--- title: "Phone Integration - FAQ" slug: "phone-integration-faq" updated: 2026-10-15T01:07:15Z published: 2026-10-15T01:07:15Z canonical: "help.servicetitan.com/phone-integration-faq" --- > ## 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. # Phone Integration - FAQ ## Phone carrier and integration --- ### #### What changes do I need to make with my existing phone carrier? Once the porting process is complete, you must cancel service with your phone carrier for the ported numbers only. To avoid interruption of service, please wait to make any changes with your phone carrier until we tell you it's OK to do this. Maintain service with your existing phone carrier for the following lines: - Forward calls to number (unadvertised number) - Rollover lines (unadvertised numbers) - Any other physical phone lines and back lines you want in your office (unadvertised numbers) Depending on your current phone setup, you may need to request additional lines with your carrier to set up your Forward calls to number or rollover lines. #### How much does phone integration cost? In most cases, phone integration is included in your premium service. Ask your ServiceTitan sales representative for details. #### Can I port a wireless number into ServiceTitan? Yes. If you provide a mobile phone number to customers, you should port this number into ServiceTitan. When you go through the phone porting process, include an account number and PIN associated with each wireless number. Your wireless number becomes a tracking number in ServiceTitan. After porting is complete, you can cancel the wireless service or request a new wireless number from your carrier. You can go into ServiceTitan to set up your previous wireless number to forward to your new wireless number. > [!NOTE] > **Note:** Your new wireless number is an unadvertised number. #### How can I confirm if a phone number was successfully ported into ServiceTitan? Make a test call to the ported number. If you see a call bubble appearing in ServiceTitan, it indicates that the number has been successfully ported to our system. ## Phone numbers and settings --- ### #### How do I add or edit a marketing phone number in Basic Phones? A marketing phone number is called a tracking number, a virtual phone number forwarded to a physical line in your office and used for collecting marketing data. Follow these steps to [Add or edit tracking numbers](/construction/docs/add-or-edit-tracking-numbers). #### How do I know if a tracking number is ServiceTitan-provided or company-owned (ported-in)? You can distinguish between ServiceTitan-provided and company-owned numbers by checking the *Added By* column in the **Phone Numbers** section within your ServiceTitan settings: 1. Go to the top toolbar 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=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D). 2. Select **Phones > Phone Numbers** to view the list. 3. Check the *Added By* column for each number: 1. Numbers showing an employee name and account name were generated through ServiceTitan. 2. Numbers showing Added by *Admin* are company-owned numbers that were ported in. ![Added By column in Phone Numbers settings](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/phone-integration---faq-image-3o3obbat.png?sv=2026-02-06&spr=https&st=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D) #### Do ServiceTitan tracking numbers expire? ServiceTitan tracking numbers do not expire. Tracking numbers will stay with you as long as you are using ServiceTitan. #### Can I use a Microsoft Teams phone number as a default forwarding number? Yes, ServiceTitan can integrate with Microsoft teams as long as it is a 10-digit number. Follow [these steps](/construction/docs/set-up-your-default-forwarding-number) to set your forwarding number. #### Can I block a phone number in ServiceTitan? Yes, you can block unwanted callers from contacting your business through phone or text. Follow [these steps](/construction/docs/block-numbers-in-servicetitan) to add a phone number to a blocked list. #### Can I forward calls that come in after hours? Yes, you can forward calls to technicians or office employees by following [these steps](/construction/docs/forward-after-hour-calls-to-technicians-with-basic-phones-recommended). #### How do I change an employee's extension or direct line? In ServiceTitan, the field labeled *Office Phone* in an employee profile is the direct line or extension used to reach them at their desk. Here is how you can change this number for individual employees: 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=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D) **> People > Employees**. 2. Find the employee account you want to modify and click **Edit** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png?sv=2026-02-06&spr=https&st=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D). 3. Change the *Office Phone* field as needed and click **Save**. #### Can I temporarily set up my phones to go to a remote number? Yes, you can temporarily change the default forwarding number by following [these steps](/construction/docs/change-your-set-forwarding-number-in-servicetitan). #### Can I remove phone numbers? You can't remove tracking numbers directly from your account. An administrator must contact [ServiceTitan Technical Support](https://go.servicetitan.com/#/ask), provide the number to remove, and reply to the confirmation email to approve the request. ## Call recording and tracking --- ### #### Can I send a call recording in an email? Yes, you can download a call and then attach it to an email. 