Overview
The User Management screen provides an overview of your team across your tenant accounts, allowing you to view the full list of employees with detailed insights. It helps you easily manage your team and keep track of resources.
Who uses this feature
Administrators and managers
Applies to all business types
Feature configuration
Contact Center Pro is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
The View & Edit User Management permission is required to use this feature. Please contact the account administrator on your team. For more information, see Manage Contact Center Pro Permissions.
Things to know
All the users displayed are pulled from your Enterprise Hub. If you want to add a new employee profile, first add it to Enterprise Hub. Then it will appear in Contact Center Pro within an hour and can be assigned a seat. By default, all users are assigned no seat unless specified otherwise in Contact Center Pro.
Deactivating a user in Enterprise Hub automatically removes their seat, Direct Line, personal voicemail, queues, and voicemail assignments. These changes take effect within one hour.
Advanced seat users should have at least one queue assigned to them. You will get an alert when there are no queue assignments for the advanced seat users.
After an employee's phone number is set up on the User Management screen, it can't be removed—only replaced with a different one.
In Contact Center Pro, every employee with a phone line must have an Enhanced 911 (E911) address set up. An E911 address is used to provides emergency services with a caller's exact location when they dial 911 from a VoIP (Voice over Internet Protocol) phone system, since these phones can be used from anywhere.
Access the User Management screen
User Management gives you access to essential information including each employee's role, seat level, assigned queues, and phone numbers.
To access User Management:
Navigate to Contact Center Pro.
Click Settings
. 
In the Settings section, go to the User Management tab.
The User Management screen provides the following information:
Name: The full name of the employee as set in their Enterprise Hub employee profile.
Seat Level: The type of the Contact Center Pro license assigned to the employee account:
Advanced
Basic
None
Note: Employees who handle incoming or outgoing calls should be assigned an Advanced seat.
Role: The name of the role as created in the Enterprise Hub.
Queue Assignment: The names of the queues assigned to the employee.
Direct Line Number: The phone number to dial this employee directly.
Tip: Easily find the employee by using the search bar or filtering by Seat Level, Role and Queue Assignment.
Note: All the users displayed are pulled from your Enterprise Hub. If you want to add a new employee profile, add it to Enterprise Hub, and then it will appear in Contact Center Pro and can be given a seat. All users default to no seat until otherwise specified in Contact Center Pro.
View and edit employee information
As an administrator, you can also edit employee seats, queues, and recording preferences.
Note: Certain sections may not be editable for your account, depending on your account permissions. For more, see Manage Contact Center Pro Permissions.
To view and edit user details:
In Contact Center Pro, go to Settings
> User Management.In the User Management screen, select an employee account of your choice.
In the User Details flyout that opens, view employee account information:
Overview
Review the employee's name, role and seat level through the Overview section. To edit the information:
Click Edit
next to the employee's role and modify it in a new tab.Click Edit
next to the employee's seat level. See Contact Center Pro seat levels overview to learn more. If setting the seat for the first time:
Select the appropriate Seat Level.
Select the Bill Seat To ServiceTitan account you want to charge for the employee seat.
Select a direct line phone number and add an E911 address.
If updating an existing seat type:
Select the appropriate Seat Level.
Select the Bill Seat To ServiceTitan account you want to charge for the employee seat.
Note: If you're billed at the corporate level, you still need to complete this, but it won't impact your billing.
Click Save.
Note: When assigning a seat to an employee for the first time, you'll be prompted to enter their phone number and E911 address. Both are required to complete the assignment.
Permissions
In the Permissions section, review the permissions that affect the employee's ability to manage calls and messages and the ones that affect their ability to access and edit management screens.
Note: The permissions from this section are viewable, but not editable. Use the link next to the employee's role to edit role permissions in the Enterprise Hub.
Queue Assignments
Through the Queue Assignment section, you can assign and remove queues for the employee accounts.
To add a new queue:
In the Queue Assignment section, click Add Queue.
Select a queue from the dropdown.
Confirm your action.
To remove a queue:
In the Queue Assignment section, click More
.Click Remove queue.
Personal Line
View the employee's direct line number and its description, their assigned account, enhanced 911 (E911) address, and recording preferences through the Personal Line section.
To assign a phone number to an employee:
In the Direct Line Number section, click Edit
.From the Assign Phone Number screen that opens, select a phone number. You can view the account and campaign tags next to the number and the description below it.
When finished, click Save.
In ServiceTitan, this number is automatically added to the Office Phone field within the employee record in Settings > People > Employees. Any changes to an employee's Direct Line Number are automatically reflected in ServiceTitan.
Caution: Tracking and marketing numbers should not be assigned to anyone's personal line. If your employees do not have personal line numbers already, we recommend buying a new number for each employee. Numbers sync overnight, and then you can add them in User Management.
Note: You can always edit the employee's direct line number and change it to another one from the list. Once a direct line number is set up on the User Management screen, it can't be removed—only replaced with a different one.
To edit the employee's E911 address:
Click Edit
next to their current E911 address.In the new window that opens, enter the following details:
Street
Apt, Unit, Suite, etc.
City
State
Country
ZIP / Postal Code
Ensure your address is validated.
Don't forget to click Confirm .
Note: If your address is not verified, you'll receive a pop-up with a warning message. Choosing your address from the Suggested Addresses field is the fastest way to complete the E911 Address setup.
After you save the basics to get a license (it may take up to 30 seconds), you'll be able to set up additional details for the user.
To enable Personal Voicemail:
In the User Details flyout, enable the Personal Voicemail toggle.
In the confirmation pop-up that opens, click Save to confirm your action.
Enable the Allow Email Notifications toggle. The Primary Recipient Email Address is pre-filled with the employee's Enterprise Hub email address.
(Optional) From the CC Recipients Email Address dropdown, select additional users to receive a copy of the notifications.
Note: You can add a maximum of 10 CC recipients.
Caution: For security reasons, the dropdown only lists Enterprise Hub user emails. Custom emails aren't supported. To notify external addresses, forward the received email notifications.
When complete, the toggle will activate, and a new section will appear in the agent's My Phone Settings tab.
Caution: To disable personal voicemail for an agent, simply click the toggle again. If you delete their voicemail, they'll lose access to their previous messages as they are not stored.
We recommend voicemail for anyone who calls will be transferred to, or is set up to receive a direct call from a Workflow. Otherwise, the call will end abruptly if they are not available to answer.
Recording Settings
All employee profiles follow the Default Recording Settings unless modified during configuration.
To customize individual employee settings, in the Recording Settings section, click Customize.
Select from the available Recording options for Inbound and Outbound calls:
Always Record: Recording starts automatically when the call connects, and the agent cannot turn it off.
Automatically Record: Recording starts automatically when the call connects, but the agent has the option to turn it off.
Manually Record: Recording does not start automatically; the agent can manually start and stop it as needed.
Never Record: Recording is completely disabled, and the agent cannot enable it manually.
Select from the available Announcement options for Inbound and Outbound calls:
Prompt employees to announce recording status: The system does not announce recording but prompts the agent to inform the caller.
Never announce recording status: The system does not announce recording or prompt the agent to mention it.
When finished, click Save and confirm your action in the pop-up that opens.
Caution: ServiceTitan cannot auto-pause recordings for calls without a linked tenant account, including calls made directly to an employee and outbound calls made through the keypad.
Audit Log
Check the Audit Log section to track changes to employee information, including the date and time of the change, who made the update, and what was modified. This helps ensure accountability.
