Oncall phone numbers in JSM after migrating from Opsgenie

[Victor Acatrinei]

Hi Team,

I read the migration docs, but I have a confusion: in the pricing plan for JSM, I can see that the price for a new phone number is 10$. In other docs I see that the phone numbers should be handled by the client (me) in Twillio.

Which one's which?

Main questions:

1. I preferably want to use my current Opsgenie phone numbers in JSM after the migration. Can I do that?

2. If answer is NO, then I do not want an extra Twillio account, I just want to use JSM phone numbers. Should I "rent" new phone numbers directly in JSM?

Thanks!

Best,

Victor A

[John Funk]

Hi Victor - Welcome to the Atlassian Community!

What are the phone numbers used for? Are they the phone numbers of the agents on call? Or is it a phone number for a call center for people to call into? 

[Rudy Holtkamp]

Hi @Victor Acatrinei and welcome,

The integrated version of Opsgenie (operations) does not provide a phone number, the only way is to use a Twillio phone number (or multiple)

Fortunately you can keep your current Opsgenie phone numbers. You need to create a Twillio account and ask Atlassian support to transfer the phone numbers to that account. Then you can add them yourself here: <yoursite>.atlassian.net/jira/settings/products/ops/incoming-call

Don't forget to remove them from the old Opsgenie.

Kind regards,

Rudy

[Victor Acatrinei]

Hi Rudy,

Thank you for your answer!

But I do not want to open up another Twilio account to manage this, I only want to go into JSM and get phone numbers from there, just as I was doing from OpsGenie. Is this not an option anymore?

I would rather lose my current phone numbers and make new ones from JSM UI than to open up and manage a new Twilio account.

Also, if I manage my phone numbers in Twilio, then what is the 10$ JSM charge for Incoming Phone Call Routing (Phone Number access)(see screenshot)? Is that only for JSM's routing feature, and the "rent" of the phone number I have to manage separately in Twilio?

[Rudy Holtkamp]

Sorry if you already have an account, you can ask Atlassian to move the current phone numbers to your Twillio account. Have you seen this documentation? Basically you don't get any phone numbers with JSM's Opsgenie (Premium & Enterprise). With the plans you get Opsgenie for 'free', but you have to manage (& pay) the phone numbers.

The $10 you mentioned is with the separated Opsgenie, not the integrated. 

Basically it means that if you have a standard JSM license and an Opsgenie License (which included 1 phone number), you need to migrate to Premium (or Enterprise) JSM and get Opsgenie integrated with that, but without a phone number. The phone number can be bought from Twillio. And you can migrate the current phone number to your current Twillio account and use that.