Live Call Routing

Live Call Routing (LCR) allows organizations to expand their customer support by directing incoming phone calls and voicemails to on-call responders. A fixed, dedicated number (local or toll-free) will be provided, which will dynamically route calls or voicemails to the on-call responder in PagerDuty.

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Requirements

Please note that this guide will only be relevant after a PagerDuty employee has enabled Live Call Routing on your account.

  • Live Call Routing is available as an add-on to customers on Professional and Business plans, and it is included on Digital Operations plans. Please contact our Sales Team if you would like to upgrade to a plan with this feature.
  • All users with the exception of Limited Users can view, add, edit and delete numbers on the Live Call Routing page once enabled.
  • Some accounts may have opted to require users to log in to view the Live Call Routing page, and to restrict editing the page to Manager, Global Admin and Account Owner base roles. Please contact your Account Manager if you would like to adjust these settings.

Add a Live Call Routing Number

  1. Navigate to Integrations Live Call Routing.
  2. Click New Routing Number.
  3. Select the Country where you'd like the number to be based, and enter the area code (optional), if available.
  4. Click Continue.
  5. Enter a Name for the routing number. You will see your Live Call Routing number automatically generated below this name.
  6. Under What should happen when a call is connected? choose one of the following options:

You may also choose the following optional settings:

  • Skip Numbers that were already dialed on other EP levels.
  • Resolve Incident when call is completed with on-call user.

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Toll-free LCR number regulations in Australia

Due to a recent change in regulations, calls can no longer be sent from toll-free LCR numbers in Australia. Customers using these numbers should not select Show [YOUR-LCR-NUMBER-HERE] on call display option from the step above.

  1. Under How should caller be greeted on the call? choose one of the following options:
  1. Select an associated Service (this is where incidents will trigger) and this service will be automatically assigned Keypad # 1. To add more services, click Add Another Service.
  2. When you are finished adding your services, click Update Routing Number. This will save your Live Call Routing number.

To add additional Live Call Routing lines, or to request a toll free Live Call Routing number, please reach out to our Sales Team.

Edit a Live Call Routing Number

  1. Navigate to Integrations Live Call Routing and click View Settings on the number you would like to edit.
  2. Make the edits necessary and then click Update Routing Number.

Delete a Live Call Routing Number

  1. Navigate to Integrations Live Call Routing and click Delete on the number you would like to delete.
  2. Click Ok on the prompt that appears to delete the number.

Supported Countries

A Live Call Routing phone number’s availability will vary depending on your country and service region. If you would like to set up a Live Call Routing number in a country that is not listed here, please reach out to your Customer Success Manager or PagerDuty Support to confirm current availability.

Note: While the lists below represent countries where we can currently create an inbound Live Call Routing number, responders can receive Live Call Routing-generated calls in any supported country.

Regular Phone Numbers

US Service Region

  • Australia
  • Canada
  • Czech Republic/Czechia
  • Israel
  • Puerto Rico
  • United Kingdom of Great Britain and North Ireland
  • United States of America

EU Service Region

  • Canada
  • Slovenia
  • United Kingdom of Great Britain and Northern Ireland
  • United States of America

Toll-Free Numbers

Subject to availability, you can configure a toll-free Live Call Routing phone number in the following countries. Toll-free numbers are administered separately from regular phone numbers. Please contact our Sales Team if you would like to upgrade to a plan with this feature.

US Service Region

  • Canada
  • United Kingdom of Great Britain and Northern Ireland
  • United States of America

EU Service Region

  • United Kingdom of Great Britain and Northern Ireland
  • United States of America

Connection Type Behavior

You can configure Live Call Routing to either:

or

The following information is meant to help you understand how each option behaves.

Play Greeting and Go to Voicemail

  • This setting triggers an incident after the caller leaves a voicemail.
  • The caller's message is attached to a new triggered incident, which is assigned to the on-call responder on the first level of the escalation policy. If more than one person is on-call, PagerDuty will assign the incident to all responders on the first escalation rule.
  • The incident will then escalate according to the service's escalation policy.

Listen to a Voicemail

To listen to a voicemail appended to an incident, you will need to navigate to either the incidents page or view the incident itself and then click the Show Details link to expand the incident's details. Click the Listen to Recording link and you will be able to listen to the voicemail.

To listen to the voicemail from the mobile app, tap the incident to view the incident details. Then, tap the Listen to Recording link.

Play Greeting and Call the Current On-Call Responder

  • PagerDuty will attempt to connect the caller with the on-call responder on the first level of the escalation policy.
  • You can configure how long each responder has to answer the call before it will escalate to the next responder. The default is 20 seconds.
  • If more than one responder is on-call, PagerDuty will randomly cycle through all responders on an escalation level.
  • If a responder has more than one phone number on their user profile, PagerDuty will call them at the first number listed on their Contact Information tab.
  • PagerDuty creates an acknowledged incident when someone picks up, and resolves the incident when the call ends.
  • If the responder does not answer the call, PagerDuty will attempt to contact on-call responders at each remaining level of the escalation policy until someone answers. Please note that PagerDuty will not attempt to call the first level responders again. Even if the escalation policy is configured to repeat one or more times, it will only go through the escalation policy one time.
  • If still no one answers, the caller will be prompted to leave a message. An incident will trigger, with the incident description containing the inbound caller ID, and it will be assigned to the on-call responder on the first level of the escalation policy.
  • The incident will then escalate as expected according to the service's escalation policy.

