--- title: "Place outbound calls through Contact Center Pro" slug: "place-outbound-calls-through-contact-center-pro" updated: 2026-05-26T07:47:24Z published: 2026-05-26T07:47:24Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Place outbound calls through Contact Center Pro ## Overview With Contact Center Pro, you can call any customer or contact stored in ServiceTitan or enter a number manually. Outbound calls can be initiated by clicking numbers in ServiceTitan or Contact Center Pro and are automatically recorded and attached to the relevant customer, location, and job records. --- ### #### Who uses this feature - Customer service representatives (CSRs) - Applies to all business types #### Feature configuration - Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo [here](https://www.servicetitan.com/features/pro/contact-center). - The *Make Outbound Calls* permission is required to use this feature. Please contact the account administrator on your team. For more information, see [Manage Contact Center Pro permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - You can click-to-call from ServiceTitan and/or Contact Center Pro. To click-to-call from ServiceTitan (from *Follow Ups*, *Customer Records*, *Location Records*, or any other place where phone numbers are listed in the system), make sure your Contact Center Pro direct line number is also set on your ServiceTitan employee profile under Office Number. - If you're calling about a specific job, the easiest way to ensure you're calling the right number is to call the number listed on the *Location Record*. - Non-client-related calls, such as to a supplier, can still be placed using the keypad dialer in Contact Center Pro. These calls will not be found within your ServiceTitan account (e.g., in **Search > Calls**) since they aren't linked to any customer or location records. ## Outbound calls overview There are two ways to make outbound calls: - [Within ServiceTitan](/v1/docs/place-outbound-calls-through-contact-center-pro#place-an-outbound-call-from-servicetitan) – Clicking a number in ServiceTitan initiates a call, which can be recorded and linked to customer and job records. - [Within Contact Center Pro](/v1/docs/place-outbound-calls-through-contact-center-pro#place-an-outbound-call-from-contact-center-pro) – You can call contacts stored in ServiceTitan or dial any number directly. ## Place an outbound call from ServiceTitan Any time you click a number in ServiceTitan, the system initiates a call. ServiceTitan records the outbound call and attaches the recording to the job record. 1. Go to the navigation bar and click **Calls**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-calls-inactive.png) (or **Job Booking**). 2. [Search for](/v1/docs/use-search-in-servicetitan#search-in-call-booking) the customer's name. 3. From the results, open the *Customer* or *Location Record* you want to call. ![Open the Customer or Location Record you want to call](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/place-outbound-calls-through-contact-center-pro-image-zdq6ur9f.png) 4. Click the phone number listed in the *Details* menu under *Contacts*. ![Click the phone number listed in the Details menu under Contacts](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/place-outbound-calls-through-contact-center-pro-image-mk6t8v1f.png) 5. Click **Ok** to confirm the outbound call in the pop-up notification. ![Click Ok to confirm the outbound call in the pop-up notification](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/place-outbound-calls-through-contact-center-pro-image-f1xde5bl.png) 6. After you click to confirm the call, ServiceTitan places a call to your office phone. Answer your phone to connect with the customer. ## Place an outbound call from Contact Center Pro 1. In *Contact Center Pro*, enter the customer's name in the *Search for Customer* section. 2. From the results, click the customer's phone number. ![Click the customer's phone number](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/place-outbound-calls-through-contact-center-pro-image-n6y4iavb.png)In the pop-up notification, the system shows the customer's phone number and the *Caller ID* that will appear to the customer. 3. (Optional) Click **Change** next to the Caller ID to select the number shown to customers when you call. 1. Select one of the following options: 1. Select **Default Outbound ID** to use the default caller ID set for your ServiceTitan account. > [!NOTE] > **Note:** Some accounts may not have a default outbound ID set. 2. Select **Dynamic Caller ID** to automatically match the customer's area code, if available. 3. Select a tracking number to show one of your tracking numbers as the outbound caller ID. > [!TIP] > **Tip:** To simplify Caller ID selection, give your tracking numbers a name in [Settings](/v1/docs/configure-caller-id-in-servicetitan#custom-caller-id). This name is for your reference only and won't be visible to customers. ![Change outbound caller ID](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/place-outbound-calls-through-contact-center-pro-image-29lh8n57.png) 2. Click **Done**. 4. Click **Call** to confirm the outbound call. ![Click Call to confirm the outbound call](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/place-outbound-calls-through-contact-center-pro-image-ci4zz2cw.png) > [!TIP] > **Tip:** Click the number badge next to the customer's phone number to view and access all customer contact methods. ![Click the number badge next to the customer's phone number to view and access all customer contact methods](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/place-outbound-calls-through-contact-center-pro-image-opjct9qt.png) > [!TIP] > **Tip:** You can also click the customer account to view their details and initiate an outbound call directly from this screen. ![Click the customer's phone number](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/place-outbound-calls-through-contact-center-pro-image-2kzy36nw.png) ## Make an internal call Check the availability of your coworkers and place internal calls through ServiceTitan. You can call individual agents or connect with the available queues (departments) through Contact Center Pro. To call an internal contact: 1. Go to your Contact Center Pro account and click **Make a Call**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---place-outbound-calls-through-contact-center-pro---kb-how-to-doc-1-image-acxmdebc.png) 2. On the *Make a Call* screen that opens, select the **Office** tab. On this screen, you can see the employees' names, statuses, and phone numbers. