Problem with calls in OpsGenie crackling sound, not able to connect to some phone numbers

[Maciej Kędziora]

Hi,

I have problem with OpsGenie and Twillio.

I bought numer from twillio, connected it properly to OpsGenie as integration. I call to the number provided by Twillio I am forwarded properly to the on call user. The problem is that some numbers (from on call user) are working properly, I hear the custom Welcome Message set in intergration, the call is routed to the on call user after clicking number on the phone keyboard and I hear clear voice (on both sides). More often happens that the caller hears crackling sound, no welcome message, call is properly routed to the on call user, but after anwsering there is no sound and random disconnects after few seconds.

The logs look the same for diffrent numbers, but only 1 works out of 4. How to debug and fix it?

[Kaljan]

Hello @Maciej Kędziora ! To debug and address this, consider a few troubleshooting steps. Firstly, check the network connectivity and bandwidth to ensure a stable connection. Verify that the configurations for each on-call user's phone number are consistent, and double-check any specific settings in OpsGenie and Twilio. Review logs for error messages or warnings that might provide insights into the problem. Investigate if the issue persists across different devices or networks. If possible, test with alternative phone numbers to isolate whether the problem is specific to certain numbers.!

[Russell Chee]

Hey Maciej,

Thanks for reaching out to the community, I hope you are well.

Furthermore thank you for raising this issue with us about a crackling sounds and call issues happening with your Incoming Call integration.

For your issue, could I please ask you to reach out to our Opsgenie Support team here for further assistance: https://support.atlassian.com/contact/. 

The reason being is because we may need to discuss some sensitive information about your Opsgenie account and a public platform may not be suitable for that.

Please let us know if you need anything else in the meantime. All the best!

Kind regards,
Russell