> ## 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.

# Is it ServiceTitan, my phone provider, or Avoca?

> Find out where a problem is coming from, and who can fix it.

When a call or booking looks off, it almost always comes from one of three places: your phone provider (like Talkdesk, RingCentral or Dialpad), ServiceTitan, or Avoca. Here's how to tell which one.

## Start with two quick checks

**1. Call your Avoca number directly**

If Avoca answers, your Avoca number is reachable. If calls aren't getting to Avoca when people dial your main number, check the forwarding rules in your phone system. This doesn't tell you whether Avoca booked or handled the call correctly. For that, read the transcript.

**2. Look for the call in Avoca**

Open **Calls** in your dashboard. If the call isn't there, it never reached Avoca. If it is there, open it and read the transcript to see what happened.

## Which one is it?

| Where | What it looks like | Who fixes it |
| - | - | - |
| **Your phone provider** | Calls never reach Avoca. Avoca answers every call during business hours, or never picks up after no answer. Avoca answers at the wrong hours. Every call shows your business number instead of the caller's. | You, or whoever manages your phones. |
| **ServiceTitan** | A job type, business unit, tag or technician is missing or doesn't match. | You fix the record in ServiceTitan, and it syncs over. |
| **Avoca and ServiceTitan** | A booking or call Avoca should have written isn't showing in ServiceTitan. | Contact Support. Syncing ServiceTitan into Avoca won't create the missing record. |
| **Avoca** | Avoca answered but said or did the wrong thing, like missing an emergency, quoting the wrong fee, or not offering a time slot you expected. | Us. Contact Support. |

## Your phone provider

Avoca answers whatever your phone system sends it, so routing problems start there. Check what changed recently: a ring group, new hours, new staff, or a provider switch.

* Every call shows your business number? Ask your provider to pass the original caller ID.
* A recording talks over Avoca's greeting? That announcement comes from your phone system.

See the [Go-Live Checklist and Troubleshooting](https://help.avoca.ai/config/call-forwarding/go-live-checklist.md) for the full list.

## ServiceTitan

Avoca can only use what's in ServiceTitan, and not every change shows up right away.

**1. Check the record**

Make sure it exists and is active in ServiceTitan.

**2. Check the sync**

Go to **Settings → CRM Sync → Logs** and look for failed runs.

**3. Still missing?**

Open **Settings → Support** with the name of the record and the approximate time.

See [How does ServiceTitan data sync into Avoca?](https://help.avoca.ai/faq/service-titan-data-sync.md) for more.

## Avoca

Open the call and read the transcript. Many of these are settings we can change in a few minutes, like [booking windows](https://help.avoca.ai/responder/booking-windows.md), fees, emergency wording and [transfers](https://help.avoca.ai/responder/transfers.md). Open **Settings → Support** and include the date, the time, and the number that was dialed.

> **A transfer didn't connect**
>
> This can be two things. Check the destination number in **Business Info → Call Transfers**, and make sure your phone system rings someone at that number. A transfer should end at your voicemail, never back at Avoca.

> [!TIP]
>
> Not sure where it's coming from? Send Support the date, the time, and the number that was dialed. We'll find where the call went.