What is causing the delay in inbound calls connecting to the forwarding number and how can it be fixed?

Problem

Inbound calls experience a delay. This makes customers hang up before the call connects.

Solution

Identify and test the forwarding number experiencing delays

1. Go to the navigation bar and click Settings .

2. Click Phones > Phone Numbers.

3. Find the Phone Number the issue has been reported on and call the Forwarding Number next to it.        

   1. If you replicate the issue by calling the forwarding number, the issue isn't related to ServiceTitan. Contact your phone provider to troubleshoot the issue further.

   2. If you are unable to replicate the issue on the forwarding number, go to step 2.

Test the tracking number

1. Call the tracking number to test the forwarding.        

   1. If the call goes through successfully, it may be intermittent or only affecting some callers.

   2. If you're unable to place a successful test call, contact ServiceTitan Technical Support.

Collect examples and contact Technical Support

1. Find two calls where there was a confirmed delay in reaching the office.        

   1. If you did replicate, use your test calls.

   2. If you did not replicate, collect two examples from ServiceTitan.

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

   1. Caller's number

   2. Number dialed

   3. Date, time, and timezone

   4. Description