--- title: "Set up new employee profiles in Contact Center Pro" slug: "set-up-new-employee-profiles-in-contact-center-pro" updated: 2026-05-26T19:14:37Z published: 2026-05-26T19:14:37Z --- > ## 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. # Set up new employee profiles in Contact Center Pro ## 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: - [Step 1: Set up a new phone number in ServiceTitan](/v1/docs/set-up-new-employee-profiles-in-contact-center-pro#step-1-set-up-a-new-phone-number-in-servicetitan) - [Step 2: Configure the employee account in Enterprise Hub](/v1/docs/set-up-new-employee-profiles-in-contact-center-pro#step-2-configure-the-employee-account-in-enterprise-hub) - [Step 3: Configure the employee account in Contact Center Pro](/v1/docs/set-up-new-employee-profiles-in-contact-center-pro#step-3-configure-the-employee-account-in-contact-center-pro) --- ### #### 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](https://www.servicetitan.com/features/pro/contact-center). - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) 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](mailto: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. 1. In your ServiceTitan account, go to the navigation bar and click **Settings**![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)****. 2. In the side panel, click **Contact Center Pro > Phone Numbers**. 3. Click **Add New Number**. 4. Find the number you want to add. 1. If you want to add a local number, search by area or ZIP code. 2. If you want to add a 1-8XX number, click **Toll-Free Number**. 5. (Optional) If you want your tracking number to include a particular set of numbers, enter it in the **Contains** field. 6. Click **Search Numbers**. ![Click Search Numbers](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-new-employee-profiles-in-contact-center-pro-image-d9ghanr0.png) 7. (Optional) If you want to view additional numbers beyond the initial list you see, click **Load More**. 8. Select the number you want to add and click **Choose Number**. 9. In the *Set Forwarding Number* section, enable the **Use Default Number** toggle to use your *Call Continuity Number*. 10. In the *Allow Incoming SMS?* section, click **No**. 11. Set *Is Lead?* to **No**. 12. Leave the *Set Campaign* field empty. 13. When you're done, click **Add Number**. ![Add Number flyout](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-new-employee-profiles-in-contact-center-pro-image-h6npadlk.png) > [!WARNING] > **Caution:** Make note of this number. This number syncs overnight to Contact Center Pro. If it is time-sensitive, email [ccprosupport@servicetitan.com](mailto: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. 1. Go to Enterprise Hub and select **User Management**. ![Go to Enterprise Hub and select User Management](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-new-employee-profiles-in-contact-center-pro-image-24achyo1.png) 2. [Create a new role](/v1/docs/create-and-edit-user-roles-in-enterprise-hub) first if no appropriate one exists for the user. 1. Set up permissions for the new role in both Enterprise Hub and ServiceTitan. 1. Set up [Enterprise Hub role permissions](/v1/docs/set-up-enterprise-hub-role-permissions#set-up-enterprise-hub-permissions). > [!NOTE] > **Note:** For contact center agents specifically, grant **View My Tenants** and **Make Outbound Calls** Enterprise Hub permissions at a minimum. 2. Set up [ServiceTitan permissions](/v1/docs/set-up-enterprise-hub-role-permissions#set-up-servicetitan-permissions). Copy their current set of ServiceTitan permissions over to Enterprise Hub. > [!NOTE] > **Note:** Roles and permissions are applied instantly when the user is invited. Ensure the correct permissions are selected to avoid access issues. 3. [Create a new employee profile](/v1/docs/manage-users-in-enterprise-hub) in Enterprise Hub. Assign the appropriate roles and tenant(s) for the employee's access. ![Click Add User in EH](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-new-employee-profiles-in-contact-center-pro-image-2uoszovz.png) > [!NOTE] > **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. 4. 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. 1. Go to your Contact Center Pro account and click **Settings**![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)****. ![Contact Center Pro Settings](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-new-employee-profiles-in-contact-center-pro-image-shyckrxx.png) 2. In the *Settings* section, go to the **User Management** tab. ![User Management modulese in CCP](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-new-employee-profiles-in-contact-center-pro-image-fho7ms5b.png) 3. Select your new employee profile. > [!NOTE] > **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](mailto:ccprosupport@servicetitan.com). ![Select a user from User Management](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-new-employee-profiles-in-contact-center-pro-image-q1kktwmv.png) 4. In the *User Details* flyout that opens, view and edit employee account information: 1. [Overview](/v1/docs/view-and-edit-employee-information-through-user-management#overview1) 2. [Permissions](/v1/docs/view-and-edit-employee-information-through-user-management#permissions) 3. [Queue Assignments](/v1/docs/view-and-edit-employee-information-through-user-management#queue-assignments) 4. [Personal Line](/v1/docs/view-and-edit-employee-information-through-user-management#personal-line) 5. [Recording Settings](/v1/docs/view-and-edit-employee-information-through-user-management#recording-settings) 6. [Audit Log](/v1/docs/view-and-edit-employee-information-through-user-management#audit-log) > [!NOTE] > **Note:** After you assign a *Direct Line Number* in Contact Center Pro, ServiceTitan fills in the *Office Phone* field for that employee under **Settings**![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)**> People > Employees**. Any changes to an employee's Direct Line Number are automatically reflected in ServiceTitan. > [!WARNING] > **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](/v1/docs/manage-your-voicemails-in-contact-center-pro). ## FAQ --- ### #### How do I set up a new employee on Contact Center Pro? Configure account settings in ServiceTitan, Enterprise Hub, and Contact Center Pro to ensure your employee profiles are ready for Contact Center Pro. Follow these steps for a smooth process: - Step 1: Set up a new phone number in ServiceTitan - Step 2: Configure the employee account in Enterprise Hub - Step 3: Configure the employee account in Contact Center Pro For detailed instructions, see [Set up new employee profiles in Contact Center Pro](/v1/docs/set-up-new-employee-profiles-in-contact-center-pro-eh). #### What should I do if my employee never received the email from Enterprise Hub? You need to resend an invitation through Enterprise Hub. 1. Go to **Enterprise Hub > User Management**. 2. Find the user you recently created. 3. If their status says *Invite sent*, click **More**, and then select **Resend Invite**. ![A user interface showing an option to resend an invite with a clickable icon.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-1-image-yiax4hyo.png) #### Why doesn't the new phone number I acquired from ServiceTitan show up in Contact Center Pro? Newly acquired numbers are available in Contact Center Pro the next day. If it is time-sensitive, email [ccprosupport@servicetitan.com](mailto:ccprosupport@servicetitan.com) for assistance. #### What should I enter in the Forwarding Number field under Phone Numbers settings when acquiring a new number or setting a default in ServiceTitan? For Contact Center Pro accounts, the *Forwarding Number* field shows the number the calls are forwarded to when Call Continuity is enabled. If you already have the Call Continuity number set up, you can enable the **Use Default Number** toggle for the *Forwarding Number* when acquiring an additional phone number. ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro) - See [Configure voicemail settings in Contact Center Pro](/v1/docs/configure-voicemail-settings-in-contact-center-pro)