> ## 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.

# Five9

> Forward calls from Five9 to Avoca for after-hours and overflow coverage

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.

## 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.

## Overflow Setup in the IVR

<Steps>
  <Step title="Open your IVR">
    Open the Five9 IVR editor and select the inbound IVR that receives the calls you want Avoca to cover.
  </Step>

  <Step title="Open the AgentTransfer module properties">
    Select the Agent Transfer module used for the queue or overflow path and open its properties.
  </Step>

  <Step title="Go to the Voice Mail tab">
    Open the module's **Voice Mail** tab.
  </Step>

  <Step title="Uncheck 'Leave Voicemail'">
    This prevents calls from dropping into voicemail instead of overflowing to Avoca.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save your IVR" />
</Steps>

<Note>
  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](https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/third-party-transfer-module.htm).
</Note>

## 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 (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**.

<Warning>
  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.
</Warning>

## 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.