Why are technician phone numbers linking to the wrong technicians, and how can we fix it?

Problem

Technician phone numbers are linked to the wrong technician. This happens when a customer calls back a number, and it reaches a different technician than the one who originally called.

Solution

Incorrect technician call routing occurs when the Outbound Caller ID in their profile is wrong or missing.

Adjust the Caller ID in the technician's profile

1. Go to the top toolbar and click Settings .

2. In the side menu, click People > Technicians.

3. Click Edit to view and edit the technician profile information.

4. In the Contact Information section, select the right Outbound Caller ID for the technician.        

   Note: The Outbound Caller ID is the number that is displayed on the customer's end when the technician calls them through the ServiceTitan mobile app. If you find a technician without an outbound call number or with an incorrect one, you need to add or correct it.

5. After assigning or correcting the outbound call numbers, make test calls to ensure they are routing correctly.