Overview
The Dialpad native desktop app works on Windows and MacOS computers, providing a unified space for team and customer communication. Dialpad desktop app issues can depend on various factors. This guide helps you recognize and fix the common issues with the Dialpad desktop application.
Who uses this feature
Office employees 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.
Things to know
Click-to-Call works differently on the desktop app compared to the embedded phone. It initiates a call to the number in the employee's profile and establishes a second connection to the customer.
With Phones Pro, the employees that use the dialpad desktop or mobile apps are required to Press 1 on outbound calls to confirm a real person answered.
To solve underlying problems, address network issues first.
The ServiceTitan Network Test is just a snapshot of the network at the time it is running. While the network may seem effective with low call volumes and activity, it could perform poorly during times of heavy usage.
Run Dialpad in-app test
The Dialpad in-app test assesses both the device capabilities and capacity as well as the Network.
Open or download the Dialpad Desktop Application.
Click your Profile Settings.
Scroll down to the Issues during a call? section and click System test.
The test opens in another screen with the user details auto-populated.
When you're ready, click Start a Test.
Note: The best approach is to have the users reporting the issue conduct a test run.
Prevent Dialpad app issues
Complete basic troubleshooting steps for the Dialpad app.
Ensure the Dialpad settings are correct
In your Dialpad app, click Profile and select Preferences.
Dialpad App Preferences window opens.Under the Notify me about section, select Calls and Messages.
Go to Other Settings on the left side of your screen.
Under the Dialpad Everywhere section, ensure that the top two options are selected.
Note: If you are using the Embedded Dialer, ensure that the Show calls made from other devices option is selected as well.
Try using the Dialpad web app
Force close or end task to close the Dialpad desktop app.
Go to Dialpad web app page and, login to re-test.
Note: This is a temporary action only to troubleshoot, not a permanent change.
Clear cache in Dialpad desktop app
For Windows:
Press the Alt key on your keyboard.
On the new menu, click Help.
Select Clear Cache.
For MAC:
Open the app and click Help on the upper menu.
Select Clear Cache.
Clear app data
For Windows:
Press the Alt key on your keyboard.
On the new menu, click Help.
Select Toggle Developer Tools.
Click the Double Arrows on the top bar and select Application.
On the Applications tab select Clear storage.
Click Clear site data.
For MAC:
Open the app and click Help on the upper menu.
Select Toggle Developer Tools.
Click the Double Arrows on the top bar and select Application.
On the Applications tab select Clear storage.
Click Clear site data.
Prevent headset issues
Issues with headsets can lead to various problems such as dropped or missed calls, and other seemingly unrelated issues.
Ensure that the computer is connected to the USB adapter directly instead of through Bluetooth to the headset.
Download the headset software and ensure it is up to date.
Note: DECT headsets are not compatible with Dialpad, leading to potential issues with audio quality and dropped calls. To find compatible headsets, see Get the recommended hardware for Phones Pro.
Tip: Try listening to audio from other sources like YouTube or a music player. If you notice the same issue there, it's likely related to your device, possibly your headset or computer.
Headset connection setup
Wireless headsets must connect to the computer through a USB dongle or adapter to be compatible. Use a dongle to reduce the potential for issues.
On your computer:
Click the Speaker icon at the bottom right side of your screen.
Click the Arrow pointing up
and select the right device. 
On your DialPad app:
Click Settings
.
Hardware Settings pop-up opens.From the Microphone dropdown, select your device.
From the Speaker / Headset dropdown, select your device.
Click Test to receive a test call notification and check the audio.
Software updates
Jabra and Poly headsets come with special software to check the devices' overall condition and identify any necessary updates.
For a Poly device, install the Poly Lens software and check for updates.
For a Jabra device, download the Jabra Direct app and check for updates.
Note: If it's not a Poly or Jabra headset, search the make/model update to see if there's an available software update for it.
Check your computer's performance
On Windows:
Select Ctrl + Alt + Del simultaneously on your keyboard.
Click Task Manager > More details > Performance tab.
Navigate to the CPU tab and make sure the Utilization is less than 75%.
Navigate to the Memory tab and check how much of the available processing speed is being used.
Take a screenshot of the Memory and CPU tabs and provide those to the ServiceTitan Support Team.
On MAC:
Go to the Menu Bar of your MAC and click Go > Utilities > Activity Monitor.
Select the CPU tab and make sure the utilization is less than 75%.
Navigate to the Memory tab and check how much of the available processing speed is being used.
Take a screenshot of the Memory and CPU tabs and provide those to the ServiceTitan Support Team.
Check for other causes
Check for other wireless devices
Keyboards, wifi adapters or routers, mouses, and even some more powerful USB devices can all interfere with a Bluetooth signal. Isolate to just the headset and move devices to different plugs.
Note: If this fixes the problem, use a USB extender. It's a short cable with an extra input port at the end, which helps distance the receiver from other devices.
Document and contact Technical Support
If the issue persists after trying the steps above and confirming the computer isn't overloaded, gather all necessary information and contact Technical Support for further assistance.
Document the results of the above steps including your screenshots on the case.
Collect call examples from the past 24-48 hours at most. Use the format below to provide examples to the Support Agent:
Caller's number
Number dialed
Date, Time & Timezone
Description
Want to learn more?
Visit ServiceTitan Academy and enroll in Phones Pro Management: Setup Basics