Why are calls getting directed to the emergency line instead of the main line in Dialpad?

Problem

Calls are wrongly directed to the emergency line, not the main line.

Solution

To solve the routing issue, you can check your Call Continuity settings, Business Hours and Holidays configuration, and the overall routing of your calls. If you try the steps below and still experience the issue, contact ServiceTitan Technical Support for further assistance.

Check if Call Continuity is on

The Call Continuity Number is a non-Dialpad/ServiceTitan number set in ServiceTitan that calls can be forwarded to in the event of a Dialpad outage. Make sure it's disabled during regular circumstances.

1. In ServiceTitan go to Settings .

2. In the side panel, go to Phones Pro > Call Continuity.

3. Ensure that the toggle is disabled.

   

Check your Business Hours/Holidays

1. In Dialpad, go to Admin Settings.

2. Select Main Line > Business hours & call routing.

3. Check your Business Hours.        

   1. In the Business Hours section, check if it's set to receive calls Only during specific hours.

   2. Click Edit hours to change the business hours if necessary. 

4. Check your Holiday Hours.        

   1. In the Holiday Hours section, check if a holiday is scheduled for the day the call was missed or misdirected.

   2. Click Options > Remove to delete the holiday.

Note: Complete these steps for the departments and contact centers that are included in your routing workflow.

Check your call routing

1. In Dialpad, go to Admin Settings.

2. Select Main Line > Business hours & call routing.

3. In the Call Routing section, click Edit Call Routing.

4. Verify that the Routing Options are configured correctly. 

5. If the routing is directed To another department, office, contact center, or geo-router, ensure to review the Routing Options in those areas as well.
       For more information, see Set call routing rules for call centers.