A summary of Incoming Call Routing Alert activity logs and reports

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This article aims to gather and provide a summary of the activity logs of the alerts created via the Incoming Call Routing integration in different scenarios.

High level summary

• If the call is answered, its alert status will be ACK'ED, and listed as “Answered” in the Incoming Call Routing Report.
• If there is a voicemail left, its alert status will be OPEN, and listed as “Message Left” in the Incoming Call Routing Report.
• If the caller hung up before leaving a voicemail, its alert status will be CLOSED, and listed as “No one answered” in the Incoming Call Routing Report.
• If there is a call on-going while checking the report, its alert status will be IN PROGRESS in the Incoming Call Routing Report, whether it is answered or not.
• If there is a call on-going and it has not been answered or timed out to leave a voicemail, its alert status will be OPEN.

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Conditions and results

A call just coming in before entering any states:

The alert status will be OPEN and listed as IN PROGRESS when checking in the Incoming Call Routing Reports at the same time.

A call was answered: 

If the call was picked up and answered, you will see the Opsgenie Alert status is ACK'ED.

In the Alerts activity log, you will see:

<user> answered the call

Alert acknowledged via Incoming Call

A voicemail has been left:

If the called did not hang up the call and left a voicemail after no one answered the call, the Alert status will remain OPEN.

In the Alerts activity log, you will see:

The dial operation at <number>:<user> was no-answer; no one left to call. 
No one is able to answer right now. Redirecting to VoiceMail. 
New VoiceMail from <caller_number>. Recording at: <Twilio URL>

Caller hung up before the on-call user picked up:

If the call got hung up by the caller before your on-call user picking it up, the Alert status will be changed to CLOSED.

In the Alerts activity log, you will see:

The caller hung up 
Alert closed via Incoming Call

The call was rejected by the on-call user without any voicemail: 

If the call was rejected by the on-call user and there was no one left for Opsgenie to forward the call to, but the caller hung up the call before leaving any voicemail, meaning there is no urgent action for the on-call users to do, then the alert status will be changed to CLOSED.

In the Alerts activity log, you will see:

The dial operation at <number>:<user> was not confirmed; no one left to call. 
No one is able to answer right now. Redirecting to VoiceMail. 
Alert closed via Incoming Call.

The on-call users phone is in Airplane mode or failed to connect:

Note: The Mute and Quiet Hours on Opsgenie or the Do Not Disturb mode on the phone will not affect the calls forwarding.

If the on-call users phone is in Airplane mode or there are other settings enabled blocking the mobile connection, the call will timeout sooner than the specified “How long phone should ring:” setting in the Incoming Call integration, and the alert status will be changed to CLOSED.

In the Alerts activity log, you will see:

The dial operation at <number>:<user> was failed; no one left to call. 
No one is able to answer right now. Redirecting to VoiceMail. 
Alert closed via Incoming Call.

No on-call user found by Opsgenie:

If there isn’t any on-call user found according to the Forward Call To field on the Incoming Call integration settings page, and the caller hung up without leaving any voicemail, the Alert status will be changed to CLOSED.

In the Alerts activity log, you will see:

No recipient found now, Redirecting to VoiceMail.

That being said, if there is a voicemail left, then the Alert status will remain OPEN.

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Incoming Call Routing Reports

• If the call was answered by the on-call user, then the status will show Answered.

• If the call was not answered and a voicemail was left, then the status will show Message Left.

• Any other circumstances where the call was not answered and no voicemails were left, then the status will show No One Answered.

If the call is on-going while you are checking the Incoming Call Routing Report, then the status will show In progress.

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