---
title: "Call Routing Issue: Calls Routed to Personal Cell Phone"
slug: "call-routing-issue-calls-routed-to-personal-cell-phone"
tags: ["Area - Phones", "Focus - Construction", "Focus - Service Replacement", "Role - Admin", "Type - Commercial", "Type - Residential"]
updated: 2026-10-16T02:01:58Z
published: 2026-10-16T02:01:58Z
canonical: "help.servicetitan.com/call-routing-issue-calls-routed-to-personal-cell-phone"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Routing Issue: Calls Routed to Personal Cell Phone

## Problem

The call routing is not working properly. All phones are routed to the office phone ending in XXXX, but calls keep going to the personal cell phone number 555-555-5555.

## Solution

1. Go to the ServiceTitan dashboard.
2. Click on **Settings** ![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A58%3A36Z&se=2026-11-09T12%3A58%3A36Z&sr=c&sp=r&sig=VD56FARhhAJp4i6gi9b2WIorVWdSWLHTJel1TKZjJrg%3D) .
3. In the side panel, select **Phones**.
4. Scroll down to the *Emergency Fallback* section.
5. If Emergency Fallback is turned on, turn off the Emergency Fallback option.
6. Click **Save** to save the changes.

The calls should now be routed to the designated office phone number.