Resolve Basic Phones issues

 Troubleshooting
Role: Administrators · CSRs · Office employeesArea: Basic Phones (Telecom) · Last verified: 8/17/2026

Reason 1

Inbound issues usually come from your phone provider, not ServiceTitan.

A ServiceTitan tracking number simply forwards the call over to your carrier's network to reach your office. Occasionally the issue sits on ServiceTitan's side of the call route instead.

Reason 2

Outbound issues usually come from the phone itself, or the customer's number.

Something on the employee's or technician's phone can block the call — Do Not Disturb, a spam-call blocker, or a corrupted app install. Other times the problem is with the customer's number, not ServiceTitan.

Reason 3

A missing call bubble usually means the number dialed wasn't a tracking number.

The customer may have dialed an old, unported number, or an agent may have redialed the customer's incoming number directly instead of using Click-to-Call. A genuine ServiceTitan-side failure to generate a bubble is rare.

1Diagnose inbound call issues

1. Go to the top toolbar and click Settings, then Phones > Phone Numbers.

2. Find the phone number the issue was reported on and call its Forwarding Number.

3. If you replicate the issue on the forwarding number, stop here — the issue is with your phone provider, not ServiceTitan. Contact your provider with the test call details.

4. If you can't replicate it, call the tracking number on the same page instead.

5. If you replicate the issue on the tracking number, it's likely ServiceTitan-related — collect call examples from the past 24–48 hours (caller's number, number dialed, date/time and timezone, description) and contact Technical Support.

6. If you can't replicate it on either number, the issue may be intermittent — collect any available call examples in the same format and contact Technical Support.

✓ Next · If the forwarding number replicated the issue, your phone provider now has what they need. Otherwise, Technical Support has your test call examples to investigate further.

2Diagnose outbound call issues

1. Call the employee's or technician's number directly. This is the first leg of an outbound call — if it fails, the call can't go through.

2. If you can't reach it: confirm Do Not Disturb and Focus mode are off, confirm no spam-call blocker apps are installed (iOS), add your office Outbound Caller ID as a contact on the device, and uninstall/reinstall the mobile app if it's on the same device receiving calls. If none of that works, resetting the device has resolved this in the past.

3. If you can reach the employee's or technician's number, call the customer's number on its own to confirm it connects.

4. If the customer's number doesn't connect, the issue is with their number, not ServiceTitan.

5. If it does connect, replace the number on the customer's profile with a different working number (yours or a coworker's) and place the outbound call again.

6. If the issue persists, collect call examples from the past 24–48 hours (caller's number, number dialed, date/time and timezone, description) and contact Technical Support.

The same troubleshooting steps apply to calls made from the mobile app.

✓ Done · If replacing the customer's number fixed the call, update the correct number on their profile — you're done. Otherwise, Technical Support has what they need from your test call examples.

3Diagnose a missing call bubble

1. Go to the navigation bar, click Search, select Call, and enter the caller's number and number dialed to confirm whether the call log exists in ServiceTitan.

2. In Settings > Phones > Phone Numbers, find the number that didn't generate a bubble and call it directly.

3. If a bubble appears when you call the tracking number, ServiceTitan is working correctly — the customer likely dialed a number that isn't one of your ServiceTitan tracking numbers, or an agent redialed the customer's incoming number instead of using Click-to-Call.

4. If no bubble appears when you call the tracking number, collect call examples from the past 24–48 hours (caller's number, number dialed, date/time and timezone, description) and contact Technical Support.

✓ Next · If the bubble appeared on your test call, any unadvertised or unported numbers need to be ported into ServiceTitan to generate bubbles going forward. If no bubble appeared on a real tracking number, Technical Support has what they need to investigate.

Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:

• The customer's name and the phone number(s) involved

• The caller's number and the number dialed

• The date, time, and timezone of the call (must be within the last 24–48 hours)

• A description of what happened — inbound, outbound, or missing bubble

• Which checks from this article you already tried