Phones Pro and Dialpad outage standard procedure

Overview

In the event of a systematic Dialpad outage where you can't receive calls or access Dialpad, ServiceTitan will initiate the Call Continuity failover. To prepare for this, make sure that the number you have in the Call Continuity screen is accurate. Once failover is initiated, all calls will connect directly to the Call Continuity phone number.

Things to know

• The Call Continuity Number is a non-Dialpad/ServiceTitan number set in ServiceTitan that calls can be forwarded to in the event of a Dialpad outage. Ensure that the number you have in your Call Continuity field is accurate.        

  Note: Call Continuity numbers are set up as a direct line to an answering service, a back up telecom system, or a cell phone number.

• While this can be set up as a default that applies to all tracking numbers, each tracking number can have its own Call Continuity number.

• The Continuity Number has no role in normal operation unless enabled. Phones Pro does not use call forwarding.

• Calls to the continuity number will show in ServiceTitan not Dialpad.

• ServiceTitan will display an in-app message that the outage has taken place and will also send a corresponding message once the issue has been resolved and call traffic is restored to Dialpad.

• The ServiceTitan Voice Agent Number option on the Call Continuity page is only available if the Voice Agent feature is enabled for your account. If it is not enabled, this option appears grayed out.

Access the Call Continuity screen

1. In ServiceTitan go to the top toolbar and click Settings .

2. In the side panel, go to Phones Pro > Call Continuity. 

The Call Continuity screen opens so you can configure your default call continuity number.

Set your Call Continuity destination

Under Default Call Continuity Number, choose how incoming calls should be routed when Call Continuity is active.

• Select ServiceTitan Voice Agent Number to set ServiceTitan's Voice Agent as the primary responder. Calls will be automatically answered, transcribed, and booked according to your Voice Agent settings.        

  Note: The Voice Agent Number option is only available if Voice Agent is enabled for your account.

• Select External Number 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. When finished, click Save.

Note: The number set here appears in Settings > Phones Pro > Phone Numbers as the default for all tracking numbers. To use a different number for a specific tracking number, go to Phone Numbers, edit a number and select Add Custom Number.

Enable call continuity

1. Turn on the Enable Call Continuity toggle.

2. Place a test call to one of the tracking numbers and confirm it's reaching the continuity destination and not Dialpad.

Disable call continuity

1. Turn off the Enable Call Continuity toggle.

2. Place a test call to one of the tracking numbers and confirm it's going through the Dialpad call routing.        

   • If the call is routed through Dialpad, it will ring the employee's Embedded Phone, Dialpad App, or desk phone, depending on what's used.

   • For AI Contact Centers, you can also check the Dialpad Live Dashboard to confirm the test call appears under Live Calls.

Want to learn more?

• See Resolve network and computer issues - Phones Pro

• See Resolve audio quality issues - Phones Pro

• See Enable Phones Pro for office employees