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Integrate incoming call routing

  • To use incoming call routing with your custom phone number, you must use Opsgenie’s Standard or Enterprise plans or Jira Service Management Premium or Enterprise plans.

  • To use incoming call routing with a phone number provided by Opsgenie, you must use Opsgenie’s Standard or Enterprise plans. If you’re using Opsgenie as part of your Jira Service Management plan, you can’t use incoming call routing with an Opsgenie provided phone number.

Incoming call routing enables you to route incoming calls to a phone number, which, Opsgenie can redirect to the correct on-call team member. Learn more about incoming call routing.

Integrate incoming call routing

To integrate incoming call routing, you must first get a phone number. Opsgenie offers two options to get the phone number;

  • Get a custom phone number from Twilio: Start a Twilio subscription and get your own, custom phone number. Usage-based fees will apply and will be billed directly by Twilio.

  • Have Opsgenie provide a phone number for you: Opsgenie will automatically provide you with a phone number. Additional usage-based costs may apply for phone numbers provided by Opsgenie. Trial customers can use the Opsgenie provided phone number for free until the end of their trial period.

Some countries have strict regulations around using local and national phone numbers. While setting up a number for you, our support team might request additional documentation to fulfill these regulations. Contact support

Disabling an integration does not mean canceling the phone number. Phone numbers will still be active and billed to you until you delete the integration.

Use a custom phone number from Twilio

You must purchase a phone number from US Region 1 and create the API keys in the same region to use your custom phone number from Twilio.

To use your existing integration by switching to your number, proceed to How can you switch to a custom phone number?.

Follow the instructions below to integrate incoming call routing using your own phone number:

  1. Log in to your Opsgenie account.

  2. Go to Settings > Integrations. Select Incoming Call.

  3. Under Settings, enable the Use your own Twilio number toggle.

  4. Enter Twilio account details and your custom phone number.

  5. In the Call Routing section, specify the recipients to whom Opsgenie will forward the call.

  6. Select Save integration.

Use a phone number provided by Opsgenie

If you’re using Opsgenie as part of your Jira Service Management plan, you must use your own Twilio phone number. View Use a custom phone number section above to find out how to use incoming call routing as part of your Jira Service Management plan.

  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. In the Call Routing section, specify the recipients to whom Opsgenie will forward the call.

  4. When done, select Save integration. Once you save the integration, we’ll start your subscription for the phone number. Trial customers can use it entirely for free until the end of the trial period.

How can you switch to a custom phone number?

If you’re using a standalone Opsgenie account and wish to merge your account with Jira Service Management, you must switch to your custom phone number before the merge.

If you’re a standalone Opsgenie user and you’ve been using incoming call routing with a phone number provided by Opsgenie, you can switch to your custom phone number. To do that;

  1. Get in touch with Twilio, create an account and start a subscription.

  2. If you already have a Twilio subscription, reach out to your Twilio support team to find out if you could move the existing number to your own Twilio account or get a new phone number to use for incoming call routing. Learn how to move Twilio phone numbers to another Twilio account.

  3. Make sure the phone numbers and the API keys are in Twilio’s US Region 1.

  4. Unless you’re using the same phone number, switching to your custom phone number in an existing incoming call routing integration might disrupt your call center settings. If you’re not prepared for this change, we recommend redirecting the old phone number (provided by Opsgenie) to your custom phone number. Contact your Twilio support team to do this.

  5. Follow the steps in the Use a custom phone number section above to complete the integration.

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