--- title: "Contact Center Pro outage standard procedure" slug: "contact-center-pro-outage-standard-procedure" updated: 2026-05-22T09:53:23Z published: 2026-05-22T09:53:23Z --- > ## 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. # Contact Center Pro outage standard procedure ## Overview Call Continuity is a backup call-routing feature you activate only during a service disruption. When enabled, incoming calls bypass your standard Contact Center Pro workflows and route directly to your backup destination — your ServiceTitan Voice Agent or an external phone number. Enterprise Hub administrators can manage Call Continuity for all tenants in their network from a single screen in Contact Center Pro. Administrators at the individual tenant level can manage *Call Continuity* from their ServiceTitan *Settings*. --- ### #### Who uses this feature - Administrators and managers - Applies to all business types #### Feature configuration - Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo [here](https://www.servicetitan.com/features/pro/contact-center). - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) network. Contact your Customer Success Manager or Pro Account Manager to request a network. - The *Forwarding Number Settings* and *Phone Settings* ServiceTitan permissions are required to use this feature. Please contact the account administrator on your team. ## Things to know - The *Call Continuity Number* must be an external number, not a ServiceTitan tracking number or an employee's direct line. - Call Continuity should only be enabled during a service disruption. When active, all incoming calls for the affected tenant(s) bypass your standard workflows. You can route calls to one of two destinations: - **ServiceTitan Voice Agent** — Routes calls to your Voice Agent, which automatically answers, transcribes, and books calls. This option is only available if Voice Agent is enabled and configured for your account. > [!NOTE] > **Note:**Enable your Voice Agent in both Contact Center Pro and core ServiceTitan. Once set up, your settings automatically sync between the two systems. - **External Number** — Routes calls to a custom phone number, such as a third-party answering service, a third-party voice agent, or a backup telephony solution. - Each tracking number can have its own unique Call Continuity number. Set these in **Settings**![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)**> Contact Center Pro > Phone Numbers**. ## Add a default Call Continuity Number in ServiceTitan 1. In ServiceTitan, 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). 2. In the side panel, click **Contact Center Pro** **>** **Call Continuity**.![User interface showing Call Continuity feature in Contact Center Pro settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-outage-standard-procedure-1-image-2szgbpar.png) 3. In the *Default Call Continuity Number* section, select your destination: ![Settings for call continuity with options for ServiceTitan and external numbers.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-outage-standard-procedure-1-image-6arsnzkk.png) - **ServiceTitan Voice Agent Number:** Select this option to set ServiceTitan's Voice Agent as the primary responder. Calls will be automatically answered, transcribed, and booked according to your Voice Agent settings. - **External Number:** Select this option to route calls to a custom phone number, such as a third-party answering service, a third-party voice agent, or a backup telephony solution. 1. Select **External Number**. 2. Enter the phone number in the **Phone Number** field. 3. Click **Save**. > [!NOTE] > **Note:** The **ServiceTitan Voice Agent Number** option is only available if both the Contact Center Pro Voice Agent and standalone Voice Agents are enabled for your account. If you have multiple Voice Agents configured in your account, enabling the Voice Agent as your Default Call Continuity number will send all calls to your first (oldest) Voice Agent. ### Enable or disable Call Continuity from your ServiceTitan account In the *Status* section, turn on or off the **Enable Call Continuity** toggle. - When enabled, the page displays a warning that standard routing is bypassed. Place a test call to one of your tracking numbers to confirm calls are reaching your continuity destination. - When disabled, calls return to your standard Contact Center Pro workflows. Place a test call to confirm normal routing is restored. ![User interface showing option to enable call continuity with detailed description.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-outage-standard-procedure-1-image-tnh34k3w.png) ## Access the Call Continuity screen in Contact Center Pro Use this path to manage Call Continuity across all tenant accounts in your Enterprise Hub network. 1. In Contact Center Pro, go to **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)**>** **Call Continuity**. 2. The *Call Continuity Status* table lists all ServiceTitan accounts in your network. For each tenant, you can see: - **Tenant Name:** The name of the ServiceTitan account. - **Default Call Continuity Number:** The backup destination configured for that tenant (either a phone number or Voice Agent). - **Exceptions:** The number of phone numbers using a custom continuity number instead of the account default. - **Call Continuity Status:** Whether Call Continuity is currently on or off for that tenant. ![Overview of call continuity status for various tenants and their settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-outage-standard-procedure-1-image-gn79bxi1.png) Click **Update Settings** next to any ServiceTitan account to open that tenant's Call Continuity settings in a new tab. ## Enable Call Continuity for your tenant accounts > [!WARNING] > **Coming Soon** > > Contact Center Pro Upcoming Release ### Enable Call Continuity for all tenants > [!WARNING] > **Caution:**Before enabling Call Continuity across all tenants, review your tenant list to ensure each account is active on Contact Center Pro. If you find any tenants that are not on Contact Center Pro, contact your Customer Success Manager (CSM) to have them removed. This helps prevent potential call disruptions. 1. On the Call Continuity screen, click **Turn On For All**.![Call continuity settings with options to enable or disable for all tenants displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-outage-standard-procedure-1-image-l4qakia5.png) 2. In the confirmation dialog, review the message and click **Turn On For All** to confirm.![Prompt to enable Call Continuity for all tenants during service disruptions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-outage-standard-procedure-1-image-qnw990nx.png) The *Call Continuity* status badge at the top of the page changes to **Active**, and all tenants in the network show **On** in the *Call Continuity Status* column. A system-wide banner appears in Contact Center Pro to notify agents that calls are currently bypassing standard routing. ### Enable Call Continuity for a specific tenant In the **Call Continuity Status** column, toggle the switch to **On** for the tenant you want to enable. ![Call continuity status for various tenants with options to enable or disable settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-outage-standard-procedure-1-image-uudcryym.png) The toggle updates immediately to reflect the change. ## Disable Call Continuity for your tenant accounts ### Disable Call Continuity for all tenants 1. On the Call Continuity screen, click **Turn Off For All**.![Call continuity settings with active status and options to turn on or off.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-outage-standard-procedure-1-image-v77f4wcm.png) 2. In the confirmation dialog, review the message and click **Turn Off For All** to confirm.![Prompt asking to disable Call Continuity for all tenants with action buttons.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-outage-standard-procedure-1-image-6ntu61ir.png) The *Call Continuity* status badge changes to **Inactive**, and all tenants show **Off** in the *Call Continuity Status* column. ### Disable Call Continuity for a specific tenant In the *Call Continuity Status* column, toggle the switch to **Off** for the tenant you want to disable. ![Call continuity settings showing active status and tenant information for backup numbers.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-outage-standard-procedure-1-image-749cwbn2.png) The toggle updates immediately to reflect the change. ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro) - See [Configure voicemail settings in Contact Center Pro](/v1/docs/configure-voicemail-settings-in-contact-center-pro)