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In order for your calls to be routed to Avoca, your team needs to ensure that the fallback number associated with your phone setup is set to Avoca. If your ServiceTitan phone provider is Phones Pro, ServiceTitan provides a Dialpad where this configuration happens.
Your Avoca forwarding number is provided by your Customer Success Manager.

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Set Avoca as Your Fallback (Overflow)

1

Open Main Line settings

In Dialpad, navigate to Settings → Main Line.
2

Edit Call Routing

Scroll down to Call Routing and click Edit Call Routing.
3

Find Fallback Options

Make sure you’re viewing Open Hours Routing, then scroll to Fallback Options.
If your fallback is set to another internal contact center, set up Avoca call forwarding in the Contact Center menu instead of the Main Line — configuring it on the Main Line may cause routing issues. And if you have multiple departments, set up call forwarding within each department.
4

Add your Avoca number

Click “To a team member, room phone, or external number” and add your Avoca number. Press Enter.If you don’t see this option, review Dialpad’s external and outside transfer guide and contact Dialpad Customer Care if your plan still requires them to enable it.

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Set Avoca as Your After-Hours Routing

1

Open Closed Hours Routing

In the same Edit Call Routing view, select Closed Hours Routing and make sure Routing Options is set to No Operator.
2

Add your Avoca number

Click “To a team member, room phone, or external number” and add your Avoca number.
3

Confirm the save

Make sure you get a “Changes Saved!” notification.

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Troubleshooting

If you don’t see Fallback Options on the Main Line, your calls may route through a default Contact Center instead:
  1. Go to Settings → Contact Center.
  2. Find the default Contact Center.
  3. Apply the same fallback and closed-hours steps inside the Contact Center’s routing settings.

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Removing the “This Is a Recorded Call” Announcement

To prevent the recorded-call announcement from playing when your Avoca number answers, add the Avoca number to Dialpad’s recording exception list: For Departments:
  1. Log in to Dialpad and open your Admin Settings.
  2. Click Departments and choose the department to configure.
  3. Open Advanced Settings and find Automatic Call Recording.
  4. Check “Automatically record calls to this department”, then click Edit Exception List.
  5. Add only the full Avoca forwarding number to exclude it from recording and the announcement. Do not enter an area code or number pattern, which could also exclude unrelated calls.
For Contact Centers:
  1. In Admin Settings, click Contact Centers and choose the one to configure.
  2. Open Advanced Settings and find Automatic Call Recording and Transcription.
  3. Select which call types to record, then click Edit Exception List and add the Avoca number.
Calls to or from a number on the exception list are not recorded by Dialpad and the announcement is omitted. Before suppressing it, confirm your recording and disclosure requirements with your legal or compliance owner. Avoca’s recording and disclosure settings are configured separately in your Avoca account.

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Test Your Routing

Place one test call during business hours (let it ring until it overflows to Avoca) and one after hours (should reach Avoca immediately).