---
title: "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?"
slug: "why-do-servicetitan-calls-bypass-csr-ring-customer"
tags: ["Area - Phones", "Role - Admin", "Role - CSR Dispatch", "Type - Residential", "Type - Commercial", "Focus - Service Replacement", "Focus - Construction"]
updated: 2026-10-16T01:59:45Z
published: 2026-10-16T01:59:45Z
canonical: "help.servicetitan.com/why-do-servicetitan-calls-bypass-csr-ring-customer"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](https://go.servicetitan.com/#/ask) team if the issue persists.

### Review employee profile in ServiceTitan

1. Go to the navigation bar and click **Settings** ![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A41%3A04Z&se=2026-11-13T10%3A41%3A04Z&sr=c&sp=r&sig=kqbW8ZbcnrlmWWtt4euQidSC9V0Q107RpMPND6t7yKk%3D) .
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