---
title: "Why are technician phone numbers linking to the wrong technicians, and how can we fix it?"
slug: "why-are-technician-phone-numbers-linking-to-wrong-technicians-how-fix"
updated: 2026-10-15T01:07:36Z
published: 2026-10-15T01:07:36Z
canonical: "help.servicetitan.com/why-are-technician-phone-numbers-linking-to-wrong-technicians-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.

# Why are technician phone numbers linking to the wrong technicians, and how can we fix it?

## Problem

Technician phone numbers are linked to the wrong technician. This happens when a customer calls back a number, and it reaches a different technician than the one who originally called.

## Solution

Incorrect technician call routing occurs when the *Outbound Caller ID* in their profile is wrong or missing.

### Adjust the Caller ID in the technician's profile

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=2026-10-31T02%3A38%3A33Z&se=2026-10-31T03%3A38%3A33Z&sr=c&sp=r&sig=GRRki2wGdguXh1Uuq%2FBzNZ4T4RdA%2Bs7HYz2V%2FFisw1o%3D) .
2. In the side menu, click **People > Technicians**.
3. Click **Edit** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A38%3A33Z&se=2026-10-31T03%3A38%3A33Z&sr=c&sp=r&sig=GRRki2wGdguXh1Uuq%2FBzNZ4T4RdA%2Bs7HYz2V%2FFisw1o%3D) to view and edit the Technician Profile information.
4. In the *Contact Information* section, select the right *Outbound Caller ID* for the technician.

> [!NOTE]
> **Note:** The *Outbound Caller ID* is the number that is displayed on the customer's end when the technician calls them through the ServiceTitan mobile app. If you find a technician without an outbound call number or with an incorrect one, you need to add or correct it.
5. After assigning or correcting the outbound call numbers, make test calls to ensure they are routing correctly.

The user record for a field technician in ServiceTitan, containing schedule, skills, pay rates, certifications, and performance history.

**What it does:** Centralizes all information needed to schedule, pay, and evaluate a technician from a single record.

**Also called:** Tech profile, Field user record

**Tags:** Core

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)