How to fix Click-to-Call skipping CSR and connecting directly to customer

Problem

The click-to-call feature is skipping the CSR and connecting directly to the customer.

Solution

Verify the employee's office number in their ServiceTitan profile by calling it directly. Check if your outbound caller ID is blocked on their device.

Check the CSR's Office Phone number

1. Go to the top toolbar and click Settings .

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

3. Select the employee who is experiencing the issue and click Edit .

4. Call the Office Phone number that is listed in their profile and see if you can reach the employee.        

   • If you replicate the issue, it's not related to ServiceTitan. Contact your CSRs phone provider to troubleshoot the issue further.

   • If you do reach the employee, contact ServiceTitan Technical Support and provide call examples from the past 24-48 hours at most.

Note: If your CSR uses a desk phone or softphone, verify their settings to ensure incoming calls aren't blocked. Check for features like Do Not Disturb or call forwarding to voicemail that might prevent calls from coming through.

Check if your main number is blocked on the CSR's device (iOS/Android)

1. For iOS devices:        

   1. Go to Settings > Phone.

   2. Under Calls, tap Blocked Contacts, then check the list for the number.

   3. Swipe left on the number and then tap Unblock.

2. For Android devices:        

   1. Open the Phone app.

   2. Tap Menu in the upper-right corner.

   3. Tap Settings > Blocked numbers and check the blocked numbers list.

   4. Tap and hold the number and then tap Unblock.