Problem
The calls are not ringing on the employee's phone and the employee is forced to end the call on the computer. This issue is not happening on every call.
Another problem is when using click to call, the calls are not reaching the extension number and instead go to the direct line. The error message "problem occurred while placing your call please contact support" is displayed when calling the affected user directly with the extension.
Before you start: An extension is supported for outbound Click to Call, but it must be entered as the full 10-digit number plus the extension, not as a bare extension on its own. In the Office Phone field, use the employee's direct line, or a 10-digit number with an extension added using the Has Extension checkbox below the field. Click to Call problems are most often caused by a tracking number (or a number that forwards to a tracking number) in the profile, not by the use of an extension. The steps below use a personal cell number only as a temporary test to confirm this; it is not the permanent fix.
Solution
Go to Settings > People > Employees.
Edit the profile of the employee experiencing the issue.
Confirm the Office Phone is the employee's direct line or extension and is not a ServiceTitan tracking number (or a number that forwards to one). Tracking numbers should never be used in the Office Phone field for outbound calls.
As a temporary test only, replace the Office Phone with a known-good personal cell number to isolate the issue. This does not permanently resolve the problem; it only confirms whether the originally configured number is the cause.
Test the Click to Call feature with the new number to ensure it is working. If the calls don't error out, replace your cell phone number with the representative's phone number and repeat the test calls again. If you receive errors on the outgoing test calls proceed to step 6.
Once testing is complete, restore the employee's correct direct line or extension in the Office Phone field. To use an extension, enter the full 10-digit office number, select the Has Extension checkbox below the Office Phone field, and enter the extension in the format
(012) 345-6789 x1234. Click Save Changes.Contact ServiceTitan Technical Support if the issue persists.