This improvement to the existing call continuity experience in Contact Center Pro gives administrators faster, clearer controls to protect incoming calls during outages, including the ability to activate call continuity across all companies at one time.
What's changing?
Previously, call continuity could only be activated from ServiceTitan Core. Administrators had to leave Contact Center Pro, navigate to ServiceTitan Core, and toggle call continuity on for each company one at a time. There was no way to activate call continuity across all companies at one time, and no clear feedback about which phone numbers were affected. Now, a dedicated Call Continuity screen in Contact Center Pro lets administrators view and manage call continuity status for all companies in one place. A global switch activates or deactivates call continuity across every company in the network. Real-time banner notifications alert all Contact Center Pro users when call continuity is active, and the screen clearly shows which companies and phone numbers are covered.
Before and after
Before (current)
Notice that Contact Center Pro is experiencing an outage affecting incoming calls.
Leave Contact Center Pro and log in to ServiceTitan Core.
Navigate to the phone settings for each company.
Toggle call continuity on for each company individually.
Check which phone numbers have custom forwarding overrides versus the default continuity number.
Impact: During outages, activating call continuity is slow and error-prone because you must toggle each company individually in a separate application with no bulk control and no confirmation visible in Contact Center Pro.
After
Open the Call Continuity screen directly in Contact Center Pro.
Use the global switch to activate call continuity across all companies at one time.
View per-company status, including which phone numbers forward to Voice Agent versus a custom number.
Monitor a real-time banner in Contact Center Pro that confirms call continuity is active.
Impact: During outages, you can activate call continuity for all companies in seconds from within Contact Center Pro, with clear visibility into which companies and phone numbers are affected.
Who uses this feature
All business types
Administrators
Region availability: United States, Canada
How it works for your industry
Residential Service and Replacement
A residential HVAC company experiences a Contact Center Pro outage during peak summer season. The office administrator opens the Call Continuity screen in Contact Center Pro and activates Voice Agent call continuity for all companies with one switch, keeping every incoming call routed to Voice Agent until service is restored.
A plumbing company with three locations notices an outage and uses the per-company controls in Contact Center Pro to activate call continuity only for the two locations currently open, while leaving the after-hours location unchanged.
After activating call continuity, a residential electrical company administrator monitors the Contact Center Pro banner to confirm that call continuity is active and checks the phone number list to verify all tracking numbers forward to the correct backup option.
Commercial Service and Replacement
A commercial HVAC contractor managing multiple company accounts in Contact Center Pro uses the global switch to activate Voice Agent call continuity across all accounts during a platform outage, preventing missed emergency service calls from property managers.
A commercial plumbing company with separate service and maintenance divisions uses per-company controls to enable call continuity only for the division experiencing issues, while the other division continues to operate normally.
After an outage is resolved, a commercial administrator uses the Call Continuity screen to deactivate call continuity for all companies at one time and confirms the banner notification clears.
Residential Construction
A home builder operating multiple company accounts in Contact Center Pro activates call continuity across all accounts during an outage, so homeowner warranty calls and new construction inquiries are not lost.
A residential remodeler reviews the Call Continuity screen to confirm which phone numbers route to Voice Agent versus a custom third-party answering service before activating continuity.
After restoring service, the construction company administrator deactivates call continuity globally and verifies that all phone numbers return to their normal Contact Center Pro routing.
Commercial Construction
A commercial general contractor managing multiple project offices uses the global switch during an outage to keep subcontractor coordination calls and client inquiries flowing to Voice Agent.
A specialty contractor checks the Call Continuity screen to see per-company status and confirms that each company forwards calls to the correct backup number before activating continuity.
After the outage, the contractor deactivates call continuity for all companies at one time and checks that the real-time banner clears, confirming normal call routing has resumed.
How to prepare?
Confirm that the administrators who manage your Phone settings have the required ServiceTitan permissions for Phone Settings and Call Forwarding Settings.
Review your current call continuity configuration in ServiceTitan Core. Confirm which phone numbers use the default forwarding number and which have custom overrides. These settings carry over to the new Contact Center Pro Call Continuity screen.
Identify whether your default call continuity number is set to Voice Agent or an external number. The new Call Continuity screen clearly labels each option so your team can verify coverage at a glance.
Train your administrators on the new Call Continuity screen in Contact Center Pro so they know where to find it during an outage.
Bookmark any knowledge base articles or Academy videos for team training.