Answer incoming calls through Contact Center Pro

Overview

When the customer calls one of the advertised (tracking) numbers, an incoming call is generated in the Calls section of your Inbox for job booking.

Things to know

• The incoming call section shows which tenant account the call is for, based on the tracking or marketing number dialed. This helps agents greet callers appropriately.

• To answer incoming calls that come into your call center through your call center's Queues, you need to be set to Available in Contact Center Pro. You will receive internal and direct line calls regardless of your status.

• In Contact Center Pro, you can answer calls from any screen seamlessly.        

  • Inbox screen: Incoming calls always appear in the Assigned to you section.

  • Other screens: A pop-up displays the caller's name or number and the tenant account they called. You can accept or reject the call directly without leaving your current screen. 

• The agent is automatically connected to the ServiceTitan green call bubble as soon as the call is answered, so no manual clicking is needed.

• When there are no incoming calls, the Inbox screen allows you to search for customers across all the tenants associated with the company. When a CSR answers a call, the Search for Customer option shifts from All Tenants to the specific tenant the customer dialed.

Incoming call types

There are three main types of incoming calls you may receive:

• Internal Calls: Calls from another employee using Contact Center Pro.

• Direct Calls: If you have a Direct Line Number, someone can call you directly on your personal line.

• Queue Calls: Calls routed through specific workflow queues you're assigned to as an agent. Queues can be tailored to external customer inbound calls or to internal departments like billing, sales, customer service, etc.

You can only receive one call at a time from a Queue. As soon as your current call ends and the wrap-up time, if any, is completed, you will again be eligible to receive queue calls.

However, there are exceptions where you may receive another call while already on a Queue call:

• If someone (either an employee or an external caller) dials your Direct Line number.

• If a workflow routes a call to your Direct Line number.

Additionally, if you are on an outbound call but your status is set to Available, you can still receive a call from a Queue.

Answer an incoming call from a known number

If the customer's number is tied to a customer record in ServiceTitan, the Calls section displays the customer name and the call gets linked to the existing customer profile.

To answer an incoming call from a known number:

1. In Contact Center Pro, select Inbox to view the incoming call information.

2. Click Accept Call to pick up the call. 

3. View the customer details that appear on the screen.

4. (Optional) If the customer has multiple location profiles, click View all to see the full list. 

5. When finished, click Book Job to start the job booking process.

Answer an incoming call from an unknown number

If no caller ID is available, ask the customer to identify themselves to ensure that you select the right customer account or create a new customer account.

To answer an incoming call from an unknown number:

1. In Contact Center Pro, select Inbox to view the incoming call information.        

   Note: When receiving a call from an unknown number, the call card displays the phone number instead of a name.

2. Click Accept Call to pick up the call.

3. In the Search for Customer field, enter the customer's name and click Search.

4. Select the right customer account.        

   Note: If the caller is a new customer, see Create or Edit Customer Profiles Using Contact Center Pro for further details.

   

5. View the customer details that appear on the screen.

6. (Optional) If the customer has multiple location profiles, click View all to see the full list.        

   Caution: Depending on your company's Queue settings, you may only have a certain amount of time to answer the call, before it goes to another agent or rolls over to the next queue or answering service. Additionally, the system may switch you to Unavailable if you miss or reject a call. Update your status as needed.

Note: If you miss an internal or direct call or if the caller hangs up, your status will remain unaffected.

Hold and accept multiple calls

Contact Center Pro allows you to handle external and internal calls simultaneously. Put your active queue call on hold and answer additional internal calls seamlessly.

Note: This applies only if you're on a queue call and receive an internal or direct one. You will not receive multiple queue calls simultaneously.

The Inbox screen is where you go to switch between active calls. Both inbound and outbound calls show up here.

1. When on an active call, click Hold & Accept to accept the second call. The active call is highlighted in blue for easy identification. 

2. Click Resume Call to switch back to the first call. 

Want to learn more?

• See Contact Center Pro

• See Place outbound calls through Contact Center Pro

• See Use your call bar in Contact Center Pro