Send ServiceTitan & CRM Calls Directly to Your 3CX Phone System
SIP forwarding delivers your inbound calls over the internet — straight to your desk phone, mobile, or softphone — bypassing old telephone networks completely. The result? Clearer audio, fewer dropped calls, and every call logged in your CRM automatically.
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About ServiceTitan & CRM Call Integration
What Is SIP Forwarding?
When a customer calls your business, that call has to travel from their phone to yours. Traditionally, it bounces through multiple phone networks — think of it like a flight with three stopovers. Each hop adds delay, degrades quality, and introduces another point where the call can fail.
SIP forwarding is the direct flight. Instead of bouncing through old phone networks, the call travels over the internet — straight from the carrier to your 3CX phone system. Fewer steps, better quality, lower cost.
Without SIP Forwarding
Your customer’s call passes through 5–7 network hops before it reaches your desk phone. Each one adds latency, reduces clarity, and risks a drop-out. You’re paying per-minute PSTN charges the entire way.
With Aatrox SIP Forwarding
The call goes from the carrier directly to your 3CX system over the internet — just 2–3 hops. HD voice quality, near-zero latency, and your CRM (including ServiceTitan) is notified instantly.
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How It Works for ServiceTitan Users
If your business runs on ServiceTitan, SIP forwarding is how the platform delivers calls to your phone system. Instead of forwarding calls through traditional phone lines (which adds cost and complexity), ServiceTitan sends the call directly to your 3CX PBX over the internet using the SIP protocol.
Here’s the journey every inbound call takes:
Customer calls your tracking number:
This could be a 1300, 1800, or local number assigned in ServiceTitan for marketing attribution.
ServiceTitan’s cloud processes the call :
The platform logs the caller, matches them to a customer record, and triggers screen pop data for your team.
The call is SIP-forwarded to your 3CX system:
No PSTN. No analogue lines. Just a direct internet handoff to your SIP trunk at Aatrox.
Your agent answers with full context:
Desk phone, mobile app, or softphone — the call arrives with the customer’s name, history, and job details already on screen.
Aatrox handles the technical setup — firewall configuration, SIP URI routing, and IP whitelisting — so your team doesn’t need to touch anything. We’ve deployed this for trades businesses, medical clinics, and multi-site operations across Australia.
Why Businesses Switch to SIP Forwarding
Better call quality:
A direct internet path means HD voice on every call. No crackle, no echo, no “sorry, can you say that again?” — just clean audio that keeps conversations productive.
Fewer dropped calls:
Traditional routing passes through 5–7 network nodes. SIP forwarding cuts that to 2–3. Fewer hops means dramatically fewer chances for a call to fail — your customers get through first time.
Lower phone bills:
SIP forwarding uses your existing business internet connection. No per-minute PSTN charges on forwarded calls. Businesses typically save 40–60% on monthly call costs compared to traditional line rentals.
Faster troubleshooting:
When there’s a problem on a traditional call path, diagnosing it means investigating 5+ network segments. With SIP forwarding, the path is simple and transparent — our team resolves issues in minutes, not hours.
Automatic CRM integration:
Every inbound call is logged, recorded, and matched to a customer record inside your CRM. ServiceTitan users get screen pops with caller history, job type, and booking details before the phone is even answered. This also works with Salesforce, HubSpot, Zoho, Microsoft 365, Freshdesk, ConnectWise, and more.
No new hardware required:
SIP forwarding works with your existing 3CX phone system. No rip-and-replace — Aatrox configures everything remotely as part of our managed service. If you’re looking at the full 3CX licensing and system setup, we handle that too.
Case Study
How a Multi-Location Plumbing Business Transformed Their Call Handling
The Challenge
A 45-technician plumbing and HVAC company operating across three locations in Melbourne and regional Victoria was losing an estimated 15–20% of inbound leads. Their legacy phone system forwarded ServiceTitan tracking numbers through traditional PSTN lines, causing call quality issues, frequent drop-outs during transfers between sites, and no visibility into which marketing channels were driving calls. Receptionists manually transferred callers and re-keyed data into ServiceTitan — a slow process that frustrated both staff and customers.
The Solution
Aatrox deployed a cloud-hosted 3CX system across all three locations, connected via SIP trunks. ServiceTitan tracking numbers were configured to SIP-forward directly to the 3CX PBX — eliminating the PSTN hop entirely. Calls now arrive with full caller data pre-populated, and agents see ServiceTitan screen pops showing job history, equipment details, and the marketing source that generated the call. Aatrox handled all firewall whitelisting, SIP URI configuration, and CRM integration setup.
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93% First-call answer rate (up from 74%) |
52% Reduction in monthly call costs |
0 Dropped inter-site transfers |
The Result
Within three months, the business recovered an estimated $8,500/month in previously lost leads — simply by ensuring every call connected clearly and was routed to the right person immediately. ServiceTitan reporting now shows accurate marketing attribution for every inbound call, and the operations manager can see real-time call metrics across all locations from a single dashboard.
“We didn’t realise how many calls we were losing until Aatrox showed us the data. The difference was immediate — our receptionists aren’t fighting the phone system anymore, and our ServiceTitan reports finally make sense.”
— Operations Manager, Melbourne
Who Is SIP Forwarding For?
SIP forwarding is especially valuable for businesses where every missed call is a missed booking or lost revenue:
Trades and home services:
Plumbing, HVAC, electrical, and locksmith businesses running ServiceTitan get seamless call tracking, screen pops, and marketing attribution without PSTN costs.
Medical and dental clinics:
Appointment enquiries are captured, logged, and matched to patient records automatically.
Professional services:
Legal, accounting, and consulting firms get HD voice quality and full call recording with CRM logging.
Multi-site businesses:
Route calls across locations using a single number with intelligent overflow, supported by reliable VoIP infrastructure.
E-commerce and retail:
Customer service calls connected to order history in real time for faster resolution.
Construction and property:
Field teams stay connected via mobile softphones and virtual numbers with the same CRM integration as office staff.
*AI transcription and summarization available exclusively with an Enterprise 3CX license.
About ServiceTitan & CRM Call Integration
ServiceTitan + 3CX + Aatrox: How They Work Together
These three platforms form a complete call-handling stack for trades and service businesses:
The result is a system where calls are tracked from ad click to answered call, every conversation is recorded and logged against the right job, and your team always knows who’s calling before they pick up. If you’re also looking to port your existing numbers into this setup, we handle the entire process with zero downtime.
ServiceTitan:
ServiceTitan manages your customers, jobs, dispatching, and marketing attribution. It assigns tracking numbers to each campaign so you know exactly which ads and channels are generating calls.
3CX:
3CX is your phone system — it handles call queues, IVR menus, voicemail, call recording, transfers, and multi-device ringing. As a 3CX Titanium Partner, Aatrox provides licensing, hosting, and full system management.
Aatrox SIP Trunks:
Aatrox SIP Trunks are the connection between the two. When ServiceTitan SIP-forwards a call, it arrives at your Aatrox trunk and is delivered to 3CX instantly — with all the caller data intact.
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Ready to Get Started?
Aatrox handles the entire SIP forwarding setup — from firewall configuration to CRM integration to ongoing support. Whether you’re already on ServiceTitan and need better call routing, or you’re setting up a new 3CX system from scratch, our team will get you connected.
call us on 1300 645 699 to discuss your setup.