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Dear OpsGenie community,
We would like to ask if it is possible to enable the dial menu for specific users in the “incoming call” integration? People outside of the company that call the number should come out on option 1, our first-line on-call team, with no option of selecting a different team.
We’d use this so only our dedicated first-line on-call responders are able to call a second-line on-call team via the dial option. We do not want our customers to be able to contact our second-line directly.
We’re looking forward to your reply.
That is not currently possible at this time; providing the option for only some users to use an auto-attendant feature vs. others. The integration is "all or nothing" in that sense - where it either needs to be configured with a forwarding rule or with the auto-attendant.
Closest thing to this use case is having two incoming call integrations where one is configured with a forwarding rule, and the other is configured with an auto-attendant. You's share the forwarding rule integration with the outside users, and the auto-attendant integration internally.
I also understand that would include additional charges since each incoming call integration besides the first added is $10/mo so I know it might not be ideal.