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A way to set the team for incoming call options selected

Patricia Francezi
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 31, 2023

Is there a way to set the team based on Alert Actions?

The main problem - the teams have no access to Incoming Call alerts, because the team is not used to redirecting the call, but the following scenario instead 

 

- Currently 2 teams (options 1 and 2)

- One option redirected to Schedule

- the other option redirecting to a Routing rule

The second rule follows a strict scenario of time constraints and different schedules.

 

What I have checked 

- Tried to use Global Alert Policies to modify the owner - but the option for the call is sent in a Note "The caller has entered 2". Alert is created before that note

- The team policies will have the same issue, as the team is not tagged during alert creation. 

 

Any ideas on how achieve this? 

 

 

1 answer

0 votes
Wei Wung
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 31, 2023

Hi @Patricia Francezi 

Thank you for reaching out!

Generally, we recommend setting the "Forward Call To" field to be set to an escalation policy.  The on call users in the escalation path will have visibility to the incoming call alert.

To allow all team member to have visibility to future Incoming Call alerts, the "Forward call to" field can be set to the team, like in the example below: 

auto-attendant.png

When an Incoming call is forwarded to a Team, the forwarded call will follow the Team's Default route as illustrated in the screenshot below.
IncomingCallFlow.png

In this case, the alert notification will be determined by the team's routing rule.

As for Global Policy, it doesn't have visibility to the alert's Notes field so we won't be able to use it to detect the key pressed by the caller, which also happens after the creation of the incoming call.  Global Policies are applied during alert creation.

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