Unable to make outbound calls in ServiceTitan

Problem

Employees are unable to complete outbound calls through ServiceTitan, even though inbound calls or other phone functions appear normal.

Solution

Call the Agent's Number Directly

1. Go to the top toolbar and click Settings > People > Employees.

2. Edit the profile of the agent experiencing the outbound call issue.

3. In the Contact Information section, check the Office Phone number.

4. Call the agent's office phone number directly.        

   1. If you cannot reach the agent, the issue is not related to ServiceTitan. Contact their phone provider for further troubleshooting.

   2. If the call connects successfully, proceed to the next step.

Resolve Device-Related Issues

• Add your office Outbound Caller ID as a contact in the agent's device.        

  Note: This should work on most mobile devices to whitelist a number. However, in some cases—particularly on corporate phone plans—it may be necessary to contact the mobile service provider to complete this action.

• Ensure no apps are installed that block spam calls (IOS).

• Ensure Focus mode is turned off (Android).

• Make sure Do not disturb is turned off.

• Reset the agent's device to clear any configuration or software issues affecting outbound calls.

Call the customer's number

Find the customer's number in their ServiceTitan customer record.

• If you are unable to connect, there is an issue with the customer's phone number.

• If you are able to connect, continue troubleshooting.

Replace the number on the customer profile with another one and place an outbound call to check if the call goes through.

Contact Technical Support

Collect call examples from the past 24-48 hours at most. Use the format below to provide examples to the Technical Support Agent:

• Caller's number

• Number dialed

• Date, time and time zone

• Description