1. Go to the navigation bar and click **Search**. 2. Select **Call** from the dropdown and then click **Search**. 3. Locate the call you want to send and click **Play**. 4. In the pop-up that appears, click **Download**. ![Call Playback screen in ServiceTitan](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/phone-integration---faq-image-475soq99.png?sv=2026-02-06&spr=https&st=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D)The call opens in a new tab. 5. Click **More** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D) and select **Download**. ![Select Download to save the audio recording of the call](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/phone-integration---faq-image-3rm2vb05.png?sv=2026-02-06&spr=https&st=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D)An mp3 file will be saved to your computer that you can attach to emails. #### How do I get a report of a history of recorded calls? Individual call metrics per employee can be located from the *Modular Dashboard* in the [Agent Scorecard](/construction/docs/dashboard-csr-metrics) section. Reports for cumulative call history can be generated in a few ways: 1. Use the *Search* feature in ServiceTitan 1. Go to the navigation bar and click **Search**. 2. Select **Call** from the filter drop-down. 3. Enter additional information in the filters and click **Search**. 4. Once findings are generated, click the **arrow** next to *Search* and **Export to Excel** or **Export to CSV** as needed. 2. Create a custom report 1. Navigate to the **Reports** tab and click **Create Report**. 2. Select Calls for the *report type* and *report template*. ![Creating a Calls report in ServiceTitan](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/phone-integration---faq-image-sdp9e3n3.png?sv=2026-02-06&spr=https&st=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D) 3. Choose the *Columns to be displayed in the report* and click **Next**. 4. Name the report, specify the category, then click **Save**. 5. Once finished, click **Export** and download the report as an *Excel* or *PDF* file. #### How do I delete a call recording? [Contact Technical Support](https://go.servicetitan.com/#/ask) and request the support agent to delete the recording. Include the incoming or outgoing phone number and the exact date and time of the call in your request for removal. #### Why are some parts of calls missing from the recordings in ServiceTitan? Call Recordings are automatically paused when customer service representatives open the *Charge Credit Card* screen from *Payment Collections* regardless of their *Pause Call Recording* permissions. This is intended and cannot be disabled. #### Can ServiceTitan restrict certain employees from listening to specific calls taken over by an administrator? No, ServiceTitan does not currently support restricting access to individual calls on a per-user basis. You can control access to *all* calls for an employee, not specific ones. To do so, go to **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=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D) **> People > Employees > Employee Permissions** and edit the permissions in the *Calls* section. ## Text messaging and voicemail --- ### #### What are the TCR campaign guidelines and requirements? To help your company's brand get registered with the TCR for 10DLC: 1. Complete the [Register for Texting](/construction/docs/register-your-business-for-sms-and-mms-delivery) form in your ServiceTitan account. 2. Ensure your company has a website (or online presence) to be approved. 3. Have a dedicated area on your website with the following: 1. Call-to-Action (CTA) 2. Privacy Policy 3. Terms & Conditions For more information, see [TCR campaign guidelines and requirements](/construction/docs/tcr-campaign-guidelines-and-requirements). #### Can text messages be sent to phone numbers not linked to a customer profile in the system? You can only send text messages to phone numbers that are linked to a customer in ServiceTitan. Create a customer profile first and then click **Chat** to send a text message to your customer. #### How do I track and return missed calls that went to voicemail? Missed calls show up and are classified in ServiceTitan as *Abandoned*. You can locate these calls on the *Dashboard* in the *Agent Scorecard* section. Click **Abandoned**. ![Arrow pointing to the Abandoned tab of the Agent Scorecard](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/phone-integration---faq-image-4gej10p3.png?sv=2026-02-06&spr=https&st=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D) A manager should regularly click each Abandoned Call to classify it properly. If it was a missed call, you can call the number back directly from your handset. If it turns out to be a job booking, click **Manual Call** from the *Calls* screen to start booking it. If you want someone else to follow up on it (and you have the Leads feature enabled), you can [create a new lead](/construction/docs/capture-a-lead-manually). ## Phone functionality and troubleshooting --- ### #### Why can't I make outbound calls through ServiceTitan? Try the troubleshooting steps below to ensure you're able to place outbound calls through ServiceTitan: 1. Call the employee's number directly. The system calls the number in the employee's profile first. If there are any issues with this, an outbound call fails. ![The Office Phone section in the Employee profile](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/phone-integration---faq-image-w2xuzikr.png?sv=2026-02-06&spr=https&st=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D) 2. Ensure the device allows calls (no spam blockers, Focus mode/Do Not Disturb off), and reinstall the app if needed. 