Microphone
Why does my browser say it needs permission to use the microphone, and why doesn't the Give Permissions button work?
If you haven't given permission for Contact Center Pro to use your microphone, you'll see an alert at the top of the page.
If the Give Permissions button isn't working, you may have previously denied access to Contact Center Pro. To resolve this, manually update your microphone settings in Google Chrome. For more information, see Resolve microphone and audio issues in Contact Center Pro.
Why can't customers hear me, but I can hear them?
If you are using a wired headset, first, make sure it's firmly connected to your computer.
Make sure your Chrome microphone settings are set to use your headset. For more information, see Resolve microphone and audio issues in Contact Center Pro.
New employees and user management
How do I set up a new employee on Contact Center Pro?
Configure account settings in ServiceTitan, Enterprise Hub, and Contact Center Pro to ensure your employee profiles are ready for Contact Center Pro. Follow these steps for a smooth process:
Step 1: Set up a new phone number in ServiceTitan
Step 2: Configure the employee account in Enterprise Hub
Step 3: Configure the employee account in Contact Center Pro
For detailed instructions, see Set up new employee profiles in Contact Center Pro.
What should I do if my employee never received the email from Enterprise Hub?
You need to resend an invitation through Enterprise Hub.
Go to Enterprise Hub > User Management.
Find the user you recently created.
If their status says Invite sent, click More, and then select Resend Invite.
How do I update permissions for Contact Center Pro users?
For your Contact Center Pro users/employees, all permissions going forward must be managed through Enterprise Hub, even ServiceTitan permissions. For more, see Quick start guide: Enterprise Hub Roles for existing ServiceTitan customers.
Go to Enterprise Hub > User Management > Roles.
Select the appropriate roles you want to change.
Review EnterpriseHub and ServiceTitan permissions, modify them, and click Save Changes.
Note: For the employees that don't use Contact Center Pro, manage permissions in ServiceTitan under Settings
> Role Permissions (or Settings
Phone numbers and call management
We are using a new number for a marketing campaign. What do I need to do?
If your marketing team got new number(s) for a campaign, ensure they are assigned to a Routing Workflow before the campaign starts and the number is shared with customers.
Notes:
Numbers must be assigned to an active Routing Workflow before the campaign is sent out. Otherwise, calls to these numbers will be disconnected.
Newly acquired numbers are available in Contact Center Pro the next day. If it is time-sensitive, email ccprosupport@servicetitan.com for assistance.
To assign a number to a Routing Workflow in Contact Center Pro:
Go to Contact Center Pro > Settings
> Routing Workflows > Workflows. 
Find the appropriate workflow and click Edit
.In the new workflow screen that opens, click Start.
In the Entry Points flyout, select the phone numbers of your choice.
Tip: Filter results by Status (Unassigned) and Account(Tenant) or use the Search bar to locate specific numbers. You can also select or deselect all available numbers in bulk.
When finished, click Save.
After the Routing Workflow is configured, click Activate.
Place a test call to this number to ensure it connects to your call center and that a green call bubble appears in ServiceTitan, before going live with the campaign.
For more information, see Set call routing rules in Contact Center Pro.
Why doesn't the new phone number I acquired from ServiceTitan show up in Contact Center Pro?
Newly acquired numbers are available in Contact Center Pro the next day. If it is time-sensitive, email ccprosupport@servicetitan.com for assistance.
What should I enter in the Forwarding Number field under Phone Numbers settings when acquiring a new number or setting a default in ServiceTitan?
For Contact Center Pro accounts, the Forwarding Number field shows the number the calls are forwarded to when Call Continuity is enabled. If you already have the Call Continuity number set up, you can enable the Use Default Number toggle for the Forwarding Number when acquiring an additional phone number.
Can I block a number in Contact Center Pro?
No, we currently do not support blocking numbers. Additionally, your existing Blocked Numbers list in ServiceTitan will not be recognized if you are using Contact Center Pro.
Voicemails
How does an employee set up their voicemail or get their PIN?
Employees can manage their Personal Voicemail Settings from the My Phone Settings screen in Contact Center Pro. See Manage your voicemails in Contact Center Pro for more information.
Administrators and managers can only determine which users should have access to the Voicemail feature, in User Management. See Configure voicemail settings in Contact Center Pro for more.
Who needs a voicemail?
It's up to you. Personal voicemail is most useful for office employees receiving direct or transferred calls, such as permit coordinators or managers. In these cases, if the user is not online, the call disconnects immediately; if the user is online but doesn't answer, the call disconnects after some time.
How do I know if I received a voicemail?
Because Contact Center Pro doesn't currently provide in-app notifications, you can enable email alerts to stay on top of new voicemails.
We recommend checking your voicemail queue regularly throughout the day. However, setting up email notifications for your personal or group inboxes is the most effective way to be alerted when a new message arrives. For more, see Configure voicemail settings in Contact Center Pro.
Handling calls
Why do I see an incoming call but not hear the ringing (in Chrome)?
There are two things we recommend:
Add Contact Center Pro to your Chrome settings, to ensure Chrome doesn't deactivate/silence your Contact Center Pro tabs due to inactivity.
Launch your Chrome browser and click More > Settings.
Go to Performance > General.
