OpsGenie call hangs up after 1 min, despite different settings

Question

Dear community,

We have a phone-number from OpsGenie, we've set this up to ring 120 seconds.

The problem we're having is that when someone calls this number, the call automatically ends after 1 minute instead of the set-up 2 minutes.

In the call integration we have following settings:

- Call routing to the escalation policy (this used to be the schedule, but same effect)

- 120 seconds ring

- 2 users being tried

- In the alert fields the responders are set to the escalation policy (used to be schedule, same effect)

Inside of the on-call team:

- Routing rule: Any received alert routes to escalation policy

- Escalation policy: Next user in schedule if not acknowledged in 1 minute

How can we make this work as intended? (2 people in a team, if the first person misses the call, it redirects to the second person after 1 minute)

Thanks in advance!

Mona Singh_6xvofc · Answer

Sure, Nils :)

Thanks for your reply. Please create a ticket for this request and we'll be happy to help :)

Thanks,
Mona

Nils Van den Bossche · Answer

Good day Mona,

It is indeed happening as you describe in your statement.

I'll create a ticket for this so this can be checked and I'll make sure to mention this topic.

Thank you for the feedback!

Mona Singh_6xvofc · Answer

Hi Nils,

This is Mona here, happy to help :)

As I understand, you have configured “How long phone should ring” to 120 seconds & “How many users should be tried” to 2 in your current incoming call integration settings. However, for an incoming call, it gets disconnected after 60 seconds without trying to another user. Please correct me if I’m missing out on something here.

Just to let you know, as per the current design, once you have filled in the On-call Schedule name into the “Forward Call To:” field of your Incoming Call Routing and defined the “How long phone should ring” & “How many users should be tried”, every time there is a call, Opsgenie will “randomly” forward the call to 1 of the users who are on-call in the same schedule, and wait for the “How long phone should ring” time is passed to forward to the next user “randomly” (in case of multiple on-call users available in the schedule at the same time) until the “How many users should be tried” is reached.

That being said, we would like to check detailed logs to verify the integration settings and reason for call disconnection. Therefore, could you please reach us by creating a ticket in this link or chat support? We would like to get access to the instance and check the logs to narrow down the issue.

Thanks,
Mona