![]() Opsgenie sends notifications to the on-call team members when there is a new incoming call in progress. For example, if you put a schedule as the first item in "Forward Call To" then Opsgenie will first dial the on-call team member of that schedule. Opsgenie dials the users in the recipients in the order you add them. If the escalation has repeat enabled, it will repeat the escalation rules until someone picks up or reaches its try limit. Schedules: Opsgenie would determine the on-call team member based on the schedule and forward the call to that user.Įscalations: Opsgenie first tries the users of the escalation's immediate rules, then passes on to the backup rules in order. Teams: Opsgenie will route the call according to the team's escalation, which you can configure from your team's dashboard. This feature is currently available with Chrome and Firefox browsers. After you pick up the call on the alert, Opsgenie will stop the call routing process and connect you to the caller. With this feature, you can to take calls right from your computer without waiting for it to dial you. You can also take incoming calls via your web browser from the Alerts page. Taking incoming calls directly from a web browser After the user presses a number, Opsgenie connects the call and also acknowledges the alert on behalf of the user that answers the call. This is done in order to prevent voice-machines from picking up incoming calls. When a user picks up the call, Opsgenie prompts them with a message to confirm the pickup. ![]() The users that are responsible for the call are notified via email, SMS, or mobile push that there is an incoming call in progress. Meanwhile, Opsgenie creates an alert for this call. If no one is available, the caller will be redirected to leave a voicemail. If Opsgenie cannot get a response from the first on-call team member it reaches, it’ll call the next one on the rotation. While Opsgenie finds and dials the on-call team member, the caller can listen to the music Opsgenie plays as they wait. When you get a call to this number, a welcome message configured by you will be read to the caller before they connect to one of your on-call team members. View Call forwarding with auto-attendant to configure this., You can also configure Opsgenie to prompt the callers to press keys to select which users they want to talk to (for example, Press 1 for tech support, press 2 for sales.). You can forward the call information to team chat rooms using Opsgenie integrations with Slack, HipChat, Campfire, etc., and other systems via Opsgenie webhook or OEC (Opsgenie Edge Connector) integration. You can view basic information about the call, such as if the team member has answered the call or how long the call lasted, through the alert activity log. Just like other alerts, you can create rules and policies to route the alert to the right people based on the caller's phone number. This way, callers who speak other languages can use call routing.įor each call you receive, Opsgenie generates an alert. You can have the incoming call routing read messages in different languages. If your company has operations in various geographies, you can provide seamless support. You can forward incoming calls to anyone in the world. ![]() Watch Incoming Call Routing in Opsgenie video on Youtube How it works? This can be used, for example, as a support call hotline that routes incoming calls to the right on-call team members. Incoming call routing provides a phone number and manages the routing of incoming calls to this phone number based on your on-call preferences. ![]() If you're looking for all the supported countries, you can get the list from our support team. Currently, our provider doesn’t support calls routed to Chinese numbers.
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