Setting up inbound call routing with Twilio

[Richard Landman]

Hi, I have an issue with setting it up. The inbound part is working and the calls are coming in and the alerts are being created. But the call is not forwarded to the agent. We have setup voice notifications with a verified number and added our country code to the GEO list of approved destinations.

Alert log: The dial operation at 31-60000000:Agent Name was failed; no one left to call.

What am I missing?

[Trisha Griffis]

You’re most of the way there if alerts are being created, your inbound integration is working. However, the error:

“The dial operation at 31-60000000:Agent Name was failed; no one left to call.”

…usually indicates that all escalation steps have failed, often due to one of the following:

Common Causes to Check:

1. Agent Contact Details
   1. Ensure the agent has a valid, verified phone number added to their Opsgenie/JSM profile.
   2. It must include the correct country code and be listed under Contact Methods.
2. Voice Notification Rules
   1. Go to the agent’s Notification Rules in Opsgenie and verify that voice notifications are enabled for the type of alert you’re sending.
   2. Double-check time restrictions or scheduling conflicts (e.g., only during business hours).
3.  On-Call Schedule
   1. Is the agent actually on-call during the alert time?
   2. Check the escalation policies to make sure the alert is reaching an active, on-call user.
4. Geo Permissions
   1. You mentioned the GEO list is configured—make sure the destination country matches the agent’s number format exactly (sometimes “+” prefix or spacing causes mismatches).
   2. Also ensure your Twilio project has enough credits or spending cap to allow outbound calls.
5. Escalation Policy Review
   1. Confirm that your escalation policy includes calling as a step and isn’t just set to email or push notifications.

Try triggering a manual test alert and:
• Confirm the agent receives a voice notification.
• Confirm the number is correct and reachable.

If all else fails:

• You can turn on debug logging in Opsgenie > Settings > Logs > Alert Logs to get more granular info. Also consider contacting Atlassian support with your alert ID and configuration screenshots.

Let me know if you want help reviewing your config happy to assist!

Jer-nee Consulting
Atlassian Solution Partner