Resolve network and computer issues - Phones Pro

  • Updated on Mar 27, 2026
  • Published on Mar 13, 2026
  • 3 minute(s) read
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Overview

If you experience voice distortions, it's likely due to an issue with the transmission of call data groups, leading to data loss. Network issues can disrupt live two-way audio conversations, affecting the call quality. Follow the steps below to resolve these issues.

Who uses this feature

  • Office employees, Customer Service Representatives (CSRs)

  • Applies to all business types

Feature configuration

  • This feature is only available with Phones Pro integration. To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

Things to know

  • Voice over Internet Protocol (VoIP) does not require high speeds. The quality of the internet connection is more important than how fast it is.

  • Using a wired connection makes data travel shorter and straighter paths through protected wires, which lowers the chances of any problems like interference or obstacles.

  • To solve underlying problems, address the network issues first.

  • Initial setup success for the network doesn't guarantee stability. Changes made by service providers, router manufacturers, or if you switch plans, providers, or equipment can all affect network configurations.

  • The ServiceTitan Network Test is just a snapshot of the network at the time it is running. While the network may seem effective with low call volumes and activity, it could perform poorly during times of heavy usage.

Check your internet connection

  1. Use a website offering to test your internet speed.

  2. If the network test shows slow speed:        

    1. Contact your Internet Service Provider (ISP) to troubleshoot internet issues.

    2. Learn about recommended network options for Phones Pro.

    3. Reboot your router by switching it off and then on again after five seconds.

    4. Optimize your Wi-Fi by placing the router in an open area.

    5. Work closer to your internet router.

    6. Move to a wired connection.

Run Dialpad in-app test

The Dialpad in-app test assesses both the device capabilities and capacity as well as the Network.

  1. Open or download the Dialpad Desktop Application.

  2. Click your Profile Settings. User interface showing status update options and unread conversation notifications.

  3. Scroll down to the Issues during a call? section and click System test.

  4. The test opens in another screen with the user details auto-populated.

  5. When you're ready, click Start a Test. Form to run a test, requiring email and reason for the test.

Note: The best approach is to have the users reporting the issue conduct a test run.

Check your computer's performance

On Windows:

  1. Select Ctrl + Alt + Del simultaneously on your keyboard.

  2. Click Task Manager > More details > Performance tab.

  3. Navigate to the CPU tab and make sure the Utilization is less than 75%. Task Manager displaying CPU utilization at 3% with detailed performance metrics.

  4. Navigate to the Memory tab and check how much of the available processing speed is being used. Task Manager displaying memory usage, including in use and available memory details.

  5. Take a screenshot of the Memory and CPU tabs and provide those to the ServiceTitan Support Team.

On MAC:

  1. Go to the Menu Bar of your MAC and click Go > Utilities > Activity Monitor.

  2. Select the CPU tab and make sure the utilization is less than 75%. Activity Monitor displaying CPU usage and processes on a Mac system.

  3. Navigate to the Memory tab and check how much of the available processing speed is being used.

  4. Take a screenshot of the Memory and CPU tabs and provide those to the ServiceTitan Support Team.

Check for other causes

  • Check the Browser        

    • Tabs - Chrome and ServiceTitan use are very data intensive. Having many tabs open can use up a lot more data than expected.

    • Extensions - Check if there are any third-party extensions causing issues to disable all and retest.                

      • Open Chrome.

      • At the top right, click More A simple icon representing a settings gear. > Extensions > Manage Extensions.

      • Click the toggle to turn it off. Overview of browser extensions with toggle options for enabling or disabling features.

  • Check other programs        

    • If you have any music players or other media running in the background, try exiting the program and checking again.

  • Disable one of the apps        

    • Disable the current version of your DialPad and use another option to log in. For example, if you are using the DialPad desktop app, use the web app instead.                

      Note: This is a temporary action only to troubleshoot, not a permanent change.

Document and contact Technical Support

If the issue persists after trying the steps above and confirming the computer isn't overloaded, gather all necessary information and contact Technical Support for further assistance.

  1. Document the results of the above steps including your screenshots on the case.

  2. Collect call examples from the past 24-48 hours at most. Use the format below to provide examples to the Support Agent:        

    1. Caller's number

    2. Number dialed

    3. Date, Time & Timezone

    4. Description

Want to learn more?

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