Problem
The technician is trying to call customers through the app on his mobile device. The calls do not go through.
Solution
Call the technician's number
Call the technician's number directly. The system calls the number in the technician's profile first. If there are any issues with this, an outbound call fails.
If you are unable to get through to the technician number, the issue is not related to ServiceTitan. Contact the technician's phone provider and continue troubleshooting.
If you are able to get through to the technician's phone directly, continue on Step 2.
Resolve any device-related issues
Add your office Outbound Caller ID as a contact in the technician's device.
Ensure no apps are installed that block spam calls (IOS).
Ensure Focus mode is turned off (Android).
Make sure Do not disturb is turned off.
Uninstall the mobile app and reinstall if it is on the same device receiving calls.
Call the customer's number
Find the customer's number in their ServiceTitan customer record.
If you are unable to connect, there is an issue with the customer's phone number.
If you are able to connect, continue troubleshooting.
Replace the number on the customer profile with another one and place an outbound call to check if the call goes through.
Contact Technical Support
Collect call examples from the past 24-48 hours at most. Use the format below to provide examples to the Technical Support Agent:
Caller's number
Number dialed
Date, time and time zone
Description