My department uses the Incoming Call integration. We setup different key presses based on the teams/project. We can then setup an escalation based on the key pressed.
We then setup a phone alert with a Responder, which we set to a different escalation. The second escalation path includes additional follow up with the original on call engineers along with managers/directors if not acknowledged.
The phone alert cannot filter by the key press. This means the Responder has to be the same for all key presses, which won't work for our business needs as the on-call team per key press will be different.
A new feature to add the key press as a filterable item on the alert will be very beneficial.
