Basic Phones - Phone number can’t be called and receiving a disconnect message

Problem

Customers are calling the advertised numbers and receiving a disconnect message saying the phone number is no longer in service.

Solution

Confirm there are no reported outages or system-wide issues before proceeding with the steps below. Enable Emergency Phones Fallback in case of an outage.

1. Attempt to replicate the issue by calling the forward to number.

• If Yes, the issue is with the customers phone carrier and a repair ticket will need to be opened with them to address the issue.

• If No, Go to step 2.

2. Attempt to replicate the issue by calling the advertised number.

• If Yes, reach out to ServiceTitan Technical Support and a repair case will need to be opened to address the issue.

• If No, call examples will be needed as the issue was not replicated and it could be intermittent or could be a third party issue on the caller's end. 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