How do we disable the phone-answering service on an integrated phone number?

[Andrew Shewchenko]

Our team does not want to receive interactive phone calls through OpsGenie (the functionality is really bad, slow to connect, difficult to hear, leaves everyone frustrated, and often results in the whole team being escalated to due to the slowness in OpsGenie connecting the call), but we still want to be able to receive SMS messages to said number.

Is there a way to disable this functionality while retaining the SMS? If not possible, is there a way to automatically route interactive phone calls to an answering service that will transcribe to text and send that in an alert to the escalation group receiving it? 

We're at a loss with this, as the feature as currently implemented is very frustrating for us, and ultimately leading us to look at other options for our oncall. 

[Andrew Shewchenko · Accepted solution]

Documentation on call routing 

Buried at the bottom of the page:

If you want to use call routing only for taking voicemails, and notify your on-call team member but not actually dial them, you can set "How many users should be tried" to zero in the configuration, under "Other Settings" section and save the integration.

[Nicolas Grossi]

@Andrew Shewchenko Welcome, what is your license type ? If you have an active license you might contact support.atlassian.com.

I guess that feature is not available currently.

Nicolas

[Andrew Shewchenko]

We're on Standard. it looks like Atlassian's preference is for questions/issues like this to hash out in public first and tickets later, so I started here - but I'll see what Support says.