How to change forwarding numbers on a test number before cut over to a new phone service and make outbound calls through ServiceTitan

Problem

You need to change forwarding numbers on a test number before cutting over to a new phone service and want to know how outbound calls are placed through ServiceTitan.

Solution

To change forwarding numbers on a test number:

1. Go to Settings > Phones > Phone Numbers list in ServiceTitan.

2. Find the phone number you want to change and click Edit.

3. Make sure to turn off the Use Default Number toggle and enter your new forwarding number under Set Forwarding Number.

4. Once that's updated, calls to the phone number go through ServiceTitan before being forwarded to the new forwarding number for your new cloud phone service.

5. If any of your tracking numbers are not set to use your default forwarding number, then you may need to edit them manually.

To place outbound calls through ServiceTitan:

1. Use the Click-to-Call feature by clicking on the phone number of a customer listed in ServiceTitan rather than dialing it manually.

2. ServiceTitan first calls the Office Phone in the agent's user profile to connect to the agent, and then once the agent has picked up the phone, the system calls the number listed in the customer's profile.

Note: Each agent needs to have their own Office Number listed under their profile. If there's anything preventing the agent's direct phone from being dialed directly, you will need to contact your phone provider to correct that. If you use multiple phones on one shared line, it will cause confusion when making outbound calls.