Activate Call Routing

[Andrew Rowland]

I've upgraded to JSM Premium, but can't see where to enable the Phone System.

How do I do this?

[JM Perrot · Accepted solution]

Hello @Andrew Rowland 

The incoming call routing is a new feature that Atlassian is rolling out for all JSM instances. However, like with other new features, the rollout is incremental. This means that not all instances have the feature yet, and it may take a few weeks before it's available to everyone. If you don't see it in the available features on your product' settings, you likely don't have access to it yet.

You have the documentation here: https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-call-routing/ 

I hope you're after this feature, let me know if it's not the case.

Take care!

[Andrew Rowland]

Sadly the system is unable to meet the needs and as it hasn't been rolled out in all instances I can not even test it.  I will have to use a different product to meet this business requirement, thanks for trying to help though.

Cheers,

Andrew

[Letsdial]

To enable the Phone System in JSM Premium, follow these steps:

1. Check Permissions: Ensure you have admin rights, as enabling certain features may require them.
2. Navigate to Project Settings:
   • Go to the specific project where you want to enable the Phone System.
   • Click on Project Settings in the left-hand menu.
3. Locate Phone System Settings:
   • Look for the Apps or Features section.
   • If the Phone System is part of an app integration, ensure the app is installed and configured.
4. Enable the Feature:
   • Find the Phone System option and toggle it on.
   • You may need to configure specific settings such as call routing, numbers, and integrations.
5. Consult Documentation: If you cannot find the option, refer to the JSM Premium   or contact their support team for guidance.

Let me know if you encounter any specific issues!

[Hans Polder _Devoteam_]

Hey @Andrew Rowland ,

To access the on-call configuration, start from any Team in your Jira environment like so:

[Andrew Rowland]

Thanks for this, but not quite what I'm after.

This is for On Call, I'm after the Customer Support incoming call configuration.