Pricing and setup
What is the pricing for Phones Pro?
The price for Phones Pro depends on what your business needs. To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
How do I schedule time with a Phones Pro specialist?
For issues such as setting up your auto attendant recordings or assigning extensions, you can contact Technical Support and they can assist with this.
You can also schedule a MAC (Move, Add, Change) call. Click here to schedule your call.
Note: The link is only for move or changes, not just port-in questions.
What are the next steps to complete setup?
If you haven't yet received any direction for how to complete your Phones Pro setup, follow these instructions:
Reach out to your Pro Account Manager (PAM) for Phones Pro. Your PAM is the first point of contact for potential Phones Pro customers.
Send an email to your PAM and ask them to reach out to you with the next steps.
Note: If you are not sure who your PAM is, you can find out by checking your emails or by contacting ServiceTitan Technical Support.
Once you have contacted your PAM, they will let you know what the next steps are.
If you have already sent in your Network test, your PAM will schedule a Discovery Call with you to discuss your setup and next steps.
What are the prices for basic and advanced seats for CSR in ServiceTitan?
Go to the top toolbar in ServiceTitan and click Settings
.In the side menu, click Your Account > Billing.
In the Invoices section, view the prices for Basic and Advanced CSR seats.
Phone number and employee management
Can I remove phone numbers?
You can't remove tracking numbers directly from your account. An administrator must contact ServiceTitan Technical Support, provide the number to remove, and reply to the confirmation email to approve the request.
How do I adjust or remove employee seats in Phones Pro?
Upgrade employee seats by navigating to Settings > Phones Pro > Account Setup. For more information, see Enable Phones Pro for office employees.
Note: You cannot remove or downgrade employee seats through ServiceTitan. To remove or downgrade seats, and for license or billing-related issues, contact Technical Support.
Call management
How do I track and return missed calls that went to voicemail?
Missed calls show up and are classified in ServiceTitan as Abandoned. You can locate these calls on the Dashboard in the Agent Scorecard section. Click Abandoned.
A manager should regularly click each abandoned call to classify it properly. If it was a missed call, you can call the number back directly from your handset. If it turns out to be a job booking, click Manual Call from the Calls screen to start booking it. If you want someone else to follow up on it (and you have the Leads feature enabled), you can create a new lead.
How do I handle spam calls in Dialpad?
In Dialpad, change the Call Blocking & Spam Prevention settings.
Go to Admin settings > Ai Contact Centers.
Select a contact center of your choice and go to Advanced settings.
In the Call Blocking & Spam Prevention section, select the appropriate options.
Add an Automated Response Menu to the main line.
Go to Admin settings > Office > Main Line.
Select Business hours & call routing and Edit Call Routing.
In the Routing Options section, select Other routing options > To an automated response menu.
Note: Automated callers usually can't navigate the response menu. So, the call hangs up before being routed to the agents in the contact center/department.
Why are some parts of calls missing from the recordings in ServiceTitan?
Call recordings are automatically paused when customer service representatives open the Charge Credit Card screen from Payment Collections regardless of their Pause Call Recording permissions. This is intended and cannot be disabled.
Can I change the email address for voicemail notifications?
Go to Dialpad and log in.
Click Departments or Ai Contact Centers and select a department or a contact center of your choice.
Go to Advanced settings.
In the Send email notifications for voicemails and faxes to additional email addresses section, click + Add an Email Address to add emails for receiving notifications.
Note: If you're already assigned as an agent in the Contact Center, you will receive the notifications by default. This can be managed under Your Settings > Emails and alerts.
Can I create custom holidays that repeat annually on variable dates like Thanksgiving or Memorial Day in Dialpad?
Yes. Follow the steps in the Configuring Holiday Hours | Routing Rules in Dialpad: recommended workflow article to create custom holidays.
Phone functionality and troubleshooting
What can I do if my DialPad Desktop App isn't working?
Uninstall the app from your computer:
Go to DialPad.com.
Click Your Settings > Your Devices.
Click the three dots next to your devices.
Select Delete device from list.
Re-download the app from DialPad.com.
What can I do if my DialPad Mobile App isn't working?
Uninstall the app from your phone:
Go to DialPad.com.
Click Your Settings > Your Devices.
Click the three dots next to your devices.
Select Delete device from list.
Re-install the app from the App Store or Play Market.
What can I do if my Web version of DialPad isn't working?
Click More
at the top right corner of your Chrome browser.Click More Tools.
Click Clear Browsing Data on the pop-up menu.
Select Cookies and Cached images and files.
Change the time filter at the top to All Time.
Click Clear Data.
Make a hard refresh by selecting Ctrl + Shift + R.
What can I do if my Embedded Dialer isn't working?
Click More
at the top right corner of your Chrome browser.Click More Tools.
Click Clear Browsing Data on the pop-up menu.
Select Cookies and Cached images and files.
Change the time filter at the top to All Time.
Click Clear Data.
Make a hard refresh by selecting Ctrl + Shift + R.