RingCentral’s current plan names are Core, Advanced, and Ultra; legacy accounts may still show Standard, Premium, or Ultimate. RingCentral’s current plan comparison lists advanced call-queue routing for Advanced and Ultra. If Forward to External number is missing, confirm your account’s entitlement with RingCentral.
Your Avoca forwarding number is provided by your Avoca Customer Success Manager or Technical Account Manager.
Set Avoca as Your Overflow Destination
This keeps your team answering first during business hours, then sends calls to Avoca if nobody answers or the queue waits too long.1
Open the RingCentral Admin Portal
Sign in to the RingCentral Admin Portal as an admin.
2
Open your call queue
Navigate to Phone System → Groups → Call Queues, then select the call queue that receives the calls you want Avoca to answer.
3
Open Call Handling & Members
In the call queue settings, open Call Handling & Members.
4
Configure the no-answer behavior
In the wait or advanced call-handling settings, find the rule for when no one answers. Set it to Forward to External Number and enter your Avoca forwarding number.
5
Configure the busy / unavailable behavior
In the When members are available, but no members answer or all members are busy or unavailable, caller wait for dropdown, select Forward to External number and enter your Avoca forwarding number.
Primary and Overflow Members sends calls to other RingCentral call queues. It does not route calls to your Avoca forwarding number.
6
Configure maximum-wait and full-queue behavior
If you want Avoca to catch callers who wait too long or reach a full queue, also set when the maximum wait time is reached and when the queue is full to Forward to External Number, then enter your Avoca forwarding number for each condition.
7
Set the wait time
Set the queue wait time or no-answer delay before Avoca receives the call. A common starting point is 15-30 seconds, depending on how long you want your team to have before overflow.
If the delay is too long, callers may hang up before Avoca answers. If the delay is too short, Avoca may answer calls your team could have handled. Test with your Avoca team and adjust after launch.
8
Save the call queue
Save the call queue settings and confirm the Avoca number remains in the forwarding destination.
Set Avoca as Your After-Hours Destination
Use this if your team should answer during business hours and Avoca should answer when the queue is closed.1
Confirm the queue has closed hours
In the same call queue, open the business-hours schedule and verify it is not set to always open / 24/7.Confirm the days, hours, holidays, and time zone match when your office is actually closed. The after-hours forwarding destination only applies during that closed period — if the queue stays always open, you can save an Avoca destination and after-hours calls will still follow normal open-hours handling.
2
Choose the closed-hours routing
For the closed-hours or after-hours rule, choose the option that forwards calls to an external number, then enter your Avoca forwarding number.
3
Save the schedule
Save the schedule and confirm the after-hours destination is the Avoca number.
Set Avoca as Primary Call Handling
Use this if Avoca should answer first for the selected line or queue.1
Open the line or queue receiving calls
Find the RingCentral object that receives the inbound number: usually a Call Queue, IVR, or Auto-Receptionist route.
2
Check whether the object is shared
If several numbers or departments share the same Auto-Receptionist or IVR, forwarding that object to Avoca affects every route that enters it — not only the line you intend.Prefer changing only the intended downstream branch (for example, the specific call queue or menu option for that department). If you must forward a shared Auto-Receptionist, first list its other inbound numbers and confirm none of them should keep their current department routing.
3
Forward directly to Avoca
Configure the chosen route to forward callers to an external number and enter your Avoca forwarding number.
4
Save and test
Save the route and place a test call to confirm Avoca answers immediately. Also spot-check any other numbers that share the same Auto-Receptionist so they did not unexpectedly divert to Avoca.
Troubleshooting
Calls still go to voicemail
Check the queue’s when no one answers, busy or unavailable, maximum wait time, and queue full rules. If voicemail is selected for one of those conditions, RingCentral may send callers to voicemail instead of Avoca.The external number option is missing
RingCentral plan settings can affect whether Forward to External Number appears for call queues. Contact RingCentral Support or your RingCentral admin if you only see voicemail, announcement, extension, or group destinations.Avoca is not receiving caller ID
Confirm that the call is forwarded as a normal external phone call and that caller ID is preserved by the RingCentral route. If you use ServiceTitan tracking numbers, test with the exact tracking number callers will dial so your Avoca team can confirm how the call appears.Multiple queues or locations route differently
Repeat the setup for every queue, location, department, or IVR branch that should use Avoca. Updating one queue does not automatically update every RingCentral route.Test Your Routing
- Place a test call during business hours and let the queue ring until it overflows to Avoca.
- Place a test call after hours or temporarily simulate closed hours and confirm it reaches Avoca immediately.
- Send your Avoca team the RingCentral object you changed, the phone number tested, and the intended routing behavior.