Unable to make outbound calls in ServiceTitan

 Troubleshooting
Role: Office Admin · CSR Area: Phones (Outbound calling) · All versions · Last verified: 8/18/2026

Reason 1

The problem is with the agent's own phone line, not ServiceTitan.

If the agent's office phone can't be reached directly, the issue is on their carrier or device side, before ServiceTitan is ever involved.

Reason 2

The agent's device is blocking or filtering outbound calls.

A spam-call blocker, Focus mode, Do Not Disturb, or a stale device configuration can all silently prevent calls from ServiceTitan's Outbound Caller ID from connecting.

Reason 3

The customer's phone number itself is invalid or unreachable.

Sometimes the outbound call fails because the number on the customer record can't be dialed at all, not because of anything on the agent's end.

1Confirm the issue isn't with the agent's own phone line

1. Go to Settings > People > Employees.

2. Open the profile of the agent having the outbound call issue.

3. In the Contact Information section, check the Office Phone number.

4. Call that number directly.

✓ Next · If you can't reach the agent, the issue isn't related to ServiceTitan — contact their phone provider. If the call connects, continue to Check 2.

2Resolve device-related issues blocking outbound calls

Use this if Check 1 didn't help.

1. Add your office Outbound Caller ID as a contact in the agent's device.

2. Confirm no spam-call-blocking apps are installed (iOS).

3. Confirm Focus mode is turned off (Android).

4. Confirm Do Not Disturb is turned off.

5. Reset the agent's device to clear any configuration or software issues.

Note: Whitelisting a number this way should work on most mobile devices. On some corporate phone plans, you may need to contact the mobile service provider to complete it.

✓ Done · If outbound calls go through after these changes, you're done.

3Test whether the customer's phone number is the problem

Use this if Check 2 didn't help.

1. Find the customer's number on their customer record.

2. Place an outbound call to that number.

3. If you can't connect, the issue is with the customer's phone number.

4. If you can connect, replace the number on the customer's profile with a different one and place another outbound call to confirm it goes through.

✓ Next · If the issue persists across numbers, continue to "Still not working?"

Contact ServiceTitan Technical Support at go.servicetitan.com/ask with call examples from the past 24–48 hours, using this format:

• Caller's number

• Number dialed

• Date, time, and time zone

• Description