Add and assign tracking numbers in Contact Center Pro

Overview

After you add a new tracking number on the ServiceTitan Phone Numbers screen, you can assign it to a Routing Workflow as an Entry Point so it's ready for calls. Alternatively, leave it in the Unassigned list to use later as an employee's direct line number. This helps you use the number without delay, reducing the chance of incorrect configuration and missed calls.

Note: Marketing Pro customers may still see delays in their integration to phone number addition.

Things to know

• A tracking number is a virtual phone number that forwards to a physical line in your office. Any advertised number you provide to potential, existing, or past customers are tracking numbers.

• All of your advertised numbers, regardless of where or how they're advertised, should be ported to ServiceTitan to become tracking numbers. This includes your main company phone number.

• When you add a phone number in ServiceTitan, we automatically submit it for verification. Complete the Register to Enable Text Messaging form before requesting a number. Without this form, your numbers aren't verified, and SMS delivery fails.

• When a tracking number is marked as Not Lead by default, calls are automatically excused and don't count toward CSR metrics such as conversion and booking percentages.

Commonly used terms

• Advertised Number: Any number you've advertised for customers to reach you.

• Campaign Number: An advertised number that has been assigned to a campaign in ServiceTitan Settings > Contact Center Pro > Phone Numbers.

• Tracking Number: Any number listed under the Phone Number column in Settings. You can add tracking numbers by clicking Add New Number or porting your existing numbers into ServiceTitan. These are virtual phone numbers that forward to a physical line in your office. When customers dial your tracking numbers, ServiceTitan tracks and records the calls.

• Porting: Porting a number involves transferring it from one service provider to another by keeping the existing number. ServiceTitan typically ports the main company number to convert it into a tracking number.

Add and assign a new tracking number in ServiceTitan

1. Go to the top toolbar and click Settings .

2. In the side panel, go to Contact Center Pro > Phone Numbers.

3. Click Add New Number. 

4. In the Add New Number window that opens, find the number you want to add.        

   1. To add a Local number, search by Area Code or Zip code.                

      Tip: Always search by area code first. Due to carrier restrictions, postal code searches may return no results.

   2. To add a Toll-Free number, click Toll-Free Number.

5. (Optional) To include a specific set of digits, enter them in the Contains field.

6. Click Search Numbers. 

7. Select the number you want to add. 

   Tip: If you want to look for more numbers beyond the first list you see, click Load More.

8. Click Choose Number.

9. Enter the following information:        

   1. In the Set Forwarding Number field, enter your Call Continuity number for emergency fallback.

   2. Click Yes if you want to use this number to receive texts.

   3. If you're using this number for a specific marketing campaign, select it from the Set Campaign dropdown.

   4. Select your number type:                

      1. Tracking Number: Select this if the number will be publicly advertised to customers. Assign it to a Routing Workflow from the dropdown, or choose Unassigned to assign later when setting up your Routing Workflow.

      2. Direct Dial: Select this if the number is meant to be a personal line for an employee. The number goes to the unassigned list and can be added to the employee's profile in Contact Center Pro. Calls go directly to the employee without routing. 

10. When finished, click Add Number.

Export phone numbers

Export the phone numbers so that you have a list of all phone numbers used in your account:

1. Go to the top toolbar and click Settings .

2. In the side panel, go to Contact Center Pro > Phone Numbers.

3. Click Export Phone Numbers. Phone_numbers.xlsx downloads to your computer.

Want to learn more?

• See Contact Center Pro

• See Set call routing rules in Contact Center Pro

• See View and edit employee information through User Management