This improvement strengthens Contact Center Pro (CCPro) performance by migrating infrastructure from Azure to Oracle Cloud Infrastructure (OCI).
What's changing?
ServiceTitan is shifting CCPro telephony infrastructure from Microsoft Azure to Oracle Cloud Infrastructure (OCI). The migration improves platform stability and reduces call disruption risks. If the mobile app is not upgraded before migration, you may be locked out until it's updated. After the upgrade, the app checks for OCI support automatically and adjusts call handling.
Resources
Before and After
Before (Current)
CCPro runs on Azure-based telephony infrastructure.
Mobile app connects only to Azure accounts.
On-call connection, Kazoo defaults to Azure routing.
If Azure has instability, calls drop or lag.
Mobile users may need re-logins after downtime
Impact: Azure-related incidents cause frequent disruptions, reducing call reliability.
After
Contact Center accounts are migrated to Oracle Cloud Infrastructure (OCI).
Mobile app detects if the account is on OCI.
If the app is upgraded and the network is stable, incoming calls ring normally.
If the app isn't updated, login is blocked until upgraded.
OCI provides better stability and fewer interruptions.
Impact: Calls are more stable after migration, reducing downtime and improving performance.
Who uses this feature
All Business Types
Administrators, Managers, CSRs, Dispatchers, Technicians
Region availability: All regions
How it works for your industry
Residential Service and Replacement
Technicians who receive inbound calls while on jobs now experience fewer dropped calls.
Dispatchers get fewer call-related complaints from field teams during service hours.
CSRs no longer need to follow up on missed inbound calls caused by infrastructure issues.
Commercial Service and Replacement
Technicians handling after-hours calls have more reliable access post-migration.
Managers reviewing call logs see fewer disconnects due to infrastructure downtime.
Office teams don't need to manually reassign dropped calls or missed connections.
Residential Construction
Coordinators receive more consistent inbound call connections with fewer delays.
Technicians logged in for construction job support stay connected during long shifts.
Callbacks for project changes don't get missed due to call handling issues.
Commercial Construction
Technicians on long-duration calls with project stakeholders report better call quality.
CSRs supporting procurement or inspections experience fewer dropped communications.
Administrators don't need to create manual workarounds during outages.
How to Prepare?
Confirm your teams use the latest version of the ServiceTitan Mobile app.
Train field staff to upgrade their app before the migration.
Align internal communication workflows to expect brief pauses during migration windows.
Bookmark ServiceTitan's call continuity instructions for outage protection.
Identify accounts scheduled for OCI migration and monitor their post-migration status.