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Once you’ve received the phone number of the bot from your Customer Success Manager, you can follow the steps below to set up call forwarding in 3CX.
Please note that each business’s set-up is slightly different — if the instructions below don’t work for you, please reach out to your Avoca Customer Success Manager, or to 3CX customer support, and ask them for assistance!

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Setting up Avoca for after-hours

1
Log into your 3CX and navigate to Settings in the black left-most bar. Then, click “Call Forwarding” and “Away”
2
Open the “Forward external calls to” window and select “External Number”. In the window to the right of the box, enter the bot’s phone number.
Tip: you may need to remove any parentheses and spaces to get the number formatted in a way 3CX understands
3
Changes will be saved automatically, but refresh your browser page and make sure the number is still there and the settings are the same
4
Repeat step 2 with “Do Not Disturb”, “Lunch”, and “Business Trip”. (For each one, open the “Forward external calls to” window and select “External Number”. In the window to the right of the box, enter the bot’s phone number.) This will ensure you’re forwarding to Avoca in all cases after-hours.
Troubleshooting tip: You also may need to set up your global office hours under Settings → Time Zone & Office Hours too, depending on your setup!
5
Navigate to Call Forwarding → Schedule and enter your call center hours. Click “Automatically switch status to Available during office hours”. This will enable us to set up Avoca for overflow in the next section.

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Setting up Avoca for overflow

1
Open the Call Forwarding → Available menu.
2
Under Unanswered Calls, set No Answer Timeout — our best practice is typically to around 15-20 seconds, but you can make this as long as your preference. This is the period your phone will ring during business hours so your CSRs can pick it up before any overflow goes to Avoca.
3
Under Unanswered Calls, click the “Forward external calls to” window and select “External Number”. In the box to the right, enter the bot’s phone number.
4
Under Busy or not Registered, click the “Forward external calls to” window and select “External Number”. In the box to the right, enter the bot’s phone number.
5
Check off “Accept multiple calls” at the bottom.
Once you’ve completed this process, place a test call during business hours for overflow, and a call after-hours to ensure routing is working correctly. This is an important final step because the process above can be slightly different for each company on 3CX depending on your setup!
Last modified on February 19, 2026