Service Titan Knowledge Base

Forward after-hour calls to technicians with Basic Phones: Recommended WorkflowLast updated on 09/09/2022

You can forward after-hours calls to technicians that are on call at the time.


Things to know

  • This could be a simple manual process or if it needs to be automatic then it will be going through the phone provider.

  • Clarify if customers are dialing a separate number after hours or if they are calling the regular number during after hours.

  • Go to Settings > (Phones) Phone Numbers to see if the tracking numbers are all forwarding to the one default number for forwarding or not


Workflows

Workflow

Manual Process:

  1. Go to the navigation bar and click Settings icon-settings.png . In the side panel, click Phones > Phone Numbers

  2. To do this efficiently, the tracking numbers should be set up to forward to the “default” number so they only have to update the forwarding number once.

  3. Once the after-hours starts, have someone update the forward to number to the number of one of the on-call technicians.

  4. If there actually is a tracking number just for after-hours, then just that tracking number can be forwarded to the technician’s number in question.

  5. Pros: easy to manage - no interaction with phone provider necessary

Cons: requires a manual change every day, will need to be manually adjusted again in the morning during reg hours, can only forward to one number

Automatic Process:

  1. Reach out to your phone provider (this would be the main number all tracking numbers are being forwarded to) and ask them to set up an automated forwarding schedule so that at X time, calls made to the forward-to number are forwarded to the on-call tech's number. 

  2. Depending on the provider, they may be able to forward calls to multiple phones.

  3. Pros: automated Cons: might not be able to forward to multiple phones


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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.