Service Titan Knowledge Base

Configure Caller ID in ServiceTitanLast updated on 09/14/2022

When you place outgoing calls, the tracking number that shows up on the customer’s phone’s caller ID is set dynamically by following the rules outlined below. Choose the option that works best for you and contact the technical support specialist to configure it.


How the caller ID works

There are three ways to configure outgoing caller ID:

  1. Dynamic

  2. Static

  3. Custom Caller ID

Dynamic

When you initiate an outbound call, the caller ID is selected based on the area code of the number dialed.  For example, when you call an 818 number, ServiceTitan will automatically display an 818 tracking number without a campaign as Caller ID.

The tracking number displayed as the outgoing caller ID is selected based on the following:

  • If the tracking number has a matching area code and no campaign

  • If the tracking number has a matching area code and a campaign

  • If there are no tracking numbers with a matching area code, ServiceTitan uses the first number set on the Settings > Phones > Phone Numbers page.

Static

You can configure a single number so that All outbound calls initiated within ServiceTitan will display the same number as caller ID.

Note: Only tracking numbers that appear in your Settings > Phones > Phone Numbers can be set as your static caller ID number. For more information about tracking numbers, see Add or edit tracking numbers.

Custom Caller ID

When you initiate an outbound call, you need to select the Caller ID that will be used for that call.

To make caller ID selection easier, you can:

  1. Enter the name for an outbound caller ID in Settings > Phones > Phone Numbers.

  2. Click Edit.

  3. Enter the name of the Outbound Caller ID.

  4. Click Save.

    When you initiate an outbound call, you can select the name you’ve entered, instead of the phone number.




Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.