Main advertised number not routing through ServiceTitan

Problem

You recently got new physical phones in your office and noticed that a call line is ringing only in the office and not showing up in ServiceTitan. 

Solution

Place test calls to identify where the issue is coming from.

Test your numbers

1. Test your forwarding number.        

   1. Go to the navigation bar and click Settings .

   2. Click Phones > Phone Numbers.

   3. Find the Phone Number the issue has been reported on and call the Forwarding Number next to it. 

      • If you replicate the issue by calling the forwarding number, the issue isn't related to ServiceTitan. Contact your phone provider to troubleshoot the issue further.

      • If you are unable to replicate the issue on the forwarding number, go to step 2.

2. Test the tracking number.        

   1. In Settings > Phones > Phone Number, find the Phone Number the issue has been reported on and dial it. 

      • If you replicate the issue by calling the tracking number, it is likely a ServiceTitan issue.

      • If you are unable to replicate the issue on the tracking number, the issue might be intermittent.

3. Collect call examples from the past 24-48 hours at most and contact Technical Support. Use the format below to provide examples to the Support Agent:

• Caller's number

• Number dialed

• Date, time, and timezone

• Description