New Incoming Call Routing in Jira Service Management

[Sebastian Opel]

Hi,

i'm currently trying to setup incoming call routing after migrating from opsgenie to Jira Service Management Enterprise.

Are still only phone numbers via US1 supported or can i use IE1 numbers too?

Also:

Is there anywhere more documenation for features like the following?:

• You can also configure Jira Service Management to prompt the callers to press keys to select which users they want to talk to (for example, Press 1 for tech support, press 2 for sales...).

I couldn't find any yet.

I figured this out - this is available via the "Auto attendant" switch in Incoming call configuration

Also #2:

Are voicemails not directly attached as a file anymore? I only get a comment with a link to the twilio api recordings like: New VoiceMail from +...... Recording at: https://api.twilio.com/2010-04-01/Accounts/..../Recordings/....

Greetings

[Toshan Kharumnuid]

Hi @Sebastian Opel 

Let me try and help you with some of your questions

1. Are still only phone numbers via US1 supported or can i use IE1 numbers too?
   

   - Yes. Only phone numbers in the US1 region is currently supported

2. Are voicemails not directly attached as a file anymore? I only get a comment with a link to the twilio api recordings like:New VoiceMail from +...... Recording at:https://api.twilio.com/2010-04-01/Accounts/..../Recordings/....
   

   - Historically, voicemails for the incoming call routing feature had their links attached as a note. This continues to be the same in Jira Service Management as well.

I hope this provides some clarity. Thank you for your questions 

Regards,

Toshan Kharumnuid

[Sebastian Opel]

Thank you @Toshan Kharumnuid for the answers.

voicemails: i could swear at one point the audio recordings were attached as a file in the alerts and you could play it within opsgenie instead of having to copy the url and entering the twilio api key. But maybe this is just my false memory. anyway, i guess its the way it works now, so nothing much todo about it.

routing: Is there any consideration for supporting IE1 in the future? US1 is not the preferred region of our data protection officer...

Regards,

Sebastian Opel