Overview
Call forwarding is a feature that is controlled by your phone provider. This article provides several troubleshooting tips to fix common call forwarding issues.
Who uses this feature
Administrators
Applies to all business types
Forward your calls
If you are using a VoIP system:
You need to forward your lines to the phone number given to you in your phone provider portal.
It’s important to have calls forwarded to us 24/7 with a designated number of dial attempts made. For example, after five rings, the phone call is forwarded to Scheduling Pro.
This includes ServiceTitan Phones Pro. Changes are made in the Dialpad app.
If you are using a telecom provider (For example, AT&T, Verizon, T-Mobile, etc.):
You need to speak with your customer representative or account manager and have them input the number provided to forward your lines over.
Be sure to specify that you are forwarding calls during the day for overflow and after hours.
Perform a call forward test
After you have the call forwarding number set up in your system, you can perform a call forward test. It's very important to confirm the following:
Your phones are forwarding correctly and that the calls are going to Scheduling Pro.
Our Live Agent sees the originating phone number (your customer's number) popping up in our CRM when we receive your calls.
Our Agents will confirm the number they see on the caller ID on each call.
You can call and ask the Agent to proceed with a "test / mock call" to test your forwarding.