---
title: "Main advertised number not routing through ServiceTitan"
slug: "main-advertised-number-not-routing-through-servicetitan"
updated: 2026-10-15T01:08:05Z
published: 2026-10-15T01:08:05Z
canonical: "help.servicetitan.com/main-advertised-number-not-routing-through-servicetitan"
---

> ## 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.

# Main advertised number not routing through ServiceTitan

## Problem

You recently got new physical phones in your office and noticed that a call line is ringing only in the office and not showing up in ServiceTitan.

## Solution

Place test calls to identify where the issue is coming from.

### Test your numbers

1. Test your forwarding number.
  1. Go to the navigation bar and click **Settings** ![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A44%3A39Z&se=2026-10-31T02%3A44%3A39Z&sr=c&sp=r&sig=cy4fH7n4haaicrIdPAKUrJ3YfTbR3zmad1%2FEPSTg53U%3D) .
  2. Click **Phones > Phone Numbers**.
  3. Find the *Phone Number* the issue has been reported on and call the *Forwarding Number* next to it. ![Phone Numbers - Forwarding Numbers](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/main-advertised-number-not-routing-through-servicetitan-image-vcncxps9.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A44%3A39Z&se=2026-10-31T02%3A44%3A39Z&sr=c&sp=r&sig=cy4fH7n4haaicrIdPAKUrJ3YfTbR3zmad1%2FEPSTg53U%3D)
    - If you replicate the issue by calling the forwarding number, the issue isn't related to ServiceTitan. Contact your phone provider to troubleshoot the issue further.
    - If you are unable to replicate the issue on the forwarding number, go to step 2.
2. Test the tracking number.
  1. In **Settings** ![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A44%3A39Z&se=2026-10-31T02%3A44%3A39Z&sr=c&sp=r&sig=cy4fH7n4haaicrIdPAKUrJ3YfTbR3zmad1%2FEPSTg53U%3D) **> Phones > Phone Number**, find the *Phone Number* the issue has been reported on and dial it. ![Phone Numbers - Tracking Numbers](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/main-advertised-number-not-routing-through-servicetitan-image-pe3kw1mx.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A44%3A39Z&se=2026-10-31T02%3A44%3A39Z&sr=c&sp=r&sig=cy4fH7n4haaicrIdPAKUrJ3YfTbR3zmad1%2FEPSTg53U%3D)
    - If you replicate the issue by calling the tracking number, it is likely a ServiceTitan issue.
    - If you are unable to replicate the issue on the tracking number, the issue might be intermittent.
3. Collect call examples from the past 24-48 hours at most and contact [Technical Support](https://go.servicetitan.com/#/ask). Use the format below to provide examples to the Support Agent:

- Caller's number
- Number dialed
- Date, time, and timezone
- Description