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Use this setup if your phone numbers route through Intermedia Unite and you want Intermedia to send calls to your Avoca forwarding number for overflow, after-hours, or temporary primary routing.
Your Avoca forwarding number is provided by your Avoca Customer Success Manager or Technical Account Manager.
Intermedia call flows vary by account. Many teams route inbound calls through an Auto Attendant and then into a Hunt Group. Configure the object that callers actually reach. If you are not sure, trace the inbound number’s route before changing forwarding.

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Set Avoca as Your Hunt Group Overflow

This keeps your team answering first, then forwards calls to Avoca if nobody answers within the timeout.
1

Open HostPilot

Log in to Intermedia HostPilot as an admin.
2

Open the Hunt Group

Navigate to Services → Unite → Hunt Groups, then select the Hunt Group that receives inbound calls from your main line, Auto Attendant, or tracking number.
3

Open the timeout settings

Find the Hunt Group’s timeout or advanced timeout setting. Enable the timeout if it is not already enabled.
4

Set Timeout to Phone Number

Set Timeout to or Move a call to to Phone Number, then enter your Avoca forwarding number.
5

Set the timeout duration

Choose how long Intermedia should ring your team before forwarding to Avoca. A common starting point is 15-30 seconds, depending on staffing and ring behavior.
Intermedia notes that if the external number timeout is too long, another voicemail system may pick up before the expected route finishes. Always place a test call and confirm Avoca answers instead of voicemail.
6

Save the Hunt Group

Save the Hunt Group and confirm the Avoca number remains selected as the timeout destination.

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Set Avoca as Your After-Hours Destination

Use this if your team answers during business hours and Avoca answers when the office is closed.
1

Confirm how after-hours routing is managed

Check whether your account uses Night Mode, an Auto Attendant after-hours menu, or Hunt Group schedules.
2

If using Night Mode, open the Night Mode profile

Navigate to Intermedia Unite → Settings → Night Mode profiles, select the profile used for after-hours routing, then open Forwarding.
3

If forwarding a Hunt Group, choose Phone number

Add forwarding for the Hunt Group that should route to Avoca, choose Phone number, and enter your Avoca forwarding number.
4

If forwarding an Auto Attendant, update After Hours

Night Mode sends Auto Attendants to their After Hours menu instead of asking for a forwarding destination. Open the Auto Attendant’s After Hours settings and route the after-hours option to your Avoca forwarding number or to a Hunt Group whose timeout destination is Avoca.
5

Save and confirm the active schedule

Save the routing changes and confirm the after-hours or Night Mode schedule is active when you expect it to be.

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Temporary Primary Forwarding

Use this when Avoca should answer every call immediately, or when you need a temporary failover route during a staffing issue or outage.
1

Open Call Routing Override

In HostPilot, navigate to Services → Unite → Auto Attendant and find the Auto Attendant that receives the inbound number.
2

Enable the override

Click Call routing override, enter your Avoca forwarding number, and save the change.
Intermedia Call Routing Override is manual. It forwards calls immediately while enabled, and it must be manually disabled when you want calls to return to the normal Auto Attendant flow.
3

Place a test call

Call the forwarded number and confirm Avoca answers before using this in production.

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Troubleshooting

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Calls never reach Avoca

Confirm you updated the Hunt Group or Auto Attendant that callers actually reach. Many Intermedia accounts have multiple Hunt Groups, Auto Attendants, or Night Mode profiles, and changing one object may not affect the route used by the public number.

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Calls go to voicemail instead of Avoca

Review the Hunt Group timeout destination and voicemail settings. If the timeout destination is voicemail, company voicemail, or the current Hunt Group’s voicemail, callers will not reach Avoca.

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After-hours behavior is inconsistent

Check whether Night Mode is active and whether the Auto Attendant has its own after-hours menu. Night Mode can override normal Hunt Group or Auto Attendant behavior, so confirm which profile is active during your test.

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The call reaches Avoca too late

Shorten the Hunt Group timeout. If callers wait too long, they may hang up before Avoca answers.

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Test Your Routing

  1. Place a test call during business hours and let the Hunt Group timeout forward the call to Avoca.
  2. Place a test call after hours, or turn on the relevant Night Mode/after-hours route, and confirm it reaches Avoca immediately.
  3. If you used Call Routing Override, turn it off after testing unless Avoca should remain the primary answer path.
  4. Send your Avoca team the Intermedia object you changed, the phone number tested, and whether the route is overflow, after-hours, or primary.

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