Incoming Voice Calls Not Working for Specific Mobile Carrier (VIVO - Brazil)

Question

Hello,

I'm facing an issue receiving incident voice call notifications in Jira Service Management / Opsgenie.

We performed several tests and observed the following behavior:

* Voice call notifications fail when the phone number belongs to the VIVO carrier in Brazil.
* The same configuration works correctly when using phone numbers from other carriers.
* SMS notifications are delivered successfully.
* Email notifications are also working normally.
* The issue appears to be related only to voice call delivery.

Is there any specific configuration, limitation, carrier requirement, or known issue related to voice notifications for VIVO numbers in Brazil?

Has anyone experienced a similar problem?

Thank you in advance for your support.

Best regards,

Anwesha Pan · Answer

Hi André Luiz de Morais In addition to Matthew's suggestion, please also ensure the following: * Phone# format: Ensure the voice number is set strictly in format: +559<8-digits> with no spaces, hyphens, or leading zeros. * Use Opsgenie/ JSM Mobile app push notifications with Critical Alerts (iOS) or Override Do Not Disturb/ Notification Channels (Android) enabled. This bypasses telecom carriers entirely over data/Wi-Fi and provides loud, persistent ringing for P1/Sev-1 alerts. If none of these work, you can open a ticket with Atlassian support since the failure is carrier-specific, sometimes it requires Atlassian Support to engage their upstream telephony carrier: * Go to Atlassian Support and provide:* Affected VIVO phone numbers (in E.164 format). * Exact timestamps (with timezone) and Alert IDs of the failed test calls. * Proof that identical alerts succeeded on TIM/Claro. I hope this helps & resolves your issue. 🙂 Thanks, Anwesha

Thanasis Nikolaou · Answer

Hi! Since SMS and email arrive fine and voice only fails on VIVO numbers, your Jira Service Management config is very likely fine. The calls are probably being stopped somewhere between Atlassian's voice provider and the VIVO network. A few things that should help narrow it down:

1. Check what Jira logged for the call. Open one of the test alerts and look at its activity log. Jira records the status of every SMS and voice notification there, so you can see whether the call was attempted and whether it was reported as failed. Admins can find more detail in the audit log.

2. Add Atlassian's caller numbers to your contacts. Voice notifications go out through third-party providers (Twilio and Nexmo/Vonage), and outside China they come from US numbers: +1 (254) 540-8400 to 8403, +1 (205) 875-0031 to 0034, and +1 (205) 875-6801 and 6802. Download the vCard from Set up SMS and voice notifications (https://support.atlassian.com/jira-service-management-cloud/docs/set-up-sms-and-voice-notifications/) and import it on the affected phones. Also check that the phone's own call blocking or spam filtering, and any carrier-side spam protection, isn't silently rejecting unknown international calls. If you're moving over from Opsgenie, keep the old Opsgenie vCard as well.

3. Ask VIVO about those specific numbers. If the activity log shows the call was placed but the phone never rang, give VIVO the numbers above and ask whether inbound international calls from them are blocked, flagged as spam, or restricted on your lines.

4. Open a ticket with Atlassian Support if it still fails. Include an alert ID, the exact time of the failed call, and the affected number. They can look up the call on the provider's side and see whether the carrier rejected it.

In the meantime, it's worth turning on Jira mobile app push notifications for on-call people with VIVO numbers so nobody misses a page while this gets sorted. Voice notifications also need Jira Service Management Premium or Enterprise, which you already have since calls work on other carriers.

Matthew Sinclair · Answer

You'll need to talk to the carrier to get an answer to this question.

Only other suggestion I have is double check the number to make sure its correct - area-code/prefixes etc.

Do live tests as well. (dummy alarms)

Only way it wouldn't reach the phone is a routing rule on the carrier or the call is blocked by your phones call blocker.