Call Forwarding

You can configure your call forwarding settings in Settings > Call Forwarding. You can forward calls to as many numbers as you would like.

Rotate forwarding (default)

The customer will hear a brief message and then hold music.  Avochato will start by dialing the first number in the rotation, then if they don’t pick up, Avochato will dial the second number, and so on, until the end of the list.

Mass forwarding

Toggle this option if you want all of the active numbers on the forwarding list to receive the call at once. Whoever picks up first will take the call.

Note: You can also receive calls within the Avochato app itself, by accepting the notification that pops up on Avochato. For this functionality to be enabled, “In-Browser Calling” must be toggled on.

If a user has been assigned to a conversation, “Always forward to Owners” will route calls from that contact to the assigned user. The conversation owner must have their phone number listed under their settings (User name in upper right corner > Edit profile > My Phone) and have it turned on under Call Forwarding. If mass forwarding is turned on, all active users will also receive the forwarded call.

When Only Forward Calls During Office Hours is toggled on, inbound calls will go straight to voicemail outside of office hours. This is helpful to prevent calls from reaching you on weekends and late in the evening. Please keep these important notes in mind: 1. You cannot forward calls to the same number you are calling from. 2. Forwarded calls will not work if the forwarded number is on Do Not Disturb (DND).

Enable this feature to display your Avochato number in the CallerID when forwarding inbound calls. This makes it easy to know if an inbound call is coming through Avochato (versus a direct call to your cell phone). This behavior is similar to the current experience when using Avochato’s “Call Conferencing” configuration.

It also lets you do to setup personal workflows such as setting your Avochato number as a contact on your device with its own special dialing rules (ex: custom ring tone, ignore after 5pm, etc ) on a per-device level. How you handle this is left up to you.

This feature is optional per inbox and is off by default.

Note: If you forward phone calls from Avochato to another IVR system, changing the caller ID will void any STIR/SHAKEN attestation that is part of the inbound call. This feature is not recommended when forwarding calls to an IVR or other automation software.