> ## 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.

# RingCentral

> Forward RingCentral call queues to Avoca for overflow, after-hours, or primary call handling

Use this setup if your marketing tracking numbers, ServiceTitan tracking numbers, or main business lines route into **RingCentral**, and you want RingCentral to send calls to your Avoca forwarding number.

<Info>
  RingCentral's current plan names are **Core**, **Advanced**, and **Ultra**; legacy accounts may still show **Standard**, **Premium**, or **Ultimate**. RingCentral's current [plan comparison](https://assets.ringcentral.com/us/datasheet/cloud-communications-comparison.pdf) lists advanced call-queue routing for Advanced and Ultra. If **Forward to External number** is missing, confirm your account's entitlement with RingCentral.
</Info>

<Info>
  Your Avoca forwarding number is provided by your Avoca Customer Success Manager or Technical Account Manager.
</Info>

<Warning>
  RingCentral menus vary by plan and account configuration. These steps are written for the common **Call Queue** setup. If you do not see **Forward to External Number** in the places below, your RingCentral plan may need that option enabled, or your call flow may be using an IVR, Auto-Receptionist, or another queue instead.
</Warning>

## 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.

<Steps>
  <Step title="Open the RingCentral Admin Portal">
    Sign in to the [RingCentral Admin Portal](https://service.ringcentral.com/) as an admin.
  </Step>

  <Step title="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.

    <Tip>
      If the phone number first lands in an IVR or Auto-Receptionist, follow the routing path from that menu to the call queue that actually rings your team. Configure the queue that callers reach, not just the top-level company number.
    </Tip>
  </Step>

  <Step title="Open Call Handling & Members">
    In the call queue settings, open **Call Handling & Members**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.

    <Warning>
      RingCentral treats **no answer** and **busy / unavailable** as separate controls. Configuring only no-answer forwarding still sends busy-state calls to the existing fallback (often voicemail) instead of Avoca.
    </Warning>

    <Note>
      **Primary and Overflow Members** sends calls to other RingCentral call queues. It does not route calls to your Avoca forwarding number.
    </Note>
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.

    <Note>
      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.
    </Note>
  </Step>

  <Step title="Save the call queue">
    Save the call queue settings and confirm the Avoca number remains in the forwarding destination.
  </Step>
</Steps>

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save the schedule">
    Save the schedule and confirm the after-hours destination is the Avoca number.
  </Step>
</Steps>

## Set Avoca as Primary Call Handling

Use this if Avoca should answer first for the selected line or queue.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Forward directly to Avoca">
    Configure the chosen route to forward callers to an **external number** and enter your Avoca forwarding number.

    <Warning>
      Only use primary forwarding when you intend for Avoca to answer before your team. For most teams, overflow or after-hours forwarding is safer during initial launch.
    </Warning>
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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

1. Place a test call during business hours and let the queue ring until it overflows to Avoca.
2. Place a test call after hours or temporarily simulate closed hours and confirm it reaches Avoca immediately.
3. Send your Avoca team the RingCentral object you changed, the phone number tested, and the intended routing behavior.

## RingCentral References

* [Managing call handling settings for call queues](https://support.ringcentral.com/article-v2/10514-call-queue-set-up-call-handling-how-calls-transferred-group-members.html)
* [RingEX plan comparison](https://assets.ringcentral.com/us/datasheet/cloud-communications-comparison.pdf)
* [Call queue routing options](https://support.ringcentral.com/release-notes/mvp/mvp-core/release-notes-june-2025.html)