Overview
Phones Pro is an advanced cloud-based phone solution seamlessly integrated with ServiceTitan that aims to enhance the performance of your customer-facing teams, boost booking rates, increase revenue, and optimize efficiency. The Phones Pro Onboarding Guide is divided into four sections, offering all the necessary information to start using Phones Pro. The first step is setting up your account.
Who uses this feature
Administrators and Customer Service Representatives (CSRs)
Applies to all business types
Feature configuration
To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Account configuration is required to use this feature. Please contact Technical Support for details.
Multiple permissions are required to use this feature. Please contact the account administrator on your team.
To set up your Phones Pro account:
Step 1: Configure account numbers and employee seats
Step 2: Get the recommended hardware
Step 3: Choose your network connection
Things to know
Phones Pro is a direct integration with Dialpad. It offers a cloud-based phone solution delivering voice and messaging services.
A seat refers to an employee's account within Phones Pro. Phones Pro users can have Advanced and Standard seats.
A unique email address is required to set up each new seat. You will receive an error if you try to set up a new seat using the same email address that was already used for an existing seat. Update the email address to a different one in employee settings to continue adding the new seat.
After switching to Phones Pro, the Set Forwarding Number option changes to Set Call Continuity Number in Phones Pro Settings. While both forwarding and call continuity numbers are external third-party numbers, the call continuity number is a backup phone number in case of an outage and is not part of the call routing during normal functioning hours.
Step 1: Configure account numbers and employee seats
Your Phones Pro setup involves adding tracking and backup numbers, room phones, fax lines, and configuring employee seats within Settings.
Set a call continuity number
Go to the top toolbar and click Settings
.In the side panel, go to Phones Pro > Call Continuity.
Under Default Call Continuity Number, choose how incoming calls should be routed when Call Continuity is active.
Select ServiceTitan Voice Agent Number to set ServiceTitan's Voice Agent as the primary responder. Calls will be automatically answered, transcribed, and booked according to your Voice Agent settings.
Note: The Voice Agent Number option is only available if Voice Agent is enabled for your account.
Select External Number to route calls to a custom phone number, such as a third-party answering service, a third-party voice agent, or a backup telephony solution.
Select External Number.
Enter the phone number in the Phone Number field.
When finished, click Save.
Note: In case of emergencies, or an outage, be sure to turn Enable Call Continuity on to route calls to your backup number. After enabling this, a tag on the Job Booking screen shows that call continuity is enabled. Account configuration is required to use this feature. Please contact Technical Support for details.
Add room phones
Go to the top toolbar and click Settings
.In the side panel, click Phones Pro > Account Setup.
In the Room Phones section, enter a Room Phone Name as needed and click Add Room.
Note: A room phone counts as a standard seat. Each room phone must have a distinct name from those of the other rooms. You can delete room phones from this screen. It's not necessary to have any room phones or fax lines. If you don't have them, just skip steps 4 and 5.
Assign employee seats
To configure employee seats in ServiceTitan:
Go to the navigation bar and click Settings
.In the side panel, click Phones Pro > Account Setup.
Select the appropriate seat type for the employees based on their company roles. Office employees can have Standard or Advanced seats.
If the employee is going to be an administrator for Phones Pro, under Admin Access, select Yes. By default, employees added to Phones Pro aren't administrators.
Note: You cannot take administrator permissions away from the designated main administrator account. If you need to change the main administrator account, contact Technical Support.
When finished, click Save.
Understand the difference between Standard and Advanced seats
Understand the differences between the two seat types so you can make an informed choice based on your business needs.
Standard seats include the following features:
All essential phone functionality, including call forwarding and advanced routing
Customized greeting and hold music for a personalized call experience
Real-time call transcription for enhanced coaching opportunities
Remote access enabling the employees to work from anywhere and anytime with the Dialpad Mobile app
Unlimited talk time and recording on all calls
Note: Standard seat agents can only be added to departments.
In addition to standard seat features, advanced seats include the following:
An embedded phone experience, so the agents never have to leave ServiceTitan
No need to click on call bubbles and an option to only see relevant call bubbles
Real-time call monitoring to turn around a conversation mid-flight
Real-time recommendations to give correct information the moment your employees need it
Voicemail drop to move on to your next call quickly and efficiently
In-queue callback to provide a better overall hold experience for customers
Advanced seat agents can be added to both call centers and departments
Add and assign tracking numbers
A tracking number is a virtual phone number that forwards to a device or line in your office. Any advertised numbers you provide to potential, existing, or past customers are tracking numbers.
To add and assign tracking numbers in ServiceTitan:
Go to the navigation bar and click Settings
.In the side panel, click Phones Pro > Phone Numbers.
Click Add New Number.
Note: You can add a Local Number or a Toll-Free Number as needed.
Search by the Area code, ZIP, or both, and click Search Numbers.
Select the number you want to add and click Choose Number.
