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This article discusses how to route incoming calls from an Incoming Call Integration in Opsgenie based on time of day. This is useful for users who may want calls coming in during certain hours to route to 1 escalation policy, and calls coming in during other hours to route to a different escalation policy.
With alerts, this can easily be handled via Routing Rules. However incoming calls when forwarded to a team, do not follow routing rules, they follow the “default” routing rule, i.e. the “else” routing rule on the team. So we have to take a different approach to route incoming calls based on time of day.
These instructions will go over an example where a team wants to route calls coming in during business hours to 1 escalation policy, and calls coming in after hours to route to a separate escalation policy. However these instructions can be adapted to fit any sort of use-case where incoming calls should be routed to different escalation policies based on time of day, you would just adjust the “IncomingCallRoutingSchedule” in this example to have rotations that cover the different time periods.
Call comes into Incoming Call Integration Number
The integration forwards the call to the “IncomingCallRoutingSchedule” via the “forward call to:” field in the integration
Based on the time of day the call is being received, the schedule determines whether the call gets routed to the “BusinessHoursEscalation” or the “AfterHoursEscalation”
The steps of the escalation policy are then followed to determine the order of who the call will be forwarded to
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