Live Call Routing - what numbers are available and how are users counted?

Krastan Ivanov

Hi all!

I am looking to implement a Live Call Routing solution to ensure high Severity calls from our clients can reach our on-call staff. It seems that OpsGenie is fit for this purpose, but I have a couple of questions which I hope you can help me with: 

1. OpsGenie Phone Numbers - I can see that I can get a number from OpsGenie for $10 a month, but is this number a US number only, or can I request various numbers for different countries and continents? 

2. Users - how are users counted exactly? I will have several admins that can access OpsGenie and set on-call schedules, but the amount of on-call staff will be lot bigger (let's say 15) and they will not have access to OpsGenie, they just need to take the calls routed to them. So, do I have 4 users (the admins) or 15 (all people who can have a call routed to them)?

Thanks in advance!

Best regards, 

Krastan 

Nick Haller

Hi @Krastan Ivanov ,

I've included screenshots below of all the countries we support for the Incoming Call integration. I guess we don't document this so I'll enter a ticket with engineering:

 

As for user count - anyone receiving calls would need to be a User and charged a license. The Incoming Call integration dials users through their voice contact method.

Also - one Incoming Call line is included for free with the Standard and Enterprise plans. Each additional line would be charged $10/month (along with the minutes that can be reviewed here: https://www.atlassian.com/software/opsgenie/pricing).

Hope this helps! Let us know if you have any additional questions.