--- title: "Calls are not ringing for Phones Pro users" slug: "calls-are-not-ringing-for-phones-pro-users" updated: 2026-10-15T01:13:49Z published: 2026-10-15T01:13:49Z canonical: "help.servicetitan.com/calls-are-not-ringing-for-phones-pro-users" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Calls are not ringing for Phones Pro users ## Problem Phone calls are not ringing through to Phones Pro users. This is usually caused by incorrect business hour setup, incorrect routing setup, or no agents being set to available. Agents may be taking calls via the embedded phone in ServiceTitan, through the Dialpad desktop, or through mobile apps. These troubleshooting steps will be applicable regardless of where the call is being handled. ## Solution ### Check the business hour settings Business hour settings determine where calls will route depending on the time of day. If phone calls are being received outside of the business hours listed in Dialpad, the call may not ring through to their live agents. For example, closed hours routing may be set up to forward calls to an answering service or go directly to voicemail. Follow these steps to check your setup: 1. In Dialpad, click into **Admin Settings**, then click **Main Line** on the left-hand side of the page 2. Scroll down the Main Line page until you see **Business Hours & Call Routing**, click on it, and look at **Business Hours.** 3. If you find the Business Hours are incorrect, click **Edit Hours:** 1. For example, if you are not receiving calls at 2 pm, and your Business Hours incorrectly state you close at 1 pm > [!NOTE] > **Note:** If the Business Hours are set to **Always take calls (24/7)** skip this section and [check the routing settings](/construction/docs/calls-are-not-ringing-for-phones-pro-users#check-the-routing-settings). 4. Under **Select the days you would like these hours to apply to**, select all of the days you are open for business. Then, change the hours under **Closed** to be the proper time you close for the day. 5. When these changes have been made, click the purple **Update** button to save these changes. 6. If calls are still not ringing through, [check the routing settings](/construction/docs/calls-are-not-ringing-for-phones-pro-users#check-the-routing-settings). ### Check the routing settings 1. On the **Main Line** screen, scroll down to the **Call Routing** section > and click on **Edit Call Routing** 2. Ensure you are on the **Open Hours Routing** tab and then scroll to the **Routing Options** section. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/calls-are-not-ringing-for-phones-pro-users-image-tkzfwvh1.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A10Z&se=2026-10-31T04%3A46%3A10Z&sr=c&sp=r&sig=1DXG6T1g0oeculVZmOoalaUCGnx5IM6vrlz8iayLYNo%3D) 1. If the Routing Options are set to **Operators**, click out of the Call Routing tab and scroll up the page on the **Main Line** screen until you see **Assigned Operators and Phones**. Click into this section and confirm if **Operators** are assigned. If this section is empty, click into the **Add people from your team** section and assign CSRs to the Main Line. 2. If the Routing Options are set to **Other routing options**, confirm the routing is not set to **Directly to voicemail** or **To a team member/room** phone/number (this may be an external number or answering service). If this is not the case, verify the routing is set to "To another department, office, call center or geo. Router" and confirm which Department or Call Center the Main Line is being routed to. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/calls-are-not-ringing-for-phones-pro-users-image-73s1k7wl.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A10Z&se=2026-10-31T04%3A46%3A10Z&sr=c&sp=r&sig=1DXG6T1g0oeculVZmOoalaUCGnx5IM6vrlz8iayLYNo%3D) 3. On the left-hand side of the page, locate the **Department** or **Call Center** tab, depending on where calls are being routed to. Click into the appropriate Department or Call Center and repeat the previously outlined steps of checking the Department or Call Center's Business Hours and Routing. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/calls-are-not-ringing-for-phones-pro-users-image-gqjqs3r6.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A10Z&se=2026-10-31T04%3A46%3A10Z&sr=c&sp=r&sig=1DXG6T1g0oeculVZmOoalaUCGnx5IM6vrlz8iayLYNo%3D)![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/calls-are-not-ringing-for-phones-pro-users-image-pf4q2cy3.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A10Z&se=2026-10-31T04%3A46%3A10Z&sr=c&sp=r&sig=1DXG6T1g0oeculVZmOoalaUCGnx5IM6vrlz8iayLYNo%3D)![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/calls-are-not-ringing-for-phones-pro-users-image-198kdb11.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A10Z&se=2026-10-31T04%3A46%3A10Z&sr=c&sp=r&sig=1DXG6T1g0oeculVZmOoalaUCGnx5IM6vrlz8iayLYNo%3D) ### Check agent availability If the Business Hours are correct, and the tenant has proper routing set up with CSRs assigned to the department or call center where they want the calls to be answered, then there might be no agents set available. To check, follow these steps. 1. Click the two touching circles in the lower left to access the Admin's **Dialpad platform**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/calls-are-not-ringing-for-phones-pro-users-image-2mrybym6.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A10Z&se=2026-10-31T04%3A46%3A10Z&sr=c&sp=r&sig=1DXG6T1g0oeculVZmOoalaUCGnx5IM6vrlz8iayLYNo%3D) 2. On the subsequent page, click on the Department or Call Center calls are being routed to. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/calls-are-not-ringing-for-phones-pro-users-image-lx9gtl9l.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A10Z&se=2026-10-31T04%3A46%3A10Z&sr=c&sp=r&sig=1DXG6T1g0oeculVZmOoalaUCGnx5IM6vrlz8iayLYNo%3D) 3. Then, click into the **Agents** tab and verify there are CSRs set to **Available**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/calls-are-not-ringing-for-phones-pro-users-image-w7y3nbko.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A10Z&se=2026-10-31T04%3A46%3A10Z&sr=c&sp=r&sig=1DXG6T1g0oeculVZmOoalaUCGnx5IM6vrlz8iayLYNo%3D) 4. If you do not see any CSRs with an Available status, CSRs will need to change their status to Available so that they may receive calls. ### Related Content - [Set call routing rules for call centers](/construction/docs/set-call-routing-rules-for-call-centers) ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)