Troubleshooting
Role: Administrator · Office EmployeeArea: Basic Phones, Click-to-Call · Last verified: 08/18/26
What you're seeing
When an office employee uses Click-to-Call, ServiceTitan calls their phone first, then connects them to the customer once they answer. Instead, the employee's phone doesn't ring and the call goes straight to voicemail, forcing them to end the call from their computer — this can happen on every call or only sometimes. In some cases, the call reaches the employee's direct line instead of their extension, and ServiceTitan shows an error like "problem occurred while placing your call, please contact support."
Why this happens
There are 3 common reasons.
Reason 1
The Office Phone field doesn't hold a valid outside number.
The field is either empty, or it's set to a ServiceTitan tracking number instead of the employee's personal cell or direct line.
Reason 2
The company's phone number is blocked on the employee's device.
ServiceTitan's call to the employee never rings through if their device is blocking the company number.
Reason 3
The company's phone number isn't saved as a contact.
Without it saved, the employee's phone may filter the incoming call as unknown or spam.
How to fix it
Run these checks in order. Most issues are resolved by Check 1.
1Confirm the Office Phone field holds a valid personal number
Go to the top toolbar and click Settings.
In the side panel, click People > Employees.
Find the employee's profile and click Edit.
Check the Office Phone field. If it's empty or shows a ServiceTitan tracking number, replace it with the employee's personal cell number or direct line.
Click Save.
Test Click-to-Call with your own number first. If it works, switch back to the employee's number and test again.
✓ Done · If the Office Phone field was missing or wrong and you fixed it, Click-to-Call now rings the employee's phone as expected. You're done.
2Confirm the company number isn't blocked on the employee's device
Use this if Check 1 didn't resolve the issue.
Go to the employee's mobile device settings.
Open the list of blocked numbers.
Look for the company's phone number in the list.
If you find it, remove it from the blocked list.
Test Click-to-Call again.
✓ Done · If the number was blocked and you removed it, calls now ring through. You're done.
3Add the company number as a saved contact
Use this if Check 2 didn't resolve the issue.
Open the contact list on the employee's phone.
Add the company phone number as a new contact.
Save the contact.
Test Click-to-Call again.
✓ Done · If the number wasn't saved and you added it, calls should now come through instead of being filtered. You're done.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
Employee name and the number currently in their Office Phone field
Whether the call fails every time or only sometimes
Any error message shown (e.g., "problem occurred while placing your call")
Which checks from this article you already tried
Want to learn more?
Technicians cannot call out using the Click-to-Call feature ›
See this sibling article if the same issue affects a technician instead of an office employee
What is causing outbound calls to ring on multiple lines before connecting to the customer dialed ›
See this related article if calls connect but ring extra lines first