Overview
ServiceTitan's Basic Phones feature automatically monitors and records all incoming calls to your office, linking call recordings to the appropriate customer and job accounts for enhanced accountability. It also helps monitor your marketing campaigns starting from the first ring of the phone.
Who uses this feature
Administrators, office employees and Customer Service Representatives (CSRs)
Applies to all business types
Things to know
You can easily identify if a number belongs to ServiceTitan if it displays a green call bubble and appears in the ServiceTitan search results.
If customers call your forwarding numbers, the calls cannot be tracked and recorded in ServiceTitan. To record and log calls in ServiceTitan, advertise tracking numbers only.
Commonly used terms
Understand the keywords commonly used with the Phone Integration.
Advertised Number: Any number you've advertised for customers to reach you.
Campaign Number: An advertised number that has been assigned to a campaign in ServiceTitan Settings > Phones > Phone Numbers.
Tracking Number: Any number listed under the Phone Number section in Settings. You can add tracking numbers through the Add New Number option or port your existing numbers into ServiceTitan. These are virtual phone numbers that forward to a physical line in your office. When customers dial your tracking numbers, ServiceTitan tracks and records the calls.
Forwarding Number: Any number listed under the Forwarding Number section in Settings. Calls to tracking numbers are forwarded to your forwarding number. Forwarding numbers are unadvertised numbers that you shouldn't give out to customers.
Porting: Porting a number involves transferring it from one service provider to another by keeping the existing number. ServiceTitan typically ports the main company number to convert it into a tracking number.
Regular call flow in ServiceTitan
ServiceTitan provides you with virtual numbers (tracking numbers) that help log the calls in the software and forward the calls to your forwarding number. Here's how a regular call flow works in ServiceTitan:
The caller dials one of your tracking numbers.
The call is carried over public networks.
ServiceTitan receives the call and forwards it over public networks.
The call is received by your unadvertised number and rings your agents according to how the office lines are set up with your provider.
Double forwarding
In case of double forwarding, the call is forwarded twice. In this case, the call reaches an advertised number first before it goes to a ServiceTitan tracking number.
Double forwarding setup
To double forward a number that is with your phone provider to have it tracked in ServiceTitan:
Confirm the number in question is not one of your ServiceTitan tracking numbers.
Pick an existing tracking number in the Phone Number column in Settings
> Phone Numbers or create a new one.Work with your office phone provider:
Ensure the advertised number does not need to be replaced in your provider's call routing and any changes will not create gaps in your ring order or routing.
Set the advertised number to forward to the ServiceTitan tracking number selected or created in Step 2.
Note: This should be an unconditional forward, which will always forward the calls in all cases.
Place a test call to the advertised number. You should see a call bubble showing the calling number and the ServiceTitan tracking number selected or created in Step 2.
FAQ
How much does phone integration cost?
In most cases, phone integration is included in your premium service. Ask your ServiceTitan sales representative for details.
What is a call route?
In North America, calls are passed between carriers, like a relay race, starting from the caller's carrier to the receiver's. Large networks like AT&T or Verizon use multiple servers across different regions to handle call traffic. The path of any particular call, both geographically/physically as well as digitally is known as the call route. Any given call route may have multiple carriers involved in handing it off.
Where does ServiceTitan fit in?
ServiceTitan is another step in the process that calls go through to reach their destination. When someone dials a ServiceTitan tracking number, their phone carrier sends the call over the Public Switch Telephone Network (PSTN) to us. From there, ServiceTitan forwards the call through the PSTN to the office line that isn't publicly advertised (forwarding number).
Since ServiceTitan isn't a phone carrier, most calls to any number are handled through our network in the same way. All calls follow the same systems within ServiceTitan. The only time things change is when calls are sent to their final destinations, which can differ based on the forwarding number linked to the tracking number.