Incoming call should create alert only after auto-attendant

[Augustinas Stirbis]

Hey, we are using Incoming call routing and it's working great, except once in a while we get spam/telemarketers calling - creating alert waking up oncall personnel in the middle of the night - NOT COOL.

Problem:

We have configured auto-attendant and it's great, the problem is alert is created before the auto-attendant even goes on the line, so spammer creates alert and causes us notification fatigue even if phone is dropped and no valid pin/key number is pressed as alert cascade to slack, OpsGenie app etc.

Attemps at workaround failed:

I tried not assigning any team on incoming call and filter on notification, but even if we remove default responders in Incoming call it gets assigned to team on auto-attendant list even though integration is global and not in the team.

I know there is blacklist feature, but it looks like it's always new number.

[Travers · Accepted solution]

Hi Augustinas,
Travers here with Opsgenie Support. Thank you for reaching out!

•  If you use the auto-attendant list feature, by default it will notify the responder team  on the list. I recommend removing any responders from the “responders” field in the incoming call integration Advanced settings to reduce noise from spam.
• By doing this the Integration will work as described in your use case and only notify the team associated with the on-call key options in place.
• Best bet if the issue persists, will be to create an Opsgenie ticket or hop in a chat. This way Support can create a customer consent grant to view the exact integrations settings configured for the Incoming call integration and responders.
• Here is a screenshot of the responder field I am referring to in the integration settings.
  

[Augustinas Stirbis]

thanks, looks like the product support this functionality but our integration changes (no responders) did not propagate, will raise a support ticket.

[Travers]

Glad to hear the information provided was helpful, Augustinas! 

I will keep an eye out for your future Support ticket.