Service Titan Knowledge Base

Add and edit a new tracking number in Phones ProLast updated on 09/02/2022

Use this recommended workflow to add a new tracking number in Phones Pro and make sure the caller ID is correct in the Dialpad Main Line. Once you’ve added a number, you can edit.


Things to know

  • The process of adding a new tracking number for phones is similar to the process of adding a new tracking number for legacy phone users. However, when you add a new number to the Main Line in Dialpad, it is automatically assigned to the top of the phone numbers list in the Main Line, which by default sets it as the Office Main Line caller ID. You should remove and re-add your primary Main Line number in the Dialpad Main Line after adding a new tracking number to set it back as the caller ID.

  • For more information on how to ​​add tracking numbers if you're not using Phones Pro, see Add or edit tracking numbers.


Workflows

Add and edit a new tracking number

To add and edit tracking numbers:

  1. Go to the navigation bar and click Settings.

  2. In the side panel, click Phones Pro > Phone Numbers.

  3. Click Add New Number

  4. Find the number you want to add.

    Note: If you want to add a local number, search by area code or ZIP code. It is recommended to search by area code first. If you search by ZIP code, you might not get any results due to phone carrier restrictions. If you want to add a 1-88XX number, click Toll-Free Number.

  5. If you have a digit sequence in mind for the number, enter it under Contains.

  6. Click Search Numbers. If you want to look for more numbers beyond the first list you see, click Load More.

  7. Click the number you want to add.

  8. Click Choose Number.

  9. Enter the call continuity number.                                                Note: The Call Continuity Number that Phones Pro users see is not the same as the Forwarding Number for legacy phones. Call Continuity is a backup number that ServiceTitan can use in the event of an outage. This is similar to the Dialpad failover (not fallback) number, which is used by Dialpad to automatically forward calls if there is a Dialpad outage. Many Phones Pro users will have the same number for both Call Continuity in ServiceTitan and failover in Dialpad. Call Continuity numbers to have no involvement in the company's regular call routing if everything is working as intended. If you need to make routing changes to your normal call flow, contact your Dialpad administrator to update your Dialpad settings.

  10. If you’re using this number for a specific marketing campaign, select the campaign from the Set Campaign dropdown.

  11. When you are done, click Add Number.

After creating a new tracking number, a pop-up opens showing a warning about assigning this number in Dialpad. Follow the steps in the next section to add the new number in the Dialpad Main Line or call center/department in order to be able to receive calls to the new number.


Add a new number in Dialpad

Follow the steps in this article to add the tracking number in Dialpad.


Edit a tracking number in ServiceTitan

  1. Go to the navigation bar and click Settings

  2. In the side panel, click Phones Pro> Phone Numbers.

  3. Click the Pencil icon next to the number you want to change.

  4. Make the edits to the number, like changing the call continuity number, activating SMS, attaching it to a marketing campaign, or removing it from a marketing campaign.

  5. When you are done, click Save.


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