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Use this page if your main line is a phone number from your CRM. If you use ServiceTitan Phones Pro, your routing lives in Dialpad: follow the Dialpad guide.
Your Avoca forwarding number is provided by your Avoca Customer Success Manager or Technical Account Manager.

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ServiceTitan phone numbers

Settings > Phones > Phone Numbers sets one forwarding destination for each number, or a default for all numbers.
  • Avoca answers first: set the destination to your Avoca number. Every call goes to Avoca right away.
  • Overflow or after hours: this screen cannot ring your office first. Keep ServiceTitan pointed at the line it already forwards to, and set no-answer, busy, and closed-hours forwarding on that line with your carrier. See Phone Carriers. Your tracking keeps working because calls still pass through ServiceTitan first.
Set the forward on the carrier line behind ServiceTitan, not on the tracking numbers. Use no-answer, busy, and closed-hours forwarding rather than forward-all, or your team will never ring first.
Emergency Fallback is not overflow. Settings > Phones > Emergency Fallback is a manual emergency mode that rings CSR cell phones. Its ring setting does not make your office ring before Avoca.

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ServiceTitan Contact Center Pro

Enter your Avoca number as the forwarding number in Contact Center Pro. Callers hear a short music clip, not a ring, while the call is handed to Avoca.

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Housecall Pro

Forwarding is set in Housecall Pro’s Call Flow:
1

Open Call Flow

In Housecall Pro, go to Settings > Call Flow > Incoming Call.
2

Forward closed hours to Avoca

Under During Closed Hours, click Add a Step, choose Forward To > External Number, and enter your Avoca number.
3

Add overflow (optional)

Add the same Forward To > External Number step at the end of the open-hours path, after the step that rings your team.

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Test

Call each number you changed from a cell phone that is not saved in your CRM, during business hours and after hours. Confirm the call shows in your CRM and reaches Avoca when it should.