---
title: "What is causing the delay in inbound calls connecting to the forwarding number and how can it be fixed?"
slug: "what-is-causing-delay-inbound-calls-connecting-forwarding-number-how-fix"
updated: 2026-10-15T01:07:26Z
published: 2026-10-15T01:07:26Z
canonical: "help.servicetitan.com/what-is-causing-delay-inbound-calls-connecting-forwarding-number-how-fix"
---

> ## 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.

# What is causing the delay in inbound calls connecting to the forwarding number and how can it be fixed?

## Problem

Inbound calls experience a delay. This makes customers hang up before the call connects.

## Solution

### Identify and test the forwarding number experiencing delays

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=2026-10-31T02%3A38%3A40Z&se=2026-10-31T03%3A38%3A40Z&sr=c&sp=r&sig=90bJVDEk01oKPxz54%2BU4MhmTxhsPwWe7sSgk8du0ZjQ%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.
  1. 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.
  2. If you are unable to replicate the issue on the forwarding number, go to step 2.

### Test the tracking number

1. Call the tracking number to test the forwarding.
  1. If the call goes through successfully, it may be intermittent or only affecting some callers.
  2. If you're unable to place a successful test call, contact [ServiceTitan Technical Support](https://go.servicetitan.com/#/ask).

### Collect examples and contact Technical Support

1. Find two calls where there was a confirmed delay in reaching the office.
  1. If you *did* replicate, use your test calls.
  2. If you *did not* replicate, collect two examples from ServiceTitan.
2. 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:
  1. Caller's number
  2. Number dialed
  3. Date, time, and timezone
  4. Description