Show the Live Call Routing Number on Your Phone's Display

For calls that connect directly with responders, you can select an option to show the Live Call Routing number, instead of the caller's number, when a call is received. This can be helpful to add to a contacts list, for example, so it is clear when a call is related to PagerDuty and Live Call Routing.

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Country Requirement

This feature is currently only available for US- and Canada-based Live Call Routing numbers. The number that appears on the call display of responders' phones is not configurable for Live Call Routing numbers outside of Canada and U.S.A. due to restrictions in these countries. It will usually be shown as the number of the original caller (rather than the Live Call Routing number).

Prevent Live Call Routing from Reading Your Services' Names

If you select Read a greeting message for me (Step 7 of Add a Live Call Routing Number) Live Call Routing will, by default, attempt to read your services' names to the caller so they can be connected to the correct escalation policy. If your services reference internal jargon, this information may not make sense to the caller.

You can configure Live Call Routing to only play the greeting, and not read out services' names. Please note that if you select this option, you'll need to update the greeting with more caller-friendly information.

Note: It is recommended to listen to the text-to-speech greeting to ensure the pronunciation of special phrases or abbreviations are correct and in the desired format. For example, you may need to enter "knock" for NOC or "V I P" for "VIP".

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Live Call Routing and Round Robin Scheduling

If your account uses Round Robin Scheduling, please note that Live Call Routing may attempt to contact all on-call responders on an escalation level in certain situations. This is Live Call Routing's default behavior when there are multiple users or schedules on an escalation level and Live Call Routing is configured to connect directly to the on-call user.

Upload Your Own Audio Message

You may choose to upload your own audio file to be played for the caller, instead of an automated message. Select Upload my own audio file to use as the greeting and upload an MP3 file.

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Tie Multiple Services to a Live Call Routing Number

You can associate up to nine services with a single Live Call Routing number and set up a phone tree-like structure. When dialing in, an automated voice will announce, "Press 1 for Nagios Critical. Press 2 for Datadog Alerts... etc." Depending on the caller's selection, after a brief moment they'll be connected with the appropriate response team. If the caller does not make a selection, the greeting will loop three times and then end the call.

To change the order in which services are announced (most critical first, for instance), you can rearrange the list of services on a routing number's Edit screen.

Troubleshooting

"You have reached a PagerDuty Live Call Routing line that is not set up yet; please call back later"

If you hear this message when calling your Live Call Routing number, here are some things you should check:

  1. Is your Live Call Routing instance associated with at least one service?
  2. Are the service(s) using your Live Call Routing instance disabled or in a maintenance window?
  3. Is anyone on call for this service? Note that no incident can trigger if no one is on call.
  4. Do the on-call responders in the service's escalation policy have a phone contact method listed in the Contact Information section of their user profile? Note that Live Call Routing will not check the SMS field, so on-call responders must have a number listed in the Phone field of their contact information in order for it to work.

FAQ

What happens when none of the users in an escalation policy have a phone number in their contact methods?

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Connect Directly: Caller hears a message, “You have reached a PagerDuty Live Call Routing line that is not set up yet. Please call back later” (no incident triggers).

Leave Message: Caller hears the Message to Caller, a beep, and is prompted to leave a message (an incident triggers).

What happens when the first contacted person does not have a phone number in their contact methods to contact?

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Connect Directly: Caller hears, “Attempting to connect you to an on-call responder”, LCR skips the first level and tries the next level until it finds someone who has entered a phone number.

Leave Message: Caller hears the Message to Caller, a beep, and is prompted to leave a message (an incident triggers and is assigned to the first level responder).

What happens if no one is on-call in the escalation policy?

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Connect Directly: Caller hears, ”You have reached a PagerDuty Live Call Routing line that is not set up yet. Please call back later” (no incident triggers).

Leave Message: Caller hears Message to Caller, a beep, and is expected to leave a message (no incident triggers).

What happens if no one is on-call on the first level of the escalation policy, but there are people on-call at a higher level?

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Connect Directly: Caller hears, “Attempting to connect you to an on-call responder”, and LCR skips the first level and tries the next level until it finds someone who is on-call.

Leave Message: Caller hears Message to Caller, a beep, and is prompted to leave a message. An incident triggers and is assigned to the first level with an on-call user.

What happens if the LCR service is set to low urgency, or has support hours and is set to low urgency during the time of the call?

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Connect Directly: Expected LCR behavior. LCR calls the first level on-call user, and if there is no answer, LCR calls any on-call user at higher levels of the escalation policy. If there is still no answer, caller is prompted to leave a message and an incident triggers.

Leave Message: Expected LCR behavior. Caller is prompted to leave a message and a low urgency incident is assigned to the first level on-call user, and notifications are sent according to the user’s low urgency notification settings.

Will Live Call Routing follow the timing rules I have set between escalation policy levels?

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No. To ensure that your callers are connected to a responder as quickly as possible, if the user on the first escalation level does not answer the call, Live Call Routing will immediately try to contact the on-call responder at the next escalation level, and so on.

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