New to OpsGenie - How do phone numbers work & cost

[Stan Rusike]

Hi 

We use OpsGenie for DevOps scheduling. 

We're now using Jira Service Desk to support our clients. 

Want to use OpsGenie Incoming Call Routing. 

On the service level we have now with Atlassian, we get 1 number free;

Its not very clear how the phone number routing works and what my costs are going to be in this guide: https://support.atlassian.com/opsgenie/docs/incoming-call-routing/

Questions I have:

1) Does OpsGenie Provision Phone numbers for Europe? 

2) If I already have a number - how do I get OpsGenie to claim my existing number and configure it for use? 

3)Is pricing only provided in USD? We're based in Amsterdam - does this mean that a call forwarded to a Netherlands or EU/UK number is classed as international? >>>After that, there is a charge of $0.10 per minute for calls forwarded to US and Canada, and $0.35 per minute for calls forwarded to international phone numbers. See all the details of pricing in Opsgenie Pricing page. 

[Nick H]

Hi @Stan Rusike ,

One Incoming Call integration is included for free with either a standalone Standard or Enterprise Opsgenie plan. At this time the Incoming Call integration is not included with any JSM-OG plans: https://jira.atlassian.com/browse/JSDCLOUD-9563

1 - We can add European numbers at no additional cost. Again, one number is included with standalone Standard and Enterprise plan regardless of country. But some countries require documentation for compliance reasons with our provider: https://www.twilio.com/guidelines/regulatory

2 - Are you trying to port an existing number into Opsgenie as your Incoming Call integration? This is possible, but it's important to note this is a bit tedious of a process, and after porting the number, we (or our provider) would then own the number. So we typically suggest adding a new number in general from our provider.

3 - Although the first Incoming Call integration is free, Opsgenie does still charge for minutes. And yes - calls made to UK/EU are considered international. It's not where the call is being dialed from, but where it's be sent to.

If you need help getting a specific country code, you should open a ticket with Opsgenie support here: https://support.atlassian.com/opsgenie/

[Stan Rusike]

Thank you Nick. This helps tremendously!