Call does not reach the mobile

[Javier Alfredo De la cruz Aldana]

We have a user who has optimal call reception settings on their mobile phone, but the call doesn't arrive when an alert is generated. It looks fine in the logs, but it doesn't arrive on the phone.

Johnny Miguel Guette Polo

Examples Alerts:

https://opsg.in/a/i/nasdaq-meli/2f516adc-33a6-457e-bfcc-ff9e5ae6e740-1743020095855
https://opsg.in/a/i/nasdaq-meli/f75416b4-2a17-48d9-8de9-2a5257305613-1743454072438
https://opsg.in/a/i/nasdaq-meli/3ae3f344-7576-406d-a7cb-ee3de2414ba9-1743172334935

[Jehan Bhathena]

Hi @Javier Alfredo De la cruz Aldana ,

You may want to check the user's app settings if it allows OpsGenie notifications while the app runs in the background.

NOTE: I'd recommend deleting your user's name and the links from the thread. This is an open community forum, you can share those details over a ticket to the support team later if none of the suggestions from here work.