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Incoming call routing

Incoming call routing is not available under the Free and Essentials Plans. Please upgrade to a Standard or Enterprise Plan to use this feature.

Currently our provider does not support the calls routed to Chinese numbers.

Incoming call routing provides a phone number and manages the routing of incoming calls to this phone number based on your on-call preferences. This can be used, for example, as a support call hotline that routes incoming calls to the right on-call engineers.

Watch Incoming Call Routing in Opsgenie video on Youtube

How incoming call routing works in Opsgenie

Setting up a support call-line via Opsgenie is simple and easy.

  1. Provision a phone number or multiple phone numbers from Opsgenie. You can provision phone numbers from many countries.

  2. Specify which team, user, schedule or even escalation Opsgenie will route the call to.

That's it.

When you get a call to this number a welcome message configured by you, will be read to the caller before they connect to one of your on-call users.

While Opsgenie finds and dials the on-call roster, the caller can listen to the music Opsgenie plays as they wait. If Opsgenie cannot get a response from the first roster it reaches, it’ll call the next roster on the on-call list. If no one is available, the caller will be redirected to leave a voicemail.

Meanwhile, Opsgenie creates an alert for this call. The users that are responsible for the call are notified via e-mail, SMS or mobile push that there is an incoming call in progress.

When a user picks up the call, Opsgenie prompts them with a message to confirm the pickup. This is done in order to prevent voice-machines from picking up incoming calls. After the user presses a number, Opsgenie connects the call and also acknowledges the alert on behalf of the user that answers the call.

Benefits

Here are some of the things you can do with Opsgenie's incoming call routing:

  • You can forward incoming calls to anyone in the world. If your company has operations in various geographies, you can provide seamless support.

  • You can have the incoming call routing read messages in different languages. This way, callers who are speaking other languages can use call routing.

  • For each call you receive, Opsgenie generates an alert. Just like other alerts, you can create rules and policies to route the alert to the right people based on the caller's phone number.

  • You can view basic information about the call, such as if the roster answered the call or how long the call lasted, through the alert activity log.

  • You can forward the call information to team chat rooms using Opsgenie integrations with Slack, HipChat, Campfire, etc., and other systems via Opsgenie webhook or Marid integration.

  • You can also configure Opsgenie to prompt the callers for pressing keys to choose which users they want to talk to (e.g., Press 1 for tech support, press 2 for sales...). View Call forwarding with auto-attendant to configure this.

An image that explains auto attendant feature visually.

Take incoming calls directly from a web browser

You can also take incoming calls via your web browser from the Alerts page. With this feature, you will be able to take calls right from your computer without waiting for it to dial you. After you pick up the call on the alert, Opsgenie will stop the call routing process and connect you to the caller.

This feature is currently available with Chrome and Firefox browsers.

Cost

Incoming Call price is $10 per month per phone number (note that our Standard & Enterprise plans include one phone number for free). 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.

Adding incoming call routing in Opsgenie

  1. Go to Settings → Integrations. Select Incoming Call.

  2. Opsgenie automatically provides you with an available phone number. You can select another country to change the number.

  3. Specify the recipients that Opsgenie will be forwarding the call to. Call recipients can be:

  • Teams: Opsgenie will route the call according to the team's escalation, which you can configure from your team's dashboard.

  • Users.

  • Schedules: Opsgenie would determine the on-call user based on the schedule and forward the call to that user.

  • Escalation: Opsgenie first tries the users of the escalation's immediate rules, then passes on to the backup rules in order. If the escalation has repeat enabled, it will repeat the escalation rules until someone picks up or reaches its try limit.

Opsgenie dials the users in the recipients in the order you add them. For example, if you put a schedule as the first item in "Forward Call To" then Opsgenie will first dial the on-call users of that schedule.

4. When done, select Save integration. You will purchase the number when you save the integration. Trial customers can use it entirely for free, until they subscribe to a paid plan.

Incoming call notifications

Opsgenie sends notifications to the on-call roster when there is a new incoming call in progress. For example, if you're forwarding the call to a schedule, all the users of the on-call team will get an immediate notification about the incoming call. The notification method can be SMS, e-mail, or mobile, as it is configured in the user profile.

A sample case
Let's say you've configured "Team 1" for taking calls. When Opsgenie receives a new incoming call, it starts dialing the on-call rosters according to Team 1's escalation. It also starts sending the "incoming call notifications" to Team 1.
Notifications are the same as alert notifications. Opsgenie sends notifications to Team 1 according to its escalation policy until the alert is acknowledged, closed, or end of its repetition cycle.

