An office employee is unable to use the Click-To-Call feature

Problem

A CSR is unable to make outbound calls using the Click-To-Call feature. The employee's phone goes straight to voicemail instead of ringing.

Solution

Fix the Click-To-Call issue for a CSR by adding their cell phone number to the Office Phone field in their employee profile. Make sure the company's main number isn't blocked on their device—add it as a contact if necessary.

Edit the employee's office phone number

1. Go to the top toolbar and click Settings .

2. In the side panel, click People > Employees. 

3. Find the CSR's profile you need to modify and click Edit.

4. Find the Office Phone field in their employee profile and enter the CSR's cell phone number. This is the number ServiceTitan calls when the CSR uses the Click-To-Call feature.

5. Click Save to save the changes.

6. Try making a call using the click-to-call function to see if it works with a test number.

Check if the company phone number is blocked on the employee's device

1. Go to the employee's mobile device settings.

2. Find and open the list of blocked numbers.

3. Look for the company's phone number in the list.

4. If you find the company's phone number, remove it from the blocked list.

5. After unblocking the number, test the click-to-call function again in ServiceTitan.

Add your company phone number as a new contact

1. Open the contact list on the employee's phone.

2. Add your company phone number as a new contact.

3. Save the contact.

4. Test the click-to-call function again in ServiceTitan.