TradeWeave · ServiceTitan System Guides

Phones Infrastructure

Two separate products solve overlapping but distinct problems: Phones Pro for single-tenant call handling, Contact Center Pro for multi-tenant call centers — and Contact Center Pro requires an existing Enterprise Hub account before setup can even begin.

Phones Pro Contact Center Pro Dialpad Requires Enterprise Hub for CCP

A single-location dealer almost certainly wants Phones Pro; a multi-tenant operator running a shared call center needs Contact Center Pro specifically — and that choice is gated on already having Enterprise Hub configured, not something to attempt on its own.

Setup

Six-step configuration

From account/seats through numbers, SMS compliance, interface choice, foundation config, and the Contact Center Pro path.

1

Phones Pro — account and seats

Account Setup
  • Call Continuity Number, Room Phones, Fax Lines, seat types (Standard or Advanced) per employee.
  • Advanced seats get the Embedded Dialer, per-call Caller ID control, extra performance tracking — assign deliberately by role.
2

Add and assign tracking numbers

Phone Numbers
  • Search by area code/ZIP, configure SMS and campaign settings, assign to office/department.
3

Register for SMS/MMS compliance

TCR Brand/Campaign
  • Register TCR Brands and Campaigns; set outbound default numbers.
7-10 day carrier vetting Messaging fails silently until this clears. Plan any SMS-dependent launch around this lead time, not around the ServiceTitan save date. The company website also needs a visible Call-to-Action, Privacy Policy, and Terms & Conditions for TCR approval to pass.
4

Choose the phone interface

  • Dialpad desktop, web, mobile, or the Embedded Phone — pick based on how the team actually works.
5

Foundation configuration

  • Campaigns/Categories for analytics, Call Reasons, Job Booking field customization, role/permission review.
Not a bug Call recordings auto-pause during payment collection — a compliance feature, not a gap in the recording.
6

Contact Center Pro — the multi-tenant path

Enterprise Hub
  • Requires an existing Enterprise Hub account with at least one Admin — a hard prerequisite.
  • Review network recommendations (ports, protocols, FQDNs) — real IT infrastructure work.
Permissions live elsewhere All Contact Center Pro permissions — including standard ServiceTitan ones — are managed through Enterprise Hub, not the individual tenant's own settings.

Ongoing use

Core workflows

Call routing

Customize so calls ring to the correct groups.

Hold queue & hours

Business hours and holiday schedules per company preference.

Greetings & IVR

Automated response menus — professionalism plus spam reduction.

Manager oversight

Real-time monitoring, Call Center Dashboard, Voice Intelligence summaries.

Abandoned call review

Reclassify regularly — unclassified calls skew CSR metrics unfairly.

Reference

Pitfalls & performance

Common pitfalls

SymptomFix
SMS silently failingStill in the 7-10 day TCR vetting window
TCR registration rejectedAdd required Privacy Policy/T&C pages to the site
Calls disconnect on new numberAssign the Routing Workflow before campaign launch
Can't find a CCP permissionManage it through Enterprise Hub, not the tenant

KPIs to watch

MetricWhere
Call Center Dashboard metricsPhones Pro / CCP dashboard
Abandoned call rateManager review queue
TCR/10DLC registration statusTCR Brand Management

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