Overview
The call bar in Contact Center Pro has several actions that help you manage your calls effectively. This article briefly explains each action, so you can use them with confidence during your conversations.
Who uses this feature
Administrators, Customer service representatives (CSRs), and office employees
Applies to all business types
Feature configuration
Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo here.
The Make Outbound Calls permission is required to use this feature. Please contact the account administrator on your team. For more information, see Manage Contact Center Pro permissions.
Things to know
To take external incoming calls from queues, you need to be marked as Available in ServiceTitan. You will receive internal and direct line calls regardless of your status.
In Contact Center Pro, you can answer calls from any screen seamlessly.
Inbox screen: Incoming calls always appear in the Assigned to you section.
Other screens: A pop-up displays the caller's name or number and the tenant account they called. You can accept or reject the call directly without leaving your current screen.
Call actions
You see a call bar in ServiceTitan while on an active call. This allows you to perform various call actions during the call:
Mute/Unmute: Silence the call for private discussions. Unmute to allow the customer to hear you again.
Transfer: Redirect the call to another agent for further assistance.
Record/Stop Recording: Choose whether to record the ongoing call for documentation purposes.
Note:
If the call is being recorded, a tag on the call bar indicates so.
This button is controlled by permissions.
Hold/Resume Call: Place the call on hold, enabling you to consult with colleagues without the caller listening. Resume call to continue your conversation with the caller once you're ready.
Access Keypad: Access the keypad during a call to enter numbers for tasks like navigating an automated response menu.
End Call: End the call to finish the conversation with the customer.
Caller identification
If the caller is a known contact, their name appears on the call bar.
If the caller is unknown, their phone number is displayed instead.
To ensure a smooth experience, keep the following in mind:
Your actions can update the name shown on the call bar.
If you are multitasking—such as searching for another customer while on a call—the displayed name may change to match the record you are viewing.
Example: If you are on a call with Sally at 818-555-5555 but search for Brian's customer record, Brian's name will replace Sally's on the call bar.
To avoid confusion, it is recommended not to multitask while handling calls.
Transfer a call
Ensure your customers are connected with the person or agent best suited to help them by using the Transfer option in Contact Center Pro.
Contact Center Pro offers two methods for transferring calls:
Cold transfer: The agent transfers the call without prior communication. The customer is directly connected to the new agent, who may not have any context or background information about the call.
Warm transfer: The agent first speaks to the receiving colleague, providing context and details to ensure a smooth and seamless transfer.
Cold transfer
When on a call, click Transfer on the call bar.
In the Transfer a Call screen that opens, select the appropriate tab:
Select Office to transfer the call to one of your available colleagues.
Tip: Use the search bar to find an agent by their name or phone number.
Select Technicians to transfer the call directly to a technician's mobile number as set in your ServiceTitan account. The table shows each technician's name, tenant, and phone number.
Tip: Use the search bar to find a technician by name or number.
Note: This option requires the Can directly call or transfer a call to technicians permission. Contact your account administrator if you don't see the Technicians tab.
Select Queues to transfer the call directly to a team or department. The table shows each queue's name, number of online employees, and estimated wait time. Use the search bar to find a queue by name.
Select Keypad to transfer the call to an external number.
Click Next.
On the new pop-up that opens, click Transfer Now to transfer the call without prior warning to the second agent.
After making the transfer, the system displays a pop-up indicating that the call was transferred.
Warm transfer
When on a call, click Transfer on the call bar.
In the Transfer a Call screen that opens, select the appropriate tab:
Select Office to transfer the call to one of your available colleagues.
Tip: Use the search bar to find an agent by their name or phone number.
Select Technicians to transfer the call directly to a technician's mobile number as set in your ServiceTitan account. The table shows each technician's name, tenant, and phone number.
Tip: Use the search bar to find a technician by name or number.
Note: This option requires the Can directly call or transfer a call to technicians permission. Contact your account administrator if you don't see the Technicians tab.
Select Queues to transfer the call directly to a team or department. The table shows each queue's name, number of online employees, and estimated wait time.
Tip: Use the search bar to find a queue by name.
Select Keypad to transfer the call to an external number.
Click Next.
On the new pop-up that opens, click Call Agent First to make an internal call and provide details before the transfer.
The system displays the connection status (Connecting, Ringing, and then Connected). The Calls section of your Inbox displays the customer's and agent's name or phone number.
Click Complete Transfer when the agent is ready to have a call with the customer.
The system displays a pop-up indicating that the call was transferred.