---
title: "Reasons for Discrepancies between Inbound Calls in ServiceTitan and DialPad and Accessing Historical Call Data"
slug: "reasons-for-discrepancies-between-inbound-calls-in-servicetitan"
updated: 2026-10-15T01:12:26Z
published: 2026-10-15T01:12:26Z
canonical: "help.servicetitan.com/reasons-for-discrepancies-between-inbound-calls-in-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.

# Reasons for Discrepancies between Inbound Calls in ServiceTitan and DialPad and Accessing Historical Call Data

## Problem

Inbound calls in ServiceTitan and DialPad may not always match exactly 100%. There could be several reasons for this, such as calls with technicians not being shown in ServiceTitan, or non-tracking numbers not being routed to ServiceTitan. Additionally, historical call data from before implementing Phones Pro may only be accessible in ServiceTitan.

## Solution

- If there are specific examples of calls that are not matching between ServiceTitan and DialPad, review them to determine the reason for the discrepancy.
- If the call is with a technician, it will not show up in ServiceTitan when filtering for calls with customers. DialPad should still show these calls.
- If a non-tracking number was dialed, it will not route to ServiceTitan without directly forwarding from the phone provider to a ServiceTitan tracking number.
- If using Phones Pro, all calls should be in DialPad. If not using Phones Pro, calls will only be in ServiceTitan.
- To access historical call data from before implementing Phones Pro:
  - Go to the phone number in ServiceTitan.
  - Click **Edit**. Where the phone number is assigned to in DialPad displays. Historical information prior to adding Phones Pro will only be in ServiceTitan.
- Calls using ServiceTitan Click-to-Call will show as outbound calls in ServiceTitan but will show as inbound calls in Dialpad. This is because for click-to-call, ServiceTitan needs to ring back (call directly) to the user initiating the call. Once the ServiceTitan agent takes the call, a second outbound call is made to the customer, displaying the caller ID number set in ServiceTitan.

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)