Add a new call routing

Call settings enhance the incoming call experience by directing calls to the appropriate on-call participant. In Jira Service Management, to establish call routing, you first need to obtain a phone number from Twilio.  Read more about acquiring a phone number from Twilio.

To add a new call routing;

1. Go to Settings >Products in your Jira Service Management.

2. Scroll down to Operations and select Incoming call routing.

3. Select Add incoming call.

4. Enter a name for your call routing setup.

5. Enter your phone number and other Twilio details.

Once your number is linked to Jira Service Management, you can configure your settings in Call settings to make sure your calls are distributed correctly.

General settings

Here, you will find the main settings related to your Twilio connection and more. After adding a phone number, it cannot be changed, but you can update other related Twilio settings.

Call center language: The language you choose here will influence all text-to-speech messages. If you select English, but enter messages in German, the system will read the English text with German pronunciation and grammar rules. Ensure the language setting matches the text you input.

Acknowledge alert upon call answer: When enabled, the alert for the incoming call is automatically acknowledged, bypassing the on-call cycle.

Blocked numbers: Enter the phone numbers to block to prevent spam or unwanted calls. Read more about blocked numbers.

Incoming call configuration

Welcome message: Enter the message your callers will hear upon dialing this number. Alternatively, you can upload an audio file. If you enter text, the text-to-speech machine will read in the language set in General settings.

Auto-attendant: Configure an auto-attendant to guide the caller to various on-call participants, including specific people, teams, schedules, or escalations. The key corresponds to the numerical key on the user’s phone.

Select participants if an unassigned key is pressed: Use this field to route callers pressing a key without an assigned routing.

Select when to notify on incoming call: Determine when an alert will be created once the incoming call is received.

Alerts are created according to the Alert processing rules, which is described at the bottom of the page. When an alert is created based on the alert processing rules, on-call participants are notified according to what’s set in Select when to notify on incoming call:

• Immediately: The participants are notified immediately.

• On missed call: The participants are notified if the call isn’t answered within a given duration.

• On voicemail left: The participants are notified if a voicemail is left.

Notifications are sent according to the notification preferences the participants have set in their personal settings. 

Missed call settings

Voicemail: Activate voicemail for your callers to leave a message when the call is not answered by an on-call participant. You can enter the voicemail message as a text-to-speech or an audio file. Similar to other text-to-speech fields, make sure you enter the language you selected in the General settings.

Number of call recipients: This option determines how many on-call participants a call is transferred to before it is considered missed. 

Ring duration per recipient (sec): Specify how long the phone will ring for each recipient, in seconds.

Alert processing rules

Set rules to filter alerts and receive them under different conditions, such as a unique alert message or priority level. Read more about alert processing rules.