Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Incoming Call Routing add Voice Notification


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:



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:



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.

Suggest an answer

Log in or Sign up to answer

Atlassian Community Events