate for your setup).[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
#### 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.[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
### Option C: Forward to Avoca from Five9 (cloud contact center)
Use this setup if your marketing tracking numbers or ServiceTitan tracking numbers currently ring into **Five9**, and you want Five9 to forward those calls to the **Avoca phone number** we provide.
#### 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).
#### D2) Route calls from Five9 to Avoca (high level)
In Five9, you will route the inbound call to a point in your flow where Five9 places a new outbound leg to an **external PSTN number** (the Avoca number).
Most teams implement this in one of these ways:
* **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).
#### 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**.
Five9 terminology and menus vary by account configuration. The key requirement is that the call is transferred to an **external phone number** (PSTN) and that caller ID is preserved if your Five9 policy supports it.
#### 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.
### What these calls will look like in ServiceTitan
How the call appears in ServiceTitan depends on whether the call is still coming in through a **ServiceTitan tracking number** and whether your configuration keeps the call “in-band” for ServiceTitan’s call record.
#### 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.
#### 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.
#### 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
If you tell me whether the customer is dialing a **ServiceTitan tracking number** or a **Five9-owned number**, and whether Five9 is doing a **transfer** vs a **forward**, I can tighten this section to your exact setup.
### Choosing the right setup (quick decision guide)
* If you are on **ServiceTitan Phones Pro / Dialpad**:
* Use **Option A** (Fallback + Closed Hours Routing).[\[1\]](/Setting-up-your-Avoca-number-in-DialPad-19ff2b56d4d580398332cd0a5c1f01c9)
* If you are on **3CX**:
* Use **Option B** for after-hours and overflow (delay).[\[2\]](/Setting-up-your-Avoca-number-in-3CX-20df2b56d4d580e595d3e7e2c73171af)
* If your ServiceTitan account supports **forwarding number settings**:
* Use **Option C** to forward by default or per-number.[\[4\]](https://help.servicetitan.com/problem-solution/troubleshooting-set-up-a-forwarding-number-in-servicetitan)
### 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).
### What to send Avoca after you set this up
Share the following with your Avoca team:
* 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.
### What about forwarding/transfer numbers?
If you need to configure different forwarding behaviors or manage multiple Avoca phone numbers, contact your **Avoca account manager**. We support a variety of granular transfer options, including:
* **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.
Your account manager can help you design the right routing strategy for your business needs.