Overview
Ensure employee profiles are ready for Contact Center Pro by configuring settings in ServiceTitan, Enterprise Hub, and Contact Center Pro. Follow these steps for a smooth process:
Who uses this feature
Administrators and managers
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.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
Things to know
If a recently added number isn't visible in Contact Center Pro, it may not have synced yet (this happens overnight) or it may have been assigned to another employee or Workflow. If reassigned, get a new number through your ServiceTitan account.
Make sure you do not inadvertently assign a marketing/tracking number to any user.
It may take up to an hour for a newly created employee in Enterprise Hub to appear in Contact Center Pro. If it takes longer, contact ccprosupport@servicetitan.com.
Step 1: Set up a new phone number in ServiceTitan
Ensure you have an available phone number in your ServiceTitan account to assign to your employee in Contact Center Pro. The best option is to get a new one from ServiceTitan.
In your ServiceTitan account, go to the navigation bar and click Settings
.In the side panel, click Contact Center Pro > Phone Numbers.
Click Add New Number.
Find the number you want to add.
If you want to add a local number, search by area or ZIP code.
If you want to add a 1-8XX number, click Toll-Free Number.
(Optional) If you want your tracking number to include a particular set of numbers, enter it in the Contains field.
Click Search Numbers.
(Optional) If you want to view additional numbers beyond the initial list you see, click Load More.
Select the number you want to add and click Choose Number.
In the Set Forwarding Number section, enable the Use Default Number toggle to use your Call Continuity Number.
In the Allow Incoming SMS? section, click No.
Set Is Lead? to No.
Leave the Set Campaign field empty.
When you're done, click Add Number.
Caution: Make note of this number. This number syncs overnight to Contact Center Pro. If it is time-sensitive, email ccprosupport@servicetitan.com for assistance.
Step 2: Configure the employee account in Enterprise Hub
Create an employee account in Enterprise Hub, and assign the right tenant accounts and user roles to ensure a seamless experience with Contact Center Pro.
Go to Enterprise Hub and select User Management.
Create a new role first if no appropriate one exists for the user.
Set up permissions for the new role in both Enterprise Hub and ServiceTitan.
Set up Enterprise Hub role permissions.
Note: For contact center agents specifically, grant View My Tenants and Make Outbound Calls Enterprise Hub permissions at a minimum.
Set up ServiceTitan permissions. Copy their current set of ServiceTitan permissions over to Enterprise Hub.
Note: Roles and permissions are applied instantly when the user is invited. Ensure the correct permissions are selected to avoid access issues.
Create a new employee profile in Enterprise Hub. Assign the appropriate roles and tenant(s) for the employee's access.
Note: If the employee already exists in your ServiceTitan account, ensure you enter the same email address into Enterprise Hub that is in their current Employee Profile. Otherwise, the system will create a second user account for this person.
After you finalize it, the employee receives an invitation to Enterprise Hub and completes their account setup.
Step 3: Configure the employee account in Contact Center Pro
In Contact Center Pro, complete the employee account setup. Assign an Advanced Seat in User Management if they will make and receive calls.
Go to your Contact Center Pro account and click Settings
. 
In the Settings section, go to the User Management tab.
Select your new employee profile.
Note: It may take up to an hour for a newly created employee in Enterprise Hub to appear in Contact Center Pro. If it takes longer, contact ccprosupport@servicetitan.com.
In the User Details flyout that opens, view and edit employee account information:
Note: After you assign a Direct Line Number in Contact Center Pro, ServiceTitan fills in the Office Phone field for that employee under Settings
Caution: During onboarding, Direct Line Number sync starts after Contact Center Pro is activated. All users with assigned CCPro seats sync at the next 15-minute interval, and updates continue automatically as long as Contact Center Pro remains active. However, if both the employee account and tenant are already active in CCPro, adding a new tenant to the employee's permission set will not sync their Direct Line Number to the ServiceTitan profile yet.
After the setup is finished, ask the employee to open a new Chrome tab and log into Enterprise Hub to access Contact Center Pro. They should be ready to make and receive calls. If they have a voicemail box, don't forget to show them how to manage their Voicemail settings and check their voicemail.