How to route an incoming call to a Team

Question

In an Incoming Call integration if I specify an Escalation in the Forward Call To: then I receive the forwarded call when I am rotation.

However, if I specify a Team and that Team then has a routing rule to route alerts to the same the Escalation then I do not get forwarded the call and it goes to voicemail.

Mubeen Mohammed · Answer

Hello @Neil McAlpine

Your understanding is correct and as mentioned in my previous response it is the default behaviour for the Incoming call integration to use the default routing rule (i.e. the 'else/last' routing rule) of any team.

However, we have an open feature request OPSGENIE-156 (Incoming integration to follow the Teams routing rule). You can vote/follow and add yourself as a watcher for further notification about the feature request progress. You can also review the Atlassian feature implementation policy here.

I hope the details provided are helpful.

Regards

Mubeen Mohammed

Cloud Support Engineer

Neil McAlpine · Answer

Hi Mubeen,

>>>It might be the default behaviour of the Incoming call integration when the call is forwarded to a Team it will follow the default routing rule (i.e. the 'else/last' routing rule and will not follow the list of routing rules specified for that team.

yes that is what I see. If I have a routing rule like

IF something

route to escalation policy (Team 1)

ELSE IF other

route to escalation policy (Team 2)

ELSE

route to escalation policy (Team 3)

What I find is that the call goes through to the Team 3. However there is an escalation to Team 1 (if the IF condition is met) as I have it set to receive an email alert. And I see in the logs the routing happening and email being received.

Then why does the call get routed through the ELSE routing rule irrespective of whether the preceeding IF...ELSEIF conditions are met or not.

Mubeen Mohammed · Answer

Hello @Neil McAlpine

Thank you for contacting the Atlassian Community! this is Mubeen from Opsgenie support team.

If the call is forwarded to a Team and from there the call is correctly routed to the same escalation(You can validate from Alert logs) then this is something that needs further investigation. Can you please raise a support ticket at https://support.atlassian.com/contact/? With the account/alert details attached so we can further investigate this behaviour?

If you notice from the alert logs that the call is routed to a different escalation then It might be the default behaviour of the Incoming call integration when the call is forwarded to a Team it will follow the default routing rule (i.e. the 'else/last' routing rule and will not follow the list of routing rules specified for that team.

However, we will be able to further validate this behaviour when you reach out to the Opsgenie support team.

Regards

Mubeen Mohammed

Cloud Support Engineer