Click to call not working

Problem

The calls are not ringing on the employee's phone and the employee is forced to end the call on the computer. This issue is not happening on every call.

Another problem is when using click to call, the calls are not reaching the extension number and instead go to the direct line. The error message "problem occurred while placing your call please contact support" is displayed when calling the affected user directly with the extension.

Solution

1. Go to Settings > People > Employees.

2. Edit the profile of the employee experiencing the issue.

3. Make sure the phone number listed as the Office Phone is the employee's personal number. If it is a tracking number, replace it with a number outside of ServiceTitan.

4. Remove the office number from the employee's profile and replace it with your cell phone number.

5. Test the Click to Call feature with the new number to ensure it is working. If the calls don't error out, replace your cell phone number with the representative's phone number and repeat the test calls again. If you receive errors on the outgoing test calls proceed to step 6.

6. Contact ServiceTitan Technical Support if the issue persists.