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incoming calls from opsgenie have no caller id

Deleted user August 31, 2023

We've been using opsgenie for quite a while now and everything was smooth until recently, when we noticed that all calls incoming from opsgenie have no caller id. This has taken us by surprise and some notification calls were missed as we tend to set up dnd on our phones for the night (with contact exceptions added). We're located in EU. Did anybody else encountered this? Please advise.

Imo it's crucial for opsgenie to call with caller id enabled.

1 answer

0 votes
Shivam Naik
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 1, 2023

Hi @[deleted] ,

Happy to help!

You can assign all numbers in use by Opsgenie to a single User Contact on your device by downloading the EU V-card from the page here https://support.atlassian.com/opsgenie/docs/send-voice-and-sms-notifications/#EU-region. This will ensure that future calls have Opsgenie as the listed caller. Be sure you download this on your mobile phone itself to create the contact.

Please let us know if you have any follow up questions!

Deleted user September 4, 2023

Hi @Shivam Naik , thanks for getting back to me. This is exactly how it was working for a long time and how we had it set up, but all of the sudden incoming calls are without caller id so the v-card is no use - all I can see on my phone is "No Caller ID". Any advice?

Shivam Naik
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 5, 2023

Hi @[deleted] can you add one of those numbers here so I can verify that its one of ours? 

Thank you!

Deleted user September 5, 2023

Hi @Shivam Naik. I would love to share the incoming call's phone number but as I mentioned before, all I see is "NO CALLER ID".

Shivam Naik
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 5, 2023

Hi @[deleted] ,

I would recommend opening a support case with us so that we can look into that with our provider Twilio. Even if there isn't a caller ID, we can use log timings from the alert that triggered notifications to pull up those call records and verify if/how Opsgenie was sending those notifications without an ID showing up.

Thank you!

Jaron Cortez
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
February 10, 2024

That sounds like a real headache! It's definitely important for Opsgenie calls to show caller ID, especially for critical notifications. It's strange that this issue has cropped up recently.Since you're in the EU, there might be specific regulations or settings affecting caller ID. Have you checked Opsgenie's settings to ensure caller ID is enabled? It's worth reaching out to their support team too.In the meantime, you could try using whocalled.co.uk to identify incoming calls without caller ID. It might help alleviate some of the missed notifications until the issue gets resolved.

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