In the Always keep these sites active section, click Add and enter the following sites:
Check your office's internet/network, by running a network test. Sometimes, your network, ad blocker, firewall, or antivirus software can block our web sockets, disrupting your ability to hear or respond to calls.
What happens when I receive a call while I'm already on another call?
When you're on an inbound queue call, you won't receive additional calls from any of your queues. However, you may still get an incoming call if:
Someone dials your Direct Line
Another employee calls you internally
A Routing Workflow routes calls directly to you
If you're on an outbound call, you might receive an incoming queue call, only if your status is still Available. To avoid this, update your status to Unavailable when making outbound calls.
The incoming call will trigger a standard call-waiting tone/beep, which is designed to be non-disruptive. You'll have the option to reject the call if needed.
How can I understand what happened during a call, including why it ended or was disconnected?
Use the Call Journey in Conversation History to view a complete, chronological timeline of the call. Events are displayed in order and grouped into clear stages--such as call start, routing, agent or voice interactions, and call end--so you can quickly identify where and why the call ended.
To view the Call Journey:
Go to Contact Center Pro and click Conversation History.
Find and select the conversation you want to review.
Click the Call Journey dropdown to expand the full event timeline.
Why can't agents using Contact Center Pro click call bubbles in ServiceTitan core anymore?
Interaction with call bubbles has been intentionally disabled for Contact Center Pro agents to prevent system errors and inaccurate call classification. Previously, clicking call bubbles in ServiceTitan could trigger failures that impacted reporting and data integrity. This change eliminates that risk, improving call accuracy and overall system stability.
Why won't the system let me close and classify a call?
Currently, if you transfer the call to another employee by typing in their Direct Line, you won't be able to classify the call until the call ends.
If you run into this issue on a call you did not transfer, contact ccprosupport@servicetitan.com for assistance.
How long do I have to answer a call? Why is it sometimes not on my screen for very long?
Your company decides how long a call rings to each agent, before serving the call to another agent. Some settings determine when a call should roll over to another queue or be forwarded to an answering service.
Why does Contact Center Pro not work on satellite internet?
Voice over Internet Protocol (VoIP) calls need a fast, steady internet connection. Satellite internet has a long delay because the signal has to travel to space and back, and it's more likely to fluctuate due to weather or congestion. As a result, calls can have long pauses, sound choppy/robotic, or drop. This limitation applies to any VoIP platform, not just Contact Center Pro.
Statuses and customization
Can I change my status if I finish Wrap Up early?
No, you cannot manually exit Wrap Up, and refreshing Chrome won't work. You must wait for the full Wrap Up time to expire. For more, see Set your status in Contact Center Pro.
Can I add custom statuses to the Status dropdown?
No, customizing or modifying statuses is not currently supported. For more, see Set your status in Contact Center Pro.
Workflows and ring strategy
Instead of a caller immediately being put on hold while waiting for an agent, can we have the caller hear ringing?
Not at this time. To achieve this, you'd need to set your hold music to a ringing audio file. However, this may not provide the best customer experience and could cause confusion if callers hear prolonged ringing. For more, see Set up queues in Contact Center Pro.
Can I use queues rolling over to other queues to simulate a fixed-order or skill-based ring strategy?
You can set up calls to roll over from Queue A to Queue B to Queue C and control who is assigned to each queue. However, if all agents in Queue A are on a call, the caller will remain on hold until the rollover timer expires before moving to the next queue. Currently, there's no option for immediate rollover if no agents are online or available. For more, see Set up queues in Contact Center Pro.
Can I use the Simultaneous Ring for my call center?
Note: There are currently known issues with Simultaneous Ring, particularly when multiple agents attempt to answer the same call at the same time (as of 2/19). Our team is actively working on a resolution.
We don't recommend using Simultaneous Ring for your call center, but it is possible. However, there are some key limitations:
All agents who are in Available status, and are not actively on a call, receive the incoming call.
When someone answers the call, the call notification disappears for others without indicating who answered, which can be confusing.
Agents must manually switch to Unavailable if they are unable to take calls as there is no option to reject calls.
Calls may be avoided as agents assume someone else will answer, leading to missed calls.
Constant ringing can be disruptive for agents and increase cognitive load.
This feature is not compatible with Force Away settings.
For more, see Routing strategies: Why Simultaneous Ring is not recommended.
How does the Estimated Wait Time work when I add an Announce Wait step to my queue's Hold Experience?
When you add an Announce Wait step to your queue's Hold Experience, the system announces a predicted wait time to callers based on real-time data from your call queue -- not a static, pre-set number.
The system tracks how long recent callers waited before their calls were answered and uses two calculation methods to keep estimates accurate:
Time-based averaging: Looks at calls from approximately the last 15 minutes
Entry-based averaging: Looks at approximately the last 10 answered calls
Rather than always using the same method, the system monitors which approach has been more accurate recently and automatically switches to whichever is performing better. This allows estimates to adjust dynamically as call volume, agent availability, and queue activity change throughout the day.
Caution: Estimated wait times are predictions, not guarantees. They can change if call volume spikes, agents become unavailable, or calls run shorter or longer than usual.
To add an Estimated Wait Time announcement to your queue, add an Announce Wait step under Hold Experience. For more, see Set Up Queues in Contact Center Pro.