Limitations in the opsgenie

[Djair Silva]

Hi guys, thanks for read this one.
I'm working to add the opsgenie in my projetc in the JSM, looks like there are a feature named on-call, I can see the calendary and others configuration there, but I"m unable to make it call to my phone, I cant see any place to add the phone numbers of my team to make the correct oncall work. Does anyone knows if this feature can call to phones? 
Thanks in advanced, just to make clear, I"m not using the opsgenie account, i'm just trying to use the feature oncall on the project.

[Boris Zozoulia · Accepted solution]

There are few things to consider mate:

Once an alert is received by your team (in other words, when your team is a responder to this alert), the Routing rules will route it to escalation or to a schedule (depending on your preference and requirements

The screenshot I have attached - has 2 routing rules for escalation - one is to notify a user immediately and another one is to wait for 10 minutes before triggering a user response (we use it for our automated alerts, to reduce false positives, in the effort to give an alert some time to be closed (if it is a short-lived one) within 10 minutes. These routing rules are driven by the tags attached to the alerts.

Once a user is notified, individual user notification policies kick in, and the preferred notification method is used. (Users have to define how they want to be notified)

The notification methods are defined in the personal user settings - and this is where u can specify some rules and preferences

[Djair Silva]

WOW, thanks alot mate!
I was able to see the place to add the mobile number, but I was unable to add it as voice... Just SMS is working, to use voice the jira software says that I need to become premium... I have no idea why and how do that, or if this is a bug, because it is a plugin for jira software, not the opsgenie site.

[Djair Silva]

Thanks mate, I see that the oncall feature to use the call to my phone it needs to have a premium account. Standard are not covered by this feature. But I can use the mobile app to alert me, it do the ame thing. Thanks alot again. Have a great day.

[Boris Zozoulia]

if the method above still fails - contact support to enable call features, or alternatively - configure twilio phone number in the Incoming call routing configuration under Settings -> Products -> Operations