Add and assign tracking numbers in Phones Pro

Overview

After you add a new tracking number in ServiceTitan, assign it in Phones Pro so that you can use it to make or receive calls.

Check out the video to learn more about adding a new number in ServiceTitan and assigning it in Dialpad.

Things to know

• A tracking number is a virtual phone number that forwards to a device or line in your office. Any advertised number you provide to potential, existing, or past customers are tracking numbers.

• The Call Continuity Number that Phones Pro users see is not the same as the Forwarding Number for legacy phones. Call Continuity is a backup number that ServiceTitan can use in the event of an outage. This is similar to the Dialpad failover (not fallback) number, which is used by Dialpad to automatically forward calls if there is a Dialpad outage.

• Many Phones Pro users have the same number for both Call Continuity in ServiceTitan and failover in Dialpad. Call Continuity numbers have no involvement in the company's regular call routing if everything is working as intended. If you need to make routing changes to your normal call flow, contact your Dialpad administrator to update your Dialpad settings.

• You should assign a tracking number either in ServiceTitan or in Dialpad, but not in both for a single number.

• When you add a toll-free number in ServiceTitan, we automatically submit it for verification. Ensure we have all the necessary business details by completing the Register to Enable Text Messaging form before requesting a toll-free number. Without this form, your numbers aren't verified, and SMS delivery fails.

Add and assign a new tracking number in ServiceTitan

1. Go to the top bar and click Settings .

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

3. Click Add New Number. 

4. In the Add New Number window that opens, find the number you want to add.        

   1. If you want to add a local number, search by area code or ZIP code.                

      Tip: Search by area code first, NOT by ZIP code. Due to phone carrier restrictions, you might not get any results if you search by ZIP code.

   2. If you want to add a 1-8XX number, click Toll-Free Number.                

      Note: Fill in the Register to Enable Text Messaging form for verification before getting a toll-free number. The system will prompt you to complete this form if you haven't or if you have missing company information.

5. If you want your tracking number to include a particular set of numbers, enter it under Contains.

6. Click Search Numbers.        

   Note: If you want to look for more numbers beyond the first list you see, click Load More.

7. Select the number you want to add. 

8. Click Choose Number.

9. Fill out the following information:         

   1. In the Set Call Continuity Number field, enter the forwarding number.                

      Tip: See the Things to know section for more details.

   2. Click No if you don't want to use this new number to receive texts.

   3. If you're using this number for a specific marketing campaign, select it from the Set Campaign dropdown.

   4. Select if the number is a Tracking number or a Direct Dial number.

   5. Click the Assign Number to Target dropdown and select a target.                

      Note: If you don't want to assign the number, select Reserve Pool. You can always assign the number later. For most accounts, all tracking numbers are assigned to the Main Line. The Main Line appears under the Office category in the dropdown menu.

                 

10. When finished, click Add Number.

Assign a new tracking number in Dialpad

You can also assign new tracking numbers in Dialpad.

1. Go to your Dialpad account.

2. In the side menu, go to Settings > Office > Main Line. 

   Note: If you have more than one location or want the calls to go to a different location, go to Admin Settings > Ai Contact Centers or Departments and select the location you want to add a tracking number.

3. Click + Add a number. 

4. Click the number from the list you want to assign as a tracking number, and then click Select. You can now use this number in Phones Pro to make or receive calls.

Export phone numbers

Export your phone numbers so that you have a list of all phone numbers used in your Phones Pro integration:

1. In ServiceTitan, go to the top bar and click Settings .

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

3. Click Export Phone Numbers. Phone_numbers.xlsx downloads to your computer. It contains all columns displayed in the phone number list as well as an Assignment column, which lists your numbers' current assignment in Dialpad.

Want to learn more?

• See Add a tracking number in ServiceTitan