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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?
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.
My colleague just opened the public feature request that can be followed here: https://jira.atlassian.com/browse/OPSGENIE-391
Looks like you already found that through another post: https://community.atlassian.com/t5/Opsgenie-questions/Incoming-Call-Voicemail-notification-how-get-voice-call/qaq-p/1911257?utm_source=atlcomm&utm_medium=email&utm_campaign=mentions_reply&utm_content=topic