Incoming Call Routing add Voice Notification

[Andrew Parker]

Hello, 

We are coming over from PD and I am trying to setup a 1:1 transition.

How our after hours escalation currently works is users leave a voicemail and we have a 30 minute window to respond.

The responders are alerted via their preferred notification options typically a call.

Is there anyway to enable Voice Notifications for Incoming Call Routing Alerts?

[Matt Long]

Hi, I would like the behavior of this reconsidered.  We use IVR and route to a team.  The teams only want a notification when a voicemail is left and would like a voice call from OpsGenie as an option for notification.  

Alternately a way to have an Incoming Call Notification also generate a New Alert after some time would probably also solve the issue.

[Derrick Faulks]

We are also interested in this feature. It would be very beneficial to us to have this implemented.

[Nick Haller]

Hi @Andrew Parker ,

It's not possible to notify users via voice notification for their Incoming Call notification rule. This is by design to avoid confusion if the integration has the option, "Notify when a call comes in, only if it is not answered in 0 minutes" option. Otherwise users could get a voice notification, along with the live call from the integration at the same time.

Having said that, you can configure a responder or team under the Advanced tab of the integration's Phone Alert action here:

When a team is added into the Responders field, alerts created through this action are treated like all others - and flow through what's configured under a team's On-call tab. These alerts would also notify users through their New Alert notification rules - which can notify via voice.

Typically I suggest customers manage a routing rule / escalation for these alerts specifically. Here's an example:

The Incoming Call alerts (Source ~ "Phone Call") would be routed to a "Buffer" escalation - which gives a 5 minute buffer before notifying on-call users. The 5 minutes allows for the dialer to leave a voicemail - which in turn leaves the alert in an open state. If no voicemail is left, the alert auto-closes and no notifications would be sent.

Hope that all makes sense! Let me know if you have any other questions.

[Andrew Parker]

@Nick Haller Can you confirm that a feature request is still in place for this? 

https://community.atlassian.com/t5/Opsgenie-questions/Incoming-Call-Voicemail-notification-how-get-voice-call/qaq-p/1911257

[Nick Haller]

My colleague just opened the public feature request that can be followed here: https://jira.atlassian.com/browse/OPSGENIE-391

Looks like you already found that through another post: https://community.atlassian.com/t5/Opsgenie-questions/Incoming-Call-Voicemail-notification-how-get-voice-call/qaq-p/1911257?utm_source=atlcomm&utm_medium=email&utm_campaign=mentions_reply&utm_content=topic