What is causing ServiceTitan to redirect calls made by office staff to a customer's cell phone instead of ringing on the CSR's phone first?

Problem

Office staff experience calls being redirected to an unintended cell phone when trying to reach a customer.

Solution

Check the number listed in the employee profile, make test calls, and reach out to our Technical Support team if the issue persists.

Review employee profile in ServiceTitan

1. Go to the navigation bar and click Settings .

2. Select People > Employees.

3. Click Edit next to the CSR's profile.

4. Change the Office phone number to the employee's phone number.

5. When finished, click Save.

Make test calls

1. Log in to the employee's ServiceTitan account.

2. Click a phone number in a customer profile to make an outbound call.

3. See if you receive a call to the employee's phone number first.

Document and contact Technical Support

Collect call examples from the past 24-48 hours at most. Use the format below to provide examples to the Support Agent:

• Caller's number

• Number dialed

• Date, time, and timezone

• Description