Incoming Call Routing - Keep trying forever?

Question

Hello!

Is there an option for Incoming Call Routing to keep trying forever, verse sending to voicemail or hanging up?

For instance, if our escalation plan has 7 people, we want only those on-call to get the call which would be 2 people, so if I set it to two, after each person is called it will either go to voicemail or hang-up? What if I want it to keep calling over and over and never hang up?

Just curious, we are not using this integration yet.

Shashwat Khare · Answer

Hi @Michael Easlick ,

Yes, you would configure multiple rules of the same primary and backup on-call users to be tried unless somebody acknowledges the alert.

Here's a document link that should help understand how these routing rules work in Opsgenie:
A deep dive on Routing Rules

Best,
Shashwat

Michael Easlick · Answer

How does the configuration of the escalation affect the calls since it has the "acknowledge within X minutes" feature?

I would fill the new escalation with 20 entries of the primary and backup on-call users?

Shashwat Khare · Answer

Hello @Michael Easlick

No, we, unfortunately, do not have an option for the Incoming call routing to keep trying forever to reach an on-call engineer instead of routing to voicemail or hanging up.

Yes, after the system performs the configured iterations of trying to connect to an on-call engineer via the incoming call routing, it will either go to the Voicemail if Voicemail is enabled for the Integration or will hang up the call.

To achieve numerous attempts of calling the same on-call engineers until one of them acknowledges the alert, I would suggest you create repetitive Escalation Rules tagging both the Engineers in a loop, so as to escalate the call to the same on-call engineers again and again.

PS: An escalation can be configured to repeat at most 20 times for a single alert.

Best,
Shashwat