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Use this setup if your marketing tracking numbers or ServiceTitan tracking numbers ring into Five9, and you want Five9 to forward those calls to your Avoca number.

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Before You Start

  • Have your Avoca forwarding number ready (provided by your Avoca team).
  • Decide whether you want after-hours forwarding, overflow / no-answer forwarding, or always forward (Avoca answers first).
In Five9, you route the inbound call to a point in your flow where Five9 places an outbound leg to an external PSTN number (your Avoca number) — either as an IVR step or as a fallback rule when a queue is closed, busy, or times out.

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Overflow Setup in the IVR

1

Open your IVR

Open the Five9 IVR editor and select the inbound IVR that receives the calls you want Avoca to cover.
2

Open the AgentTransfer module properties

Select the Agent Transfer module used for the queue or overflow path and open its properties.
3

Go to the Voice Mail tab

Open the module’s Voice Mail tab.
4

Uncheck 'Leave Voicemail'

This prevents calls from dropping into voicemail instead of overflowing to Avoca.
5

Set Max Queue Time and the transfer number

In the General tab, set a suitable Max Queue Time so the caller stays on the line until the call moves to the next module, and set Agent Transfer to the phone number Avoca shared with you.
6

Save your IVR

On newer Five9 versions, the Agent Transfer module may not accept an external number. In that case, add a third-party transfer module instead — see Five9’s documentation.
  • After-hours forwarding — when the queue is closed, route to External Transfer → Avoca number.
  • Overflow (delay) forwarding — let agents ring for a set timeout (typically 15–30 seconds, depending on staffing), then route to External Transfer → Avoca number.
  • Busy / max queue depth — 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), with caller ID preserved if your Five9 policy supports it.

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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.