---
title: "Incoming Calls Going to Failover Number Instead of Dialpad Voicemail"
slug: "incoming-calls-going-to-failover-number-instead-of-dialpad-voicemail"
updated: 2026-10-15T01:12:48Z
published: 2026-10-15T01:12:48Z
canonical: "help.servicetitan.com/incoming-calls-going-to-failover-number-instead-of-dialpad-voicemail"
---

> ## 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.

# Incoming Calls Going to Failover Number Instead of Dialpad Voicemail

## Problem

Incoming calls are going to the grey phone instead of Dialpad voicemail. This is making customers record their messages.

## Solution

1. Go to Dialpad and check which Call Center department should be receiving the calls.
2. Check if the phone number for the target and fallback are correct.
3. Check if the entire department is on **Do Not Disturb (DND)** in Dialpad.
4. If the department is on DND, take it off DND.
5. Check with the call center if the issue still persists.

> [!NOTE]
> **Note:** If the issue still persists, please contact [ServiceTitan Technical Support](http://go.servicetitan.com/ask).