Opsgenie and service desk helpline

[Scott McDonald]

Hello,

Does Opsgenie provide an efficient way to route calls from the service desk to the appropriate on-call team member? Think of it as a reactive on-call voice routing scenario.

Typically what happens is someone in the field is going to be calling into, the helpline or field support and say I have this problem. And then, the person at the help desk is calling a phone number for, the team, we have an on call number for network, for dba for systems, whatever, the teams are that they're calling that number to try to get a hold of someone. And in some cases, what we have is that we, we've already set up the auto attendant and teams to manually to go to whoever's on call. But we have to do that manually every week.

And when we first looked at ops genie years ago, they had a feature that they handled voice numbers that you'd have one voice number. You could set up. You might have a phone menu like one for network two for dba whatever. And then that would route to the team. And then whoever's on call would route to that team member's, phone number. And that's where I'm questioning how we do this in this situation because it does it. 

[Shashwat Khare · Accepted solution]

Hi @Scott McDonald ,

This is Shashwat, from Opsgenie and here to help! :) 

Yes, this can be achieved via the incoming call routing functionality in Opsgenie.

With the incoming call routing setup, you can choose to forward the incoming calls to one of the Teams/escalations/schedules/Users as required.

Best,

Shashwat

[Scott McDonald]

Hi @Shashwat Khare 

For the Twilio part, this seems like a gap Opsgenie may want to address sooner rather than later.  For potentially new clients that have existing on-call numbers, having the ability to carry those numbers over to a new solution would seem important.  From vendor procurement of Twilio, to updating staff/documentation/etc., on new phone numbers seems like an effort that shouldn't be necessary when they're already purchasing an on-call platform.

[Raphael Lopes]

Hello @Scott McDonald 

Can you try here.

https://yourSite.net/jira/settings/personal/alert-notifications