IF/ WHEN THE PHONS SYSTEM BREAKS and calls are not coming in to the office, here are the steps to follow as a backup.
To FORWARD CALLS TO CCR's THRU GOOGLE VOICE DURING OFFICE HOURS where all CCR's & Dispatchers should be receiving customer calls on their personal cell phones;
1) Visit https://go.servicetitan.com/#/Settings/Phone and change the "Forward calls to" number in Svc Titan to Google Voice at 719-347-1836. (If you can't access "Settings" then ask someone else to login who can)
2) Call into Svc Titan thru one of our tracking numbers, (such as 719-227-0500) and ensure the calls are hitting Svc Titan via the green bubble on the calls screen, and that all of the CCR's phones are ringing. The CCR computers should also ring, however if their computer won't allow them to pick up the call, then their personal cellphone will need to be called too.
2a) If a CCR personal phone is not ringing then go to https://voice.google.com and make sure you're logged into account of wirenutservice1@gmail.com account. Navigate to Settings, Linked Numbers, New Linked Number, enter the ph number,send code (via text or phone call). Once Google contacts the phone then enter the 6 digit code into Google Voice. Now test the phone calls to see that this new phone rings. Also remove any old CCR's phone numbers if you find in GV so they don't get calls.
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To FORWARD CALLS TO ANSWERING SERVICE AFTER HOURS where the answering svc needs to pick up our calls for us, but our office phone system won't forward the calls.;
1) Visit https://go.servicetitan.com/#/Settings/Phone and change the "Forward calls to" number in Svc Titan to Nationwide Inbound at 719-344-2897. (If you can't access "Settings" then ask someone else to login who can)
2) Call into Svc Titan thru one of our tracking numbers, (such as 719-227-0500) and ensure the calls are hitting Svc Titan via the green bubble on the calls screen, and that Nationwide Inbound picks up the call.
IMPORTANT: BE SURE TO CHANGE THE PHONE NUMBER back to CCR's before the morning when the office is open, otherwise all calls will still be forwarded to Nationwide Inbound.
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TO PUT EVERYTHING BACK TO NORMAL once phone system is back up and running again;
1) Visit https://go.servicetitan.com/#/Settings/Phone and change the "Forward calls to" number in Svc Titan to our PBX phone system at 719-434-6881 (as long as this fwd to # hasn't changed)
2) Visit https://go.servicetitan.com/#/Settings/Employees and change the "Phone" number back to their original number for each and every employee you changed earlier.
NOTE:
If Svc Titan is down, and calls are not being picked up by Svc Titan with the prompter of "Calls may be recorded" then the problem may be Svc Titan. If you do hear this prompter then calls are making it into Svc Titan, but they're dropping when Svc Titan forwards to our office phone system.