Why is my campaign phone number ringing to the continuity number?

Problem

A campaign tracking number is routing calls to the Call Continuity Number instead of the intended call center. This can happen even if Dialpad is configured correctly—ServiceTitan may still forward calls to the continuity number.

Solution

To resolve this issue, verify that Call Continuity is disabled in Account Setup, and confirm the correct target is assigned to your campaign tracking number.

Disable Call Continuity

When Call Continuity is enabled, calls bypass Dialpad and are routed directly to the designated continuity number.

1. Go to the top toolbar and click Settings .

2. In the side panel, click Phones Pro > Account Setup.

3. In the Call Continuity Number section, ensure that the toggle is disabled.

Check the target for your campaign tracking number

Use the Assign Number to Target dropdown to specify where calls should be forwarded in Dialpad.

1. Go to the top toolbar and click Settings .

2. In the side panel, click Phones Pro > Phone Numbers.

3. Hover over the campaign phone number you want to change and click Edit.

4. From the Assign Number to Target dropdown, select Office or your main contact center.

5. When finished, click Save.