---
title: "Why are calls getting directed to the emergency line instead of the main line in Dialpad?"
slug: "why-are-calls-going-to-the-emergency-line-in-dialpad"
updated: 2026-10-16T02:13:53Z
published: 2026-10-16T02:13:53Z
canonical: "help.servicetitan.com/why-are-calls-going-to-the-emergency-line-in-dialpad"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why are calls getting directed to the emergency line instead of the main line in Dialpad?

## Problem

Calls are wrongly directed to the emergency line, not the main line.

## Solution

To solve the routing issue, you can check your *Call Continuity* settings, *Business Hours* and *Holidays* configuration, and the overall routing of your calls. If you try the steps below and still experience the issue, contact [ServiceTitan Technical Support](https://go.servicetitan.com/#/ask) for further assistance.

### Check if Call Continuity is on

The Call Continuity Number is a non-Dialpad/ServiceTitan number set in ServiceTitan that calls can be forwarded to in the event of a Dialpad outage. Make sure it's disabled during regular circumstances.

1. In ServiceTitan go to **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-26T13%3A23%3A53Z&se=2026-10-26T14%3A23%3A53Z&sr=c&sp=r&sig=2zN5Jupme3DHnEgNMo9clYjgXtXISTk2oEc9BFvfJ8M%3D).
2. In the side panel, go to **Phones Pro > Call Continuity**.
3. Ensure that the toggle is disabled.

![Settings for enabling call continuity and configuring default call numbers displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/2024.10.18---phones-pro---why-are-calls-getting-directed-to-the-emergency-line-instead-of-the-main-line-in-dialpad_-image-rx19ijiu.png?sv=2026-02-06&spr=https&st=2026-10-26T13%3A23%3A53Z&se=2026-10-26T14%3A23%3A53Z&sr=c&sp=r&sig=2zN5Jupme3DHnEgNMo9clYjgXtXISTk2oEc9BFvfJ8M%3D)

### Check your Business Hours/Holidays

1. In Dialpad, go to **Admin Settings**.
2. Select **Main Line > Business hours & call routing**.
3. Check your *Business Hours*.
  1. In the *Business Hours* section, check if it's set to receive calls **Only during specific hours**.
  2. Click **Edit hours** to change the business hours if necessary. ![Cursor clicking Edit hours in the Business hours section](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/why-are-calls-getting-directed-to-the-emergency-line-instead-of-the-main-line-in-dialpad-image-d9w7bgpv.png?sv=2026-02-06&spr=https&st=2026-10-26T13%3A23%3A53Z&se=2026-10-26T14%3A23%3A53Z&sr=c&sp=r&sig=2zN5Jupme3DHnEgNMo9clYjgXtXISTk2oEc9BFvfJ8M%3D)
4. Check your *Holiday Hours*.
  1. In the *Holiday Hours* section, check if a holiday is scheduled for the day the call was missed or misdirected.
  2. Click **Options > Remove** to delete the holiday.

> [!NOTE]
> **Note:** Complete these steps for the departments and contact centers that are included in your routing workflow.

### Check your call routing

1. In Dialpad, go to **Admin Settings**.
2. Select **Main Line > Business hours & call routing**.
3. In the *Call Routing* section, click **Edit Call Routing**.
4. Verify that the *Routing Options* are configured correctly. ![The Other routing options selected for the Open hours routing](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/why-are-calls-getting-directed-to-the-emergency-line-instead-of-the-main-line-in-dialpad-image-qene5akv.png?sv=2026-02-06&spr=https&st=2026-10-26T13%3A23%3A53Z&se=2026-10-26T14%3A23%3A53Z&sr=c&sp=r&sig=2zN5Jupme3DHnEgNMo9clYjgXtXISTk2oEc9BFvfJ8M%3D)
5. If the routing is directed **To another department, office, contact center, or geo-router**, ensure to review the *Routing Options* in those areas as well. For more information, see [Set call routing rules for call centers](/v1/docs/set-call-routing-rules-for-call-centers).

ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records.

**What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs.

**Also called:** ST Phones, Integrated phone system

**Tags:** Phones Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)