New Incoming Call Routing in Jira Service Management

Question

Hi,

i'm currently trying to setup incoming call routing after migrating from opsgenie to Jira Service Management Enterprise.

Are still only phone numbers via US1 supported or can i use IE1 numbers too?

Also:

Is there anywhere more documenation for features like the following?:

* You can also configure Jira Service Management to prompt the callers to press keys to select which users they want to talk to (for example, Press 1 for tech support, press 2 for sales...).

I couldn't find any yet.

I figured this out - this is available via the "Auto attendant" switch in Incoming call configuration

Also #2:

Are voicemails not directly attached as a file anymore? I only get a comment with a link to the twilio api recordings like: New VoiceMail from +...... Recording at: https://api.twilio.com/2010-04-01/Accounts/..../Recordings/....

Greetings

Phil Marozzi · Answer

When utilizing Ops Genie my field techs were able to access the VM message and respond accordingly. Now they are blocked out through Twilio. How can I ensure that messages left for my team get addressed without having the account owner taking over dispatching?

Sören König · Answer

@Toshan Kharumnuid Is there any roadmap that has the rollout to other regions than US1 on it? If so, when can I expect numbers routed through region IE1 to be supported by JSM's incoming call routing?

Thanks in advance!

Sebastian Opel · Answer

Thank you @Toshan Kharumnuid for the answers.

voicemails: i could swear at one point the audio recordings were attached as a file in the alerts and you could play it within opsgenie instead of having to copy the url and entering the twilio api key. But maybe this is just my false memory. anyway, i guess its the way it works now, so nothing much todo about it.

routing: Is there any consideration for supporting IE1 in the future? US1 is not the preferred region of our data protection officer...

Regards,

Sebastian Opel