---
title: "Phones Pro - Cannot Make or Receive Calls"
slug: "phones-pro-cannot-make-or-receive-calls"
updated: 2026-10-15T01:11:46Z
published: 2026-10-15T01:11:46Z
canonical: "help.servicetitan.com/phones-pro-cannot-make-or-receive-calls"
---

> ## 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.

# Phones Pro - Cannot Make or Receive Calls

## Problem

Sometimes, agents cannot make or receive calls in Dialpad. The issue occurs when trying to call out to the customer with their number, but it is trying to go through on Phones Pro. They do not have a desk phone and use a softphone.

## Solution

To resolve call or audio issues, check your internet speed, computer performance, and close unnecessary programs; also test your device with Dialpad's in-app system test. Ensure your headset is properly connected and updated, and verify audio and notification settings in both your computer and Dialpad.

### Check your device and network

**Check Your Internet Connection**

- Run a speed test (e.g., [Speedtest.net](https://www.speedtest.net/)).
  - If slow, reboot your router, move closer to it, or switch to a wired connection.
    - Contact your Internet Service Provider (ISP) if issues persist.
- Learn about [Phones Pro network recommendations](/construction/docs/phones-pro-network-recommendations-and-setup).

**Run Dialpad's In-App Test**

1. Open the Dialpad Desktop App.
2. Go to your **Profile Settings > Issues during a call? > System test**.
3. Click **Start a Test** and complete it.

**Check Computer Performance**

- **Windows**:
  - Press **Ctrl + Alt + Del > Task Manager > Performance tab**.
  - CPU usage should be <75%. Check *Memory* tab too.
- **Mac**:
  - Go to **Go > Utilities > Activity Monitor**.
  - Check *CPU* (<75%) and *Memory* tabs.

**Review Browser & Background Programs**

- Close unnecessary tabs.
- Disable browser extensions.
- Quit background apps like music or video players.

For more details, see [Resolve network and computer issues - Phones Pro](/construction/docs/resolve-network-and-computer-issues-phones-pro).

### Check your audio settings

**Check your headset setup**

- Use the USB adapter instead of Bluetooth for better connectivity.
- Test with YouTube or music—if the issue persists, it may be the headset or computer.
- On your computer:
  - Click the **Speaker icon**, and then the **Arrow pointing up**.
  - Select the right device from the list.
- In Dialpad:
  - 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=2026-10-31T02%3A34%3A23Z&se=2026-10-31T03%3A34%3A23Z&sr=c&sp=r&sig=P4OGXywt6Fwpuy8j0wJcm08vQNOYSsgd4Q5BiJzFv1Y%3D) **>** **Hardware Settings**.
  - Select your device from **Microphone** and **Speaker/Headset** dropdowns.
  - Click **Test** to confirm audio is working.

**Install headset software and update**

Jabra and Poly headsets come with special software to check the devices' overall condition and identify any necessary updates.

- For a Poly device, install the [Poly Lens](https://www.poly.com/gb/en/products/services/cloud/poly-lens/app) software and check for updates.
- For a Jabra device, download the [Jabra Direct](https://www.jabra.com/software-and-services/jabra-direct) app and check for updates.

**Check Dialpad Settings**

1. In Dialpad, go to **Profile > Preferences**.
2. Under *Notify me about*, select **Calls** and **Messages**.
3. Under **Other Settings > Dialpad Everywhere**, ensure top two options are selected.

> [!NOTE]
> **Note:** If you're using the Embedded Dialer, enable **Show calls made from other devices**.

For more, see [Resolve audio quality issues - Phones Pro](/construction/docs/resolve-audio-quality-issues-phones-pro).

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)