3. Call the customer directly. If the call fails, replace the number in the profile and retry. 4. If the troubleshooting steps above don't work, contact [ServiceTitan Technical Support](https://go.servicetitan.com/ask). Gather details from recent call attempts: caller's number, number dialed, date/time, and description. For more detailed information, see [Resolve Basic Phones issues](/construction/docs/resolve-basic-phones-issues). #### Why don't I receive inbound calls through ServiceTitan? Try the troubleshooting steps below if you don't receive inbound calls through ServiceTitan: 1. Test your forwarding number. 1. Go to **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=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D) **> Phones > Phone Numbers**. 2. Find the reported number, and call the forwarding number. If the issue persists, contact your phone provider. 2. Test the tracking number. 1. Go to **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=2026-10-30T23%3A47%3A08Z&se=2026-10-31T00%3A47%3A08Z&sr=c&sp=r&sig=%2FIQwTj54CM4InexLi60nZywgxflneegAbJr%2Fyy%2BH2C0%3D) **> Phones > Phone Numbers**. 2. Call the tracking number. If you only replicate the issue when calling to the tracking number, it may be ServiceTitan-related. 3. Collect recent call details: caller's number, number dialed, date/time, and description. 4. Contact [ServiceTitan Technical Support](https://go.servicetitan.com/ask) for further assistance. For more detailed information, see [Resolve Basic Phones issues](/construction/docs/resolve-basic-phones-issues). #### How can I see what the outbound caller ID is when we initiate calls through ServiceTitan? 1. Add your personal number to a test Customer Record in ServiceTitan. 2. Start the call by clicking your personal number in the test customer record. 3. Check your phone to see what caller ID appears — that's the outbound caller ID customers will see. ## Route blocks --- ### #### What is a call route? In North America, calls are passed between carriers, like a relay race, starting from the caller's carrier to the receiver's. Large networks like AT&T or Verizon use multiple servers across different regions to handle call traffic. The path of any particular call, both geographically/physically as well as digitally is known as the call route. Any given call route may have multiple carriers involved in handing it off. #### Where does ServiceTitan fit in? ServiceTitan is another step in the process that calls go through to reach their destination. When someone dials a ServiceTitan tracking number, their phone carrier sends the call over the Public Switch Telephone Network (PSTN) to us. From there, ServiceTitan forwards the call through the PSTN to the office line that isn't publicly advertised (forwarding number). Since ServiceTitan isn't a phone carrier, most calls to any number are handled through our network in the same way. All calls follow the same systems within ServiceTitan. The only time things change is when calls are sent to their final destinations, which can differ based on the forwarding number linked to the tracking number. #### What happens when there's an issue? When a phone issue is reported to us, testing is required to determine the likely place in the chain where the issue is happening as we can't see it directly. Most of the time, issues happen with one of the carriers between ServiceTitan and the destination provider. A telecom specialist will then place a route block to stop calls from going through that carrier and switch them to a different route. Using the relay race analogy, a route block is like ServiceTitan deciding to pass the baton to a different runner. Automatic recording of all inbound and outbound calls logged against the customer record in ServiceTitan. **What it does:** Provides a permanent, searchable audio record for dispute resolution, training, and quality assurance. **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A regular 10-digit phone number approved for business texting (vs. toll-free). **What it does:** Enables compliant SMS messaging to customers using a standard local number, improving deliverability and trust. **Also called:** Standard business number approved for texting **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A call where the customer hung up before reaching a CSR. It cannot be attached to a customer or job and does not count toward CSR conversion metrics. **What it does:** Tracks unanswered call volume so you can spot staffing gaps and recover lost revenue opportunities. **Where to find it:** Dashboard › Agent Scorecards (Abandoned); or Search by Call type: Abandoned. **Tags:** Phones Pro [Learn more →](https://help.servicetitan.com/docs/understand-call-classifications) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)