A new window opens.In the Set Call Continuity Number field, enter the emergency fallback option for your company. You can also choose to use the default number.
In the Allow Incoming SMS section, click Yes to receive texts to this number.
To set a campaign for this number, click the dropdown under the Set Campaign field.
Choose the Default Call Type and select Tracking as the number type.
In the Assign Number to Target section, select Office if you want to assign the number to your main line. You can also choose to assign it to a Call Center or a Department.
Add and assign Direct Inward Dialing (DID) numbers
Direct Inward Dialing (DID) is a number assigned to a specific individual, extension, or desk within an organization. Unlike a general company phone number, a direct dial number allows callers to reach a specific person directly bypassing the main company line.
Note: When you create a user account, a DID number is assigned to the employee automatically. Assigning a DID number manually is only necessary if you want to change the existing DID to a new number or add more than one number to the employee account.
To add and assign a DID number:
Go to the navigation bar and click Settings
> Phones Pro > Phone Numbers.Click Add New Number.
Select Local Number.
Search by the Area code, ZIP, or both, and click Search Numbers.
Select the number you want to add and click Choose Number.
A new window opens.In the Set Call Continuity Number field, enter the emergency fallback option for your company. You can also choose to use the default number.
In the Allow Incoming SMS section, click Yes to receive texts to this number.
To set a campaign for this number, click the dropdown under the Set Campaign field.
Choose the Default Call Type and select Direct Dial as the number type.
Select a user from the Select User dropdown.
When you're done, click Add Number.
In Dialpad Settings, the Direct Dial number is added as the employee's Primary Number. Save this number to add it to their profile in ServiceTitan as their Office Phone.
To change the employee's office number in ServiceTitan:
Go to the navigation bar and click Settings
> People > Employees.Click Edit to edit the employee's profile and update their Office Phone number to the new number.
Note: The Office Phone number is the number ServiceTitan uses when placing outbound calls to the customers. Make sure it is the right DID number for your account.
Step 2: Get the recommended hardware
See the list below for recommended hardware for ServiceTitan Phones Pro. All items here are fully tested by Dialpad.
Recommended headsets
Review the table below containing all compatible headsets for Dialpad.
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Recommended desk phones
Review the table below containing all compatible desk phones for Dialpad.
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For more, see Get the recommended hardware for Phones Pro.
Step 3: Choose your network connection
Learn about your recommended network options and which one to use for Phones Pro.
Dialpad does not support virtual private networks (VPNs). If your company uses a VPN, set up a split tunnel and direct Dialpad traffic outside of the VPN.
You can use a virtual LAN (VLAN) for managing routing policies. You can also use a voice VLAN for security purposes.
Note: You are required to set up a voice VLAN when workstations are linked together through IP phones.
For better voice quality, we recommend using either a high-speed DSL, cable, or fiber-optic connection with dedicated upload and download bandwidth for the voice of at least 100 kilobits/second for each voice line you plan to run.
Wired and wireless connections
Wired connections provide the best quality experience. Using a wired connection makes data travel shorter and straighter paths through protected wires, lowering the chances of any problems like interference or obstacles.
If you use a wireless connection, be aware of the following issues:
Physical obstructions
Channel congestion
Electromagnetic interference
Multiple Wi-Fi bandwidth frequencies
Type of frequency for wifi connection
Router options
Phones Pro supports network routers, switches, and firewalls. Make sure your network hardware supports the following features:
Quality of service (QoS)
Bandwidth limiting
Simple Network Management Protocol (SNMP)
It is required to turn off the following features:
Session Initiation Protocol Application Layer Gateway (SIP-ALG)
Deep Packet Inspection (DPI)
Stateful Packet Inspection (SPI)
Enable Quality of Service (QoS)
Quality of Service (QoS) is a feature of routers and switches that arranges traffic in order of importance, ensuring that high-priority data is transmitted before less critical information. For supported routers, you can configure QoS settings based on:
Application (RTP/SIP)
Application and port (RTP over UDP)
Destination port
Combination of the options listed above
Fully Qualified Domain Names (FQDNs)
Routing to a Fully Qualified Domain Name (FQDN) allows modern Cloud Networks flexibility for routing, security, system maintenance, and remote device management.
Dialpad uses FQDNs for:
Registration
Exchanging SIP to set up a call
Managing Device Firmware
Managing Device Configurations
Managing Devices remotely
Dialpad recommends the following FQDN:
dialpad.com
www.obitalk.com
www1.obitalk.com
prov.obitalk.com
devpfs.obitalk.com
storage.googleapis.com
ubervoice.ubervoip.net
turn.ubervoip.net
stun.l.google.com
uvwss.ubervoip.net
legacy.dialpad.com
dialpadcdn.com
static.dialpadcdn.com
prov*.dialpad.com
Now that you've completed the account setup for Phones Pro, you can go to Phones Pro Onboarding Guide Step 2: Manage your Dialpad account.