Service Titan Knowledge Base

Edit and enable Emergency Phones FallbackLast updated on 03/22/2022

In case of emergencies or when you need your customer service representatives (CSRs) to work from home and take calls, you can forward all your calls from all tracking numbers in ServiceTitan to multiple numbers. This ensures that your team can continue supporting your business and customers from remote locations.

Things to know

  • Unanswered incoming calls are forwarded to the company voicemail after a set ring duration.

  • If a CSR’s mobile phone is turned off or in an area of poor reception, incoming calls can go directly to their personal voicemail. To avoid this, have CSRs temporarily disable their voicemail.

Edit Emergency Phones Fallback preferences

Before enabling Emergency Phones Fallback, edit your preferences:

  1. Go to the navigation bar and click Settings icon-settings.png.

  2. In the side panel, click Phones > Emergency Fallback.

  3. In Phone Numbers, click Add number. You can add up to 10 mobile phone numbers to forward all your calls. Adding mobile phone numbers ensures your customer service representatives can be reached at their remote locations.

  4. In Ring Duration, click and adjust the timeline to select how long the CSR's phone rings before the call is sent to voicemail.

  5. In Voicemail, you can add a custom greeting that plays when a representative is unavailable. If you don't want to add a greeting, leave the selection blank. To add a greeting, click the dropdown and select Custom Greeting.

    A pop-up opens. You can add an audio file from your computer or import a file from a URL. When done, click Upload.

    Once you've edited your preferences, enable this feature.

Enable Emergency Phones Fallback

When you enable Emergency Phones Fallback, all incoming calls are routed to the phone numbers you added in your preferences:

  1. At the top of the Emergency Fallback screen, click the Emergency Phones Fallback toggle to Enable Fallback.

  2. Click Confirm to continue.

To restore your phones to your normal settings, click the Emergency Phones Fallback toggle to the off position.

Temporarily disable personal voicemail

If a CSR’s mobile phone is turned off or has poor reception, incoming calls will go directly to their personal voicemail instead of an available CSR or the company voicemail.

To avoid incoming calls from going to personal voicemail, have your CSRs contact their mobile phone service provider’s customer support to temporarily disable their personal voicemail:

  • AT&T—(800) 331-0500 (611 from their mobile phone)

  • Sprint—1 (888) 211-4727 (*2 from their mobile phone)

  • T-Mobile—611 from their mobile phone

  • Verizon—(800) 922-0204

CSRs can use the same number to re-enable their voicemail.

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

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.