Set up Phones ProLast updated on 09/14/2022

• By default, after Phones Pro is enabled, the owner and any designated system administrators get full edit access for the feature through the Edit Phones Pro Account Access permission.

• After switching to Phones Pro, the Forward Calls To Number option changes to Update Call Continuity Service Number in Phones Pro Settings. The function for this permission remains the same and your existing permissions settings won’t change.

• A seat refers to an employee’s account within Phones Pro.

• A unique email address is required to set up each new seat. If you try to set up a new seat using the same email address as the one for an existing seat, you will receive an error. Update the email address to a different one in employee settings to continue adding the new seat. For more information on how to do this, see Edit a profile.

To set yourself up for success with your Phones Pro account, have the following information prepared ahead of time:

• Your call continuity number is the designated backup number in case the system goes down. Note: This backup number shouldn’t be a current number used as a tracking number or direct dial number. Use a cell phone number or call center if available.

• A list of room phones: phone numbers to add for your business that aren’t tied to any particular employee.

• The number of fax lines you want.

• Employee seats: the account type and access level you want for each employee who will use Phones Pro.

To set up your account:

1. Go to the navigation bar and click Settings .

2. In the side panel, click Phones Pro > Account Setup.

3. Enter your call continuity number and then click Save. Important: In Emergency situations, or in case of an outage, be sure to turn Enable Call Continuity on to route calls to your failover number. After enabling this, a tag on the Job Booking screen will show that call continuity is enabled.

4. If you want to add a Room Phone Name, enter it and then click Add Room. Repeat this step for all room phones. Note: A room phone counts as a standard seat. Each room phone must have a distinct name from those of the other rooms. You can delete room phones from this screen.

5. Click the add button (+) until the number of fax lines matches the number you want.

Note: Although you can add employees to Phones Pro or upgrade their seats using the account setup screen, you CANNOT remove or downgrade employees here. To remove or downgrade a seat, email Phones Pro team at phonespro@servicetitan.com. To get started with Phones Pro, set up your employee seats:

1. Go to the navigation bar and click Settings .

2. In the side panel, click Phones Pro > Account Setup.

3. Check the applicable account type for the employee(s) who will be using Phones Pro. The account types map to their respective roles. For example, a dispatcher can have a standard or advanced account, while a technician can have a tech account.

   1. If you are using the same email address for both technician and office roles, only the office employee name will show up in the list.

   2. To find a specific account or accounts, click the three dots and filter by name or role.

4. If the employee is going to be an administrator for Phones Pro, under Admin Access, click Yes. By default, employees added to Phones Pro aren’t administrators. Note: You cannot take administrator permissions away from the designated main administrator account. If you need to change the main administrator account, email Phones Pro team at phonespro@servicetitan.com.

5. Click Save.

6. Schedule your discovery call with your implementation specialist (if you haven't already) to begin setting up call routing.

Manage employee seat types

Each employee who handles phone calls is assigned a seat with Phones Pro. There are two seat types: Advanced and Standard.

Advanced seats are used by:

• Customer service representatives (CSRs) 

• Dispatchers

• Sales representatives performing follow-ups

• CSR supervisors and managers

Advanced seat features include:

• Automatically assigned users to calls

• Real-time call sentiment

• Real-time call monitoring

• Real-time call transcription

• Coaching groups

• Voicemail drop

• Access to PowerDialer

Standard seats are used by office employees with non-customer facing roles who make business-related calls:

• Office managers

• Human resources

• Accounting specialists

Standard seat features include:

• Make and receive calls 

• Chat with users who have a seat

• Visit ServiceTitanAcademy to enroll in ServiceTitan Phones Pro Account Setup for Admins

• See Phones Pro