Why is there a delay when I start an outbound call in ServiceTitan?

Problem

When you click a phone number to start an outbound call, the blue call bar takes 8 seconds or more to appear. While the call eventually connects and the audio is clear, the delay in the interface makes it difficult to know if the call is actually processing.

Solution

To resolve this, you must determine if the bottleneck is happening during the initial request phase or the dialing phase. Most interface delays occur because the browser is struggling to communicate with ServiceTitan or because your computer is low on memory.

Outbound calls: Overview

Before troubleshooting, it helps to understand what happens when you place a Click-to-Call:

1. System Connection: When you click a phone number, your browser sends a request to ServiceTitan. You'll see the blue call bar appear, and ServiceTitan notifies your phone provider to start the call.

2. Phone Connection: Your phone provider rings your office phone. Once you answer, the system automatically dials the customer and connects the call. 

If the blue call bar is slow to appear, this usually means there's a delay in the first step—before the request reaches the phone provider. In other words, the issue is happening at the system or browser level, not with your phone line.

Initial troubleshooting

Start with these steps to confirm the behavior and rule out browser-specific issues.

1. Live observation: Use a timer to record how many seconds pass between clicking the number and the blue call bar appearing. Note the results.

2. Incognito testing: Open an Incognito window in your browser and log in to ServiceTitan. Initiate a call.        

   • If the delay disappears, the issue may be caused by a browser extension, corrupted cookies, or a full cache. Complete the following steps:              

     1. Clear cache and cookies: Go to your browser settings and clear your browsing data (select All time). Restart your browser and test again.

     2. Disable extensions: Turn off all your extensions. Then re-enable them one at a time, testing a call each time to identify the one causing the delay. Leave the specific extension disabled or remove it.

   • If the delay persists in Incognito, proceed to the network and hardware tests. 

Note: Keep a record of the steps you've tried and what happened. This will help your IT team quickly determine the next steps.

Troubleshooting step 1: Test for local network interference

A Network Isolation Test confirms if your office internet or firewall is causing the delay.

1. Disconnect your computer from your office network.

2. Connect the computer to a different network, such as a mobile hotspot.

3. Open ServiceTitan and initiate a call.

4. Observe the blue call bar.        

   1. If the delay disappears, your office ISP or local network configuration (like a firewall) is the cause.

   2. If the delay persists, continue the hardware check.

Troubleshooting step 2: Check hardware resources

Insufficient memory or high CPU usage can prevent the browser from showing the call interface quickly.

1. Open your computer's resource monitor while ServiceTitan is running:        

   • Windows: Press Ctrl + Shift + Esc to open Task Manager.

   • Mac: Press Command + Space and type Activity Monitor.

2. Initiate a call in ServiceTitan.

3. Watch for spikes in the CPU or Memory columns. 

4. If usage hits 100%, close unnecessary browser tabs or background applications and try the call again.

5. Take a screenshot of the Memory and CPU tabs so you can attach them to your IT ticket or support case.

Troubleshooting step 3: Capture a HAR file for Technical Support

The HAR file provides timestamps that show exactly how many seconds the browser waits for a response.

1. In your browser, right-click anywhere on the ServiceTitan screen and select Inspect.

2. Click the Network tab in the panel that opens.

3. Look for a small red Record button and ensure it is active.

4. Select the Preserve log checkbox.

5. Initiate the call and wait for the delayed blue bar to appear.

6. Click Export HAR to save the file. 

Contact Technical Support

If you confirm that the computer isn't overloaded, gather all necessary information and contact Technical Support for further assistance.

1. Document the results of the above steps, including your screenshots on the case.

2. Attach the exported HAR file to your support ticket

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

   1. Caller's number

   2. Number dialed

   3. Date, Time & Timezone

   4. Description