---
title: "An office employee is unable to use the Click-To-Call feature"
slug: "an-office-employee-is-unable-to-use-the-click-to-call"
tags: ["Area - Phones", "Focus - Construction", "Focus - Service Replacement", "Role - Admin", "Role - CSR Dispatch", "Type - Commercial", "Type - Residential"]
updated: 2026-10-16T01:56:56Z
published: 2026-10-16T01:56:56Z
canonical: "help.servicetitan.com/an-office-employee-is-unable-to-use-the-click-to-call"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# An office employee is unable to use the Click-To-Call feature

![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/anvil-wrench.png?sv=2026-02-06&spr=https&st=2026-10-28T10%3A52%3A49Z&se=2026-10-28T11%3A52%3A49Z&sr=c&sp=r&sig=qVAOBTnHSw%2FNmoaWDn0Jgt%2Fw%2FKVRWv9vRSDAAkBAPZk%3D) Troubleshooting **Role:** Administrator · Office Employee**Area:** Basic Phones, Click-to-Call · Last verified: **08/18/26**

## **What you're seeing**

When an office employee uses Click-to-Call, ServiceTitan calls their phone first, then connects them to the customer once they answer. Instead, the employee's phone doesn't ring and the call goes straight to voicemail, forcing them to end the call from their computer — this can happen on every call or only sometimes. In some cases, the call reaches the employee's direct line instead of their extension, and ServiceTitan shows an error like "problem occurred while placing your call, please contact support."

## **Why this happens**

There are 3 common reasons.

**Reason 1**

**The Office Phone field doesn't hold a valid outside number.** The field is either empty, or it's set to a ServiceTitan tracking number instead of the employee's personal cell or direct line.

**Reason 2**

**The company's phone number is blocked on the employee's device.** ServiceTitan's call to the employee never rings through if their device is blocking the company number.

**Reason 3**

**The company's phone number isn't saved as a contact.** Without it saved, the employee's phone may filter the incoming call as unknown or spam.

## **How to fix it**

Run these checks in order. Most issues are resolved by Check 1.

### **1****Confirm the Office Phone field holds a valid personal number**

1. Go to the top toolbar and click **Settings**.
2. In the side panel, click **People > Employees**.
3. Find the employee's profile and click **Edit**.
4. Check the *Office Phone* field. If it's empty or shows a ServiceTitan tracking number, replace it with the employee's personal cell number or direct line.
5. Click **Save**.
6. Test Click-to-Call with your own number first. If it works, switch back to the employee's number and test again.

> [!NOTE]
> **✓ Done ·** If the Office Phone field was missing or wrong and you fixed it, Click-to-Call now rings the employee's phone as expected. You're done.

### **2****Confirm the company number isn't blocked on the employee's device**

Use this if Check 1 didn't resolve the issue.

1. Go to the employee's mobile device settings.
2. Open the list of blocked numbers.
3. Look for the company's phone number in the list.
4. If you find it, remove it from the blocked list.
5. Test Click-to-Call again.

> [!NOTE]
> **✓ Done ·** If the number was blocked and you removed it, calls now ring through. You're done.

### **3****Add the company number as a saved contact**

Use this if Check 2 didn't resolve the issue.

1. Open the contact list on the employee's phone.
2. Add the company phone number as a new contact.
3. Save the contact.
4. Test Click-to-Call again.

> [!NOTE]
> **✓ Done ·** If the number wasn't saved and you added it, calls should now come through instead of being filtered. You're done.

## **Still not working?**

Contact ServiceTitan Technical Support at [**go.servicetitan.com/ask**](https://go.servicetitan.com/ask) with:

- Employee name and the number currently in their Office Phone field
- Whether the call fails every time or only sometimes
- Any error message shown (e.g., "problem occurred while placing your call")
- Which checks from this article you already tried

## **Want to learn more?**

[**Technicians cannot call out using the Click-to-Call feature ›**](https://help.servicetitan.com/docs/en/technicians-cannot-call-out-using-the-click-to-call-feature) See this sibling article if the same issue affects a technician instead of an office employee

[**What is causing outbound calls to ring on multiple lines before connecting to the customer dialed ›**](https://help.servicetitan.com/docs/en/why-do-outbound-calls-ring-multiple-lines-before-connecting) See this related article if calls connect but ring extra lines first