Overview
Inbound and outbound calls in ServiceTitan rely on Voice over Internet Protocol (VoIP) which sends your voice over your internet connection instead of a traditional phone line. Small issues with your network, computer, or equipment can cause choppy, robotic, or dropped calls. Use these best practices to keep your ServiceTitan and Contact Center Pro calls clear and reliable.
Who uses this feature
Administrators
Applies to all business types
Applies to all trades
Things to know
VoIP calls are more sensitive to network problems than general web browsing or streaming. Wi-Fi, especially on older networks, can cause jitter and dropped audio during calls.
Overloaded computers can struggle to process audio from softphones in real time.
Modems and routers provided by your internet service provider (ISP) are typically designed for basic home use and often do not handle VoIP traffic well.
Use cases
Your call center reports robotic or choppy audio during peak call hours.
Callers say they can hear you, but parts of sentences keep cutting out.
You've added more agents to your system and now notice more frequent audio issues.
You've moved staff to a new office or changed ISPs and need to confirm the network is VoIP-ready.
Use a wired connection when possible
Voice data is sent in a continuous stream of tiny packets that need a stable path. Wi-Fi signals can fluctuate because of interference from walls, other devices, and even microwaves. This creates jitter (variations in delay), which makes audio sound robotic or choppy. Using a wired connection helps ensure stable, low-latency audio.
Connect your computer directly to your internet router using an Ethernet cable (Cat5e or Cat6). This provides a consistent, dedicated path for your voice data.
If a wired connection is not possible:
Connect to the 5 GHz Wi-Fi network instead of 2.4 GHz.
Move closer to the router or access point.
Reduce the number of devices connected to the same Wi-Fi network during peak hours.
Optimize computer performance during calls
Unlike a desk phone, a softphone competes with every other program running on your computer. High Central Processing Unit (CPU) or memory usage can make VoIP audio sound distorted or delayed.
On Windows:
Check your CPU usage:
Select Ctrl + Alt + Del simultaneously on your keyboard.
Click Task Manager > More details > Performance.
Go to the CPU tab and check CPU and memory usage:
Ensure your CPU usage isn't spiking or approaching 100%.
Close unnecessary applications.
Close extra browser tabs, especially any streaming audio or video.
Make sure the operating system is up to date.
Make a test call and check if call quality improves.
On Mac:
Check your CPU usage:
Go to the Menu Bar and click Go > Utilities > Activity Monitor.
Go to the CPU tab and check CPU and memory usage:
Ensure your CPU usage isn't spiking or approaching 100%.
Close unnecessary applications.
Close extra browser tabs, especially any streaming audio or video.
Make sure the operating system is up to date.
Make a test call and check if call quality improves.
Replace the ISP gateway with a business-grade router
ISP-provided gateways are often optimized for home use and may not handle VoIP traffic reliably for a busy office.
Contact your Internet Service Provider (ISP).
Ask your ISP to:
Put their modem/router into bridge mode.
Provide a basic modem without routing or Wi-Fi enabled.
Connect a business-grade router or firewall to the bridged ISP modem.
After you install the new router, place a few test calls to confirm call quality.
Enable QoS for call traffic
Quality of Service (QoS) prioritizes VoIP traffic so that calls stay clear even when the network is busy. Turn on QoS in your router settings. This tells the router: "If a phone call is happening, let it go first. Make the file download wait."
See ServiceTitan network recommendations for what ports and protocols are needed for Contact Center Pro.
Check your upload speed
Most internet plans advertise download speed, but VoIP call quality depends heavily on upload speed.
If you have 10 people on the phone at once, you need at least 1 Mbps of dedicated upload speed just for phones—plus extra for emails and cloud backups. If your upload speed is low, your voice will sound choppy to the other person.
Use an online speed test to check your upload speed and compare it to your expected number of simultaneous calls.
Check the upload speed result.
If your upload speed is lower than required, you may need to contact your ISP to discuss options to improve it.
Inspect and replace network cabling
Damaged or low-quality network cables can cause intermittent audio issues that are hard to diagnose.
Check the Ethernet cable connected to each agent workstation:
Confirm that the cable is labeled Cat5e or Cat6.
Inspect each cable for:
Frayed or exposed wiring
Chewed or crushed sections
Sharp bends or kinks
Missing or broken plastic clips on the connector
Replace any suspect cables with new Cat5e or Cat6 cables.
After replacing cables, make test calls and monitor call quality.
Document and contact Technical Support
After you follow the steps above, capture key details before contacting ServiceTitan Technical Support or your IT provider:
How users are connected (Ethernet vs Wi-Fi and which band)
Current CPU usage and applications running on call-handling computers
Type of router in use, and whether QoS is turned on
Upload speed test results
Having this information ready speeds up troubleshooting with ServiceTitan Technical Support, your ISP, or your IT provider.