What is causing outbound calls to ring on multiple lines before connecting to the customer dialed?

Problem

Outbound calls are ringing on multiple lines in the office before connecting to the customer.

Solution

For outbound calls using click-to-call, employee's should not see any call bubbles on the Call Booking screen. Call bubbles appearing for outbound calls indicate that the user making the outbound call has an incorrect phone number setup (most likely a ServiceTitan tracking number or a number that's forwarding to a ServiceTitan tracking number) in their user profile. Make sure the user does not have any tracking numbers set up in their user profile.

Check the user profile's phone number setup

1. If you are troubleshooting the issue on behalf of the affected user, notify them that you will be making test calls to their number.

2. In ServiceTitan, go to the navigation bar and click Settings .

3. Go to their profile settings:        

   • If the affected user is a technician, go to People > Technicians.

   • If the affected user is an office employee, go to People > Employees.

4. Find the affected user and click Edit next to their profile.        

   • For technicians, find the number in the Mobile Phone field on the user's Edit Technician page.

   • For office employees, find the Office Phone field on the user's Edit Employee page.

5. Make a test call to the number from the previous step. If call bubbles appear, the number in the user's profile may be a ServiceTitan tracking number or forwarding to one, which is not recommended. The employee/technician should use their mobile number in the Phone field, ensuring it's not linked to any tracking numbers.

6. Save the mobile number in the Phone field and make another outbound test call using click-to-call. No call bubbles should appear. If bubbles still show despite the correct setup, contact the Support Team for assistance.