Voice Notifications Not Working After Opsgenie to JSM Migration – Brazil (+55)

Antonio Jose da Silva

Hello Atlassian Support Team,

After migrating from Opsgenie to Jira Service Management (JSM), we identified an issue with voice notifications.

Voice calls worked correctly in Opsgenie before the migration. However, since migrating to JSM, we are no longer receiving automated voice calls.

Tests performed:

• SMS messages and verification codes are received successfully.
• Voice verification calls are not received, preventing successful verification through the voice channel.
• Voice notifications triggered by actual JSM alerts are not received.
• The same phone number worked correctly with Opsgenie before the migration.

Environment:

• Organization: Cresol
• Platform: Jira Service Management Cloud
• Region: Brazil (+55)

We request the following investigation:

1. Verify whether voice notification requests are being generated correctly.
2. Check voice verification and notification delivery logs to identify any failures.
3. Confirm whether there are restrictions affecting Brazilian phone numbers (+55).
4. Identify the telephony provider and any delivery errors.
5. Confirm whether additional configuration is required following the Opsgenie migration.

This functionality is critical to our IT incident management and on-call escalation processes.

We would appreciate your assistance in identifying the root cause and restoring voice notifications.

Best regards,

Cresol – IT Service Management

Matthew Sinclair

Did you port your phone to Twilio?

There's no auto-granted Atlassian version anymore.

And on top of that - you have to fully register to be able to accept calls let alone forward them.

https://support.atlassian.com/opsgenie/docs/how-to-switch-opsgenie-phone-numbers-to-twilio/

(Be warned - it won't be free - as we discovered)