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Open Deploy → Testing to run and review real test calls. The page is labeled Call Testing after it opens.
Testing appears only when it is enabled for your team and your role has access to Implementation or Calls. If the page is missing, ask a team administrator or your Avoca implementation contact to confirm access.
Deploy → Testing captures calls placed from a registered phone number and keeps their feedback history. It is separate from Responder Simulation Testing, which runs repeatable, configured scenarios and assertions.

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Register safe test caller numbers

Add each phone number that your team will use for test calls:
  1. Enter the valid 10-digit US phone number you will use to place test calls.
  2. Select Save.
  3. Use a registered number whenever you call the agent during testing.
Calls from registered numbers stay off the main Calls page and appear in this team’s All test calls history instead. You can register more than one tester’s number. The small Agent number link beside Test phones is the number to call. Test phones are the caller numbers that Avoca uses to recognize your test calls. To remove a number, select Unlink beside it. Historical test calls remain in Call Testing, but future calls from that number behave as regular calls: they appear on the main Calls page and can trigger ServiceTitan bookings.
Confirm that you are working in the intended Avoca team before registering or unlinking a number. Unlinking changes how future calls from that number are routed and recorded.

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Choose whether test calls can book

Review Book real jobs from test calls before placing a booking test:
  • When it is on, bookings land in the connected CRM like real bookings. Say “test” at the end of each call so dispatchers can identify the record.
  • When it is off, Avoca skips bookings made from registered test numbers, so those test calls do not create CRM jobs.
The setting is available after at least one test number is registered and applies to the team’s registered test numbers. Changing the switch saves the new behavior immediately.
Turning on real bookings can create production CRM records. Use approved test data, verify the result, and cancel or clean up test records according to your CRM procedures. Never use a real customer’s information without authorization.

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Complete the test scenarios

Call Testing provides guided scenarios as suggestions, not individual requirements. Reach the go-live target by passing any 10 test calls. Repeated scenarios and free-form tests count, so focus on the calls that best exercise your business. For each scenario:
  1. Select the scenario card.
  2. Call the displayed agent number from a registered test number.
  3. Follow Before you call, What to say, and What to verify. When available, the guide includes examples from your Knowledge Base.
  4. Finish the call and select Check for my call. Verify the call before submitting feedback.
  5. Mark whether the call worked and save your feedback.
The guided scenarios include:
  • Book a standard job
  • Reschedule that job
  • Book an emergency job
  • Cancel that job
  • Ask about membership options
  • Verify a standard booking in ServiceTitan, for ServiceTitan teams
  • Try an out-of-area address
  • Ask new-customer questions about services and fees
After rescheduling, ServiceTitan teams should cancel the test job manually in ServiceTitan. Use the emergency job for the cancellation test. Your selected scenario remains available after a page refresh. It ends automatically after 30 minutes so an old waiting state cannot take over the page indefinitely. Select End test to leave it sooner. A matched call that still needs feedback remains marked Needs review, but it does not reopen automatically after a refresh; select its scenario when you are ready to review it. Submitting feedback updates the scenario status. When feedback identifies an issue, Avoca automatically opens a support ticket associated with that test call. After every ticket on the issue call is resolved, the scenario changes to Ready to re-test until a later run passes.

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Run free-form tests

Select Test something else… to test a business-specific edge case at any time. The free-form guide suggests interruptions, changed requests, unexpected questions, and scenarios that have surprised your team before. A passed free-form call counts toward the same 10-call target. Place one call, select its record, and submit one feedback entry. Repeat Test something else… for every additional call so each result remains attached to the correct recording and transcript.

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Find and organize test calls

All test calls is a newest-first history of calls from registered test numbers. Each row shows its status, linked scenario, date, time, duration, and feedback comment. Select a row or View call to open it, and use the page controls below the table for older results. A new call can remain in progress while its recording and transcript finish processing. A dash in the Test column means that no scenario feedback has been attached to that call yet.

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Review a call

The call detail page can show:
  • Status, direction, date, duration, caller, and Avoca call ID
  • Recording, summary, and a transcript preview
  • The full Transcript tab
  • Feedback captured during the guided test
Use the recording and transcript together. In your feedback, describe what happened, what you expected instead, and the point in the call where the behavior diverged.

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Get help with a test

When scenario feedback indicates that something went wrong, Avoca automatically opens a support ticket for that call. Use Go to Support to track it. For a problem outside the scenario feedback flow, select Open a ticket on Call Testing. You can also open a call and use its available flag action. Describe what happened, what you expected, and where the behavior diverged. Do not include passwords, API keys, payment data, or unrelated customer information.

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If a test call is missing

Confirm all of the following:
  • You placed the call from the registered caller number.
  • You selected the correct Avoca team.
  • The call is not on another results page.
  • The call has had time to finish and process.
If the call still does not appear, record the time of the test, the caller number’s last four digits, and the agent number you dialed, then contact Avoca Support. Do not send a full recording or customer data through an unsecured channel.