How incoming call routing in Opsgenie is actually working in practice?

[Mirek]

Hi, 

In the documentation there are two options of configuring incoming call routing 

To integrate incoming call routing, you must first get a phone number. Opsgenie offers two options to get the phone number;

• Get a custom phone number from Twilio: Start a Twilio subscription and get your own, custom phone number. Usage-based fees will apply and will be billed directly by Twilio.

• Have Opsgenie provide a phone number for you: Opsgenie will automatically provide you with a phone number. Additional usage-based costs may apply for phone numbers provided by Opsgenie. Trial customers can use the Opsgenie provided phone number for free until the end of their trial period.

How this is actually working in practice? If we choose a number provided by OpsGenie is it always a US based number? If you want a custom from a specific country outside of US what then? Does it mean that no matter what a Twilio account is required to proceed? 

Have anyone configure this and have any guidance or feedback? 

[Scot Wilson]

G'day Mirek,
I'm Scot, from the APAC Opsgenie Support Team with some answers for you. There are two distinct options for Incoming calls: Opsgenie provided and Self-Managed with Twilio, which I'll talk about in turn.

Opsgenie Provided

If you want an Incoming Call number with Opsgenie, we can provide one for you across a number of different countries. Both Canada and the USA don't have any regulatory compliance that we need to meet, so we can generate an incoming call with a number for those countries automatically.

However, the rest of the world has different compliance requirements per country. Our provider Twilio will not provision a number for you unless they have the approved documentation to meet that country's regulatory requirements as detailed here: https://www.twilio.com/en-us/guidelines/regulatory

My support colleagues require a support request from you when you wish to have an incoming call number in one of these countries. We will use this request to let you know what documentation we require from you to meet the regulatory requirements and also to let you know what type (area code) of numbers are available. Once we have an approved regulatory bundle for your company, we can then provision numbers in that country for you and will create the incoming call integration for you in your instance. Additional numbers for that country will still require a support request to provision, but we only require the documentation the first time we do the regulatory bundle. 

For some countries this documentation can be quite involved and you may not wish to share this with us (Atlassian) as an intermediatory party or to maintain your regulatory bundle. Additionally in some countries, the regulatory bundle requirements are either too onerous for us (Atlassian) to maintain, or are restricted to only being submitted by the company that the number is for. For this situation, we developed an alternate method of sourcing the number for an incoming call integration.

Self-Managed with Twilio

This is the only option available to our Jira Service Management Operations customers, and is an alternate for our Standalone customers. Additionally, for customers wanting a number in the United Kingdom, self-managed is the only option as detailed in our community post on this here.

For this, you will have the business relation with Twilio and will provision numbers in Twilio and supply the regulatory documentation needed for compliance with the countries you wish to have a number provisioned in. Atlassian is not a party to any of the business documentation that you share with Twilio, nor are we involved in anyway with the billing of your Twilio account. You will be providing us with access to your Twilio SID/account and we will receive the data/calls sent to this number.

There is one important requirement with this, your account must be with the Twilio Region US1. This does not affect where you can generate numbers but is a requirement to allow our Opsgenie services to connect to your Twilio account. Twilio provides isolated regions and our backend-services are integrated with their US1 region only.

I hope that helps provide some context for you, Mirek, and other community members.

Cheers mates!
Scot Wilson