How to set secondary user for incoming call if the primary user doesn't receive?

Usha_e0ryrj

Hi Team, 

I have integrated Incoming Call to Opsgenie, now I understand the routing rules are only for alerts, I would like to know how can I set the on call schedule or modify the settings in Incoming call so that if the on call user doesn't pick the call , the call goes to next person in rotation (rather than random numbers), I have set the number of users to be tried as 2.

Thanks,

Usha

Rafael Meira_bepskb

Sure, @Usha . Here's are some steps:

First, create an On-Call Schedule:
- Refer to the provided documents to create a schedule that suits your needs.

Once the schedule is set, create an Escalation:
- Go to 'Settings' > 'Escalations' > 'Add Escalation'.
- Name your escalation and click 'Next'.
- Click 'Add Rule', set the time in 'If not acknowledged within', then select user(s) in 'Notify'.
- Click 'Add Rule' again.

These steps ensure that if the primary user doesn't answer, the call will go to the next person in rotation instead of random numbers.

Best,
Rafa