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Incoming Call Routing add Voice Notification

Hello, 

We are coming over from PD and I am trying to setup a 1:1 transition.

How our after hours escalation currently works is users leave a voicemail and we have a 30 minute window to respond.

The responders are alerted via their preferred notification options typically a call.

Is there anyway to enable Voice Notifications for Incoming Call Routing Alerts?

 

 

1 answer

0 votes
Nick H Atlassian Team Apr 12, 2022

Hi @Andrew Parker ,

It's not possible to notify users via voice notification for their Incoming Call notification rule. This is by design to avoid confusion if the integration has the option, "Notify when a call comes in, only if it is not answered in 0 minutes" option. Otherwise users could get a voice notification, along with the live call from the integration at the same time.

Having said that, you can configure a responder or team under the Advanced tab of the integration's Phone Alert action here:

icr1.jpgicr2.jpg

 

When a team is added into the Responders field, alerts created through this action are treated like all others - and flow through what's configured under a team's On-call tab. These alerts would also notify users through their New Alert notification rules - which can notify via voice.

Typically I suggest customers manage a routing rule / escalation for these alerts specifically. Here's an example:

icr3.jpg

 

The Incoming Call alerts (Source ~ "Phone Call") would be routed to a "Buffer" escalation - which gives a 5 minute buffer before notifying on-call users. The 5 minutes allows for the dialer to leave a voicemail - which in turn leaves the alert in an open state. If no voicemail is left, the alert auto-closes and no notifications would be sent.

Hope that all makes sense! Let me know if you have any other questions.

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