Acknowledging or closing an incoming call alert

When an on-call roster answers the call, Opsgenie automatically acknowledges the incoming call alert and stops sending notification.

If the caller hangs up the call before any on-call roster can answer, the alert will be closed automatically, and the notifications will stop again.

There three methods you can select for incoming call notifications;

  • Default notification – Notifies the on-call rosters immediately when Opsgenie receives the call.

  • Delayed notification – Notifies if the call is not answered in a certain amount of minutes defined by you. This method is used to avoid notifications for misplaced calls.

  • Voicemail notifications – Notifies when the caller leaves a voicemail. Opsgenie adds the link to the voicemail as a note to the incoming call alert. 

Call forwarding with auto-attendant

You can also set up an interactional call routing based on input from the caller. 

A sample auto-attendant flow looks like this:

  1. When a call is received, Opsgenie plays the welcome message to the caller.

  2. Then, Opsgenie plays the auto-attendant message that you configured before. An auto-attendant message sounds like this: Press 1 for tech support, 2 for sales..."

  3. The caller interacts by pressing keys on their phone.

  4. Opsgenie forwards the call to the relevant rosters.

More about auto-attendant:

  • If the caller enters an unknown number Opsgenie asks the caller to retry. If the caller enters an unknown number for the second time, Opsgenie hangs up the call. You may find this information in the Activity log section of the incoming call alert.

  • You may create an option with the star key to use default forwarding if the caller presses the digits that do not match. For example, if you have three routing options with keys 1, 2, and star, and the caller presses 4 upon hearing the auto-attendant message, he will be forwarded to the rosters of the star option.

  • Incoming call notifications are only sent to the entities (users, teams, schedules, etc.) that the caller is being forwarded to.

 

Using audio files for the messages

You can play text-to-speech or audio files to your callers. To play an audio file:

  1. Go to Settings -> Integrations.

  2. Search for Incoming call. Select Add.

  3. Under the Settings section of the integration, enable Auto-attendant switch.

  4. Select Upload audio file button.

  5. If you want to change the file, you can select Remove, then upload another file.

Supported audio files types are .mp3, .wav, .gsm, .aif and .ulaw.
You can only upload audio files of 8kpbs bitrate. High bit-rate audio files will produce bad quality sound because of the compression.

Call routing precedence (Who's dialed first, who's dialed last?)

Who does Opsgenie dial before others when a call is received? Let's explain this with an example:

Let's say you've configured a schedule named schedule1 as the first call recipient for your incoming call. There are two on-call parties under schedule1 at present; escalation1 and team1. escalation1 is configured to notify user1 immediately; and user2 5 minutes later.

Example:

Text

1 2 3 4 5 6 7 8 schedule1 escalation1 *user1 - immediately *user2 - 5 minutes later team1

Say a call comes now. The immediate on-call recipients of schedule1 are user1 from the escalation, and the target entity of team1's default routing rule. So Opsgenie will try to connect the call to a random user, selected among user1 and team1. If they don’t pick up, another random user will be tried from the same party.

When no one is left to dial from the immediate on-call party, Opsgenie moves on to the secondary recipients; namely user2 from the escalation. The user2 will be tried; and if no one picks up, the caller will be redirected to leave a voicemail.

Incoming call language support

When a user calls the number in your integration, Opsgenie can read the messages in eight different languages.
It also applies to customizable messages such as "Welcome Message" and "Leave a Message". For example, when you set the language to German, Opsgenie can read these messages in German too.

Blocklisting numbers

Specific phone numbers and prefixes can be blocked from the Block numbers field. Once a number is added to this field, the incoming call routing phone number will not receive any calls from the specified number.

There are a few requirements for defining numbers in this field:

  • The phone numbers should start with +.

  • For defining a prefix, ***** should be added to the end.

  • You should enter at least 3 characters while defining a number.

Additional features of incoming call routing

  • Redirect to voicemail is optional. You can disable it if you like, so that when no on-call user is available, instead of prompting the caller to record a voicemail, Opsgenie says "Please try again later" and ends the call.

  • If caller hangs up the phone before an on-call user answers the call alert is closed so that on-call users not notified.

  • If you want to use call routing only for taking voicemails, and notify your on-call personnel but not actually dial them, you can set "How many users should be tried" to zero in the configuration, under "Other Settings" section and save the integration.

Last modified on Jun 18, 2021
Cached at 9:06 PM on Oct 23, 2021 |

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