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---place-outbound-calls-through-contact-center-pro---kb-how-to-doc-1-image-q36m1bqd.png) > [!TIP] > **Tip:** Use the search bar to find an agent by their name or phone number. 3. Select an employee and click **Call** to initiate the internal call. > [!NOTE] > **Note:** You'll see a tag indicating the call is internal in the *Calls* section of your *Inbox*. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---place-outbound-calls-through-contact-center-pro---kb-how-to-doc-1-image-kjm4g5hj.png) To call a technician: 1. Go to your Contact Center Pro account and click **Make a Call**. 2. On the *Make a Call* screen that opens, select the **Technicians** tab. The table shows each technician's name, tenant, and phone number. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---place-outbound-calls-through-contact-center-pro---kb-how-to-doc-1-image-xjkbd54r.png) > [!TIP] > **Tip:** Use the search bar to find a technician by their name or phone number. 3. Select a technician and click **Call**. > [!NOTE] > **Note:** This option requires the **Can directly call or transfer a call to technicians** permission. Contact your account administrator if you don't see the *Technicians* tab. To connect with an internal queue/department: 1. Go to your Contact Center Pro account and click **Make a Call**. 2. On the *Make a Call* screen that opens, select the **Queue** tab. In this screen, you can see the queue names, the number of employees for each, and the estimated wait time. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---place-outbound-calls-through-contact-center-pro---kb-how-to-doc-1-image-jaz264yo.png) > [!TIP] > **Tip:** Use the search bar to quickly find a queue by its name. 3. Select a queue and click **Call**. ## Make a call to an external number With Contact Center Pro, you can call an external number that isn't linked to any customer account in ServiceTitan. To call an external number: 1. Go to the *Contact Center Pro* screen and click **Make a Call**. ![Click Make a Call in CCP](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/place-outbound-calls-through-contact-center-pro-image-42tw46k4.png) 2. On the *Make a Call* screen that opens, select the **Keypad** tab. 3. Click the **Calling From** dropdown and select the ServiceTitan account to show the correct Caller ID to customers. > [!NOTE] > **Note:** If you select **No Account**, your DID number is used as the caller ID. ![Click the Calling From dropdown](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image-1776256021487.png) 4. (Optional) Click **Change** next to the Caller ID to select the number shown to customers when you call. 1. Select one of the following options: 1. Select **Default Outbound ID** to use the default caller ID set for your ServiceTitan account. > [!NOTE] > **Note:** Some accounts may not have a default outbound ID set. 2. Select **Dynamic Caller ID** to automatically match the customer's area code, if available. 3. Select a tracking number to show one of your tracking numbers as the outbound caller ID. > [!TIP] > **Tip:** To simplify Caller ID selection, give your tracking numbers a name in [Settings](/v1/docs/configure-caller-id-in-servicetitan#custom-caller-id). This name is for your reference only and won't be visible to customers. ![Change outbound caller ID](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/place-outbound-calls-through-contact-center-pro-image-zvw88o9w.png) 2. Click **Done**. 5. Enter the number in the appropriate field or enter the digits using the keypad. 6. When you're finished, click **Call**. ![Click Call in CCP](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image-1776255968053.png) ## Use the Picture-in-Picture call bar When you navigate away from the Contact Center Pro tab during an active call, a floating Picture-in-Picture (PiP) call bar automatically appears on your screen. This lets you manage calls from any screen in ServiceTitan without switching back to the Contact Center Pro tab. The PiP call bar gives you access to the same controls available in the full call bar: - **Answer/Decline:** Accept or reject an incoming call directly from the PiP window. - **Mute:** Silence your microphone. - **Transfer:**Redirect the call to another agent, queue, or external number. - **Record/Stop Recording:**Start or stop call recording. - **Hold/Resume:**Place the call on hold or resume it from any screen. - **Keypad:**Enter digits for automated menus or extensions. - **Status:** Change your availability status (for example, Available or Wrap Up) without leaving your current screen.![Contact Center interface showing available status and ongoing call details.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/2026-05-14_21-14-36.png) > [!TIP] > **Tip:**You can move and resize the PiP window to fit your workflow. Configure when the Picture-in-Picture call window appears by going to Preferences > Floating Call Window in your Contact Center Pro account. > [!NOTE] > Note: If the PiP window is closed, return to the Contact Center Pro tab and click anywhere inside the app for the PiP window to reopen. ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Call Center Monitoring overview](/v1/docs/call-center-monitoring-overview) - See [Answer incoming calls in Contact Center Pro](/v1/docs/answer-incoming-calls-through-contact-center-pro)