Live Call Routing

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Live Call Routing allows you to expand your customer support by directing phone calls and messages to on-call responders. This feature is currently available on Enterprise plans, and is not turned on by default. If you'd like to enable this feature, please reach out to our sales team. Please note that this guide will only be relevant after a PagerDuty employee has enabled Live Call Routing on your account. 

Adding a Live Call Routing number

  1. Go to Add-ons > Live Call Routing.
  2. Click Add Number.
  3. Select the country where you'd like the number to based (and the area code, optionally).
  4. Click Create inbound number.
  5. Enter a short message that the caller will hear, for instance: "You've reached the Acme Corp. responder hotline."
  6. Choose a Connection Type: Leave a message or connect directly (we recommend leave a message).
  7. Select an associated service.
  8. Lastly, click Update Router.

You can configure up to 3 Live Call Routing numbers. To request a toll free Live Call Routing number, please reach out to our Sales team.

Tying multiple services to a Live Call Routing number

You can associate up to 9 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, they'll be connected with the appropriate response team and an incident will trigger on that service.

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

Choosing a Connection Type

You can configure Live Call Routing to either leave a message or connect directly with the on-call responder. The following information is meant to help you understand how each option behaves.

Leaving a message:

  • An incident triggers after the caller leaves a message, and the incident 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 escalate according to the service's escalation policy.

Connecting directly:

  • PagerDuty will attempt to connect the caller with the on-call responder on the first level of the escalation policy (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, Live Call Routing tries them at the first number listed on their Contact Information tab.
  • PagerDuty does not trigger an incident if the caller gets ahold of a responder via Live Call Routing, so responders can manually trigger an incident and assign it to themselves, for instance, to document the incident. If they assign an incident to themselves, no notifications will be sent and the incident will be in an "Acknowledged" state.
  • 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 Live Call Routing will not attempt to call the first level responders again, even if the escalation policy is configured to repeat one or more times.
  • If no one answers, the user will be prompted to leave a message, an incident will trigger 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.
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