Transfer to Technician is an improvement to Contact Center Pro that lets agents call and transfer live calls directly to technicians in the field without leaving the platform.
What's changing?
Before this improvement, Contact Center Pro had no built-in way to look up or dial a technician during a live call. To reach a technician, agents had to navigate to the dispatch board — which required broader permissions than most administrators want agents to have — look up phone numbers in ServiceTitan settings, or refer to external lists they maintained on their own. With Transfer to Technician, a dedicated Technicians tab is now available in both the Make a Call modal and the Transfer modal. Agents can search by technician name or phone number, select a technician, and place a direct call or complete a warm or cold transfer — all from within Contact Center Pro. As part of this improvement, the Employees tab in these modals has also been renamed to Office.
Resources
Before and After
Before (Current)
A caller asks to speak with the technician assigned to their job.
Put the caller on hold.
Navigate to the dispatch board or ServiceTitan settings to find the technician's phone number — or check an external list.
Dial the number manually using the keypad.
Ask the technician to call the caller back, or relay information between them yourself.
Impact: Callers spend more time on hold while agents locate technician numbers outside Contact Center Pro. Agents must navigate away from the platform or maintain separate phone lists to complete the handoff.
After
A caller asks to speak with the technician assigned to their job.
Put the caller on hold.
In the call bar, click Transfer and select the Technicians tab — or open Make a Call and go to the Technicians tab.
Search for the technician by name or phone number, then select them.
Choose a warm transfer to speak with the technician before completing the handoff, or a cold transfer to connect the caller directly.
Impact: Agents complete transfers to technicians in seconds without leaving Contact Center Pro, and callers spend less time on hold.
Who uses this feature
All business types.
Administrators, Accountants, CSRs, Dispatchers.
Region availability: All regions.
How it works for your industry
Residential Service and Replacement
A caller asks why their HVAC technician has not arrived. The customer service representative (CSR) opens the Technicians tab, finds the technician by name, and places a warm transfer to confirm the estimated time of arrival before connecting the caller.
A caller has questions about parts used in their plumbing repair. The CSR transfers the call directly to the technician who completed the job so the technician can walk the caller through the details.
A dispatcher needs to reach a technician who is between jobs. The dispatcher opens the Make a Call modal, selects the Technicians tab, and dials the technician without navigating away from Contact Center Pro.
Commercial Service and Replacement
A property manager calls to discuss a commercial refrigeration job in progress. The CSR selects the assigned technician from the Technicians tab and completes a warm transfer so the technician can address the property manager's questions directly.
A commercial caller wants to approve additional work before the technician on-site proceeds. The CSR reaches the technician through the Technicians tab without putting the caller on an extended hold.
An organization with multiple tenants allows the CSR to search for technicians across all assigned tenants from a single tab, so the right technician is found without switching between accounts.
Residential Construction
A homeowner calls to check on a punch-list item before project closeout. The CSR uses the Technicians tab to reach the lead technician and completes a warm transfer so the homeowner can confirm completion details directly.
A project coordinator needs to confirm a material delivery with the field crew. The CSR dials the technician from the Make a Call modal without navigating to the dispatch board.
When a technician's schedule changes and a callback is needed, the CSR finds the technician by phone number in the Technicians tab and places the call without leaving Contact Center Pro.
Commercial Construction
A general contractor calls to discuss site access on a large commercial project. The CSR transfers the call directly to the site technician through the Technicians tab without requiring dispatcher involvement.
For accounts with technicians across multiple tenants, the CSR searches by tenant to narrow results and reach the right field contact quickly.
A project supervisor calls with a question about scope on an active job. The CSR completes a cold transfer to the technician so the technician receives the call directly while the CSR returns to other work.
How to prepare
Have an administrator reach out to Support or your Customer Success Manager to have Transfer to Technician and any prerequisite configurations enabled.
Identify which roles in your contact center should have access to this capability. In Enterprise Hub, go to User Management > Roles > Contact Center Pro > Action Call Options and enable the Can directly call or transfer a call to technicians permission for the appropriate roles or individual users.
Train agents on the Technicians tab in the Make a Call and Transfer modals, including how to search by name or phone number and choose between warm and cold transfer options.
Align with dispatchers and call center managers on when agents should use this feature versus the keypad, and confirm a fallback process for cases where a technician cannot be reached.
Bookmark any knowledge base articles or Academy videos for team training.