Live call routing lets you set up a phone number that can be used to get hold of someone on-call.
Request a number
To get started, go to On-call → Call routing, click 'Request number'.
Set a name for the number for your internal use - e.g. "Urgent support" or "Regulatory line". Select the country code, and let us know any other requirements for the number.
Click 'Request' and we'll get to work setting your number up. We'll be in touch within a couple of days about any specific requests.
Configure who to call
Calls to your phone number can be routed to the people currently on-call for a schedule, everyone on a schedule, specific individuals, or a mix of all three.
On each level, we'll try calling each person for 30 seconds. If they don't pick up, we'll try the next person. Once we've tried everyone on level 1, we'll try the next level, until we run out of options.
Creating an incident
Once you've requested your first live call routing number, a new 'Incoming calls' alert source will appear under Alerts → Configuration. You can use this to declare an incident whenever a call comes in. Anyone we route the call to will automatically be invited to the incident channel.
Note: Incoming call alerts will resolve when the call ends. We recommend disabling 'Decline triage incidents if the linked alerts are resolved' for alert routes using this source.
Frequently asked questions
What does my customer see when calling me?
Your customer only sees the phone number we purchase on your behalf. If you have specific requirements for this number (e.g. a specific country or area code, a toll-free number), please let us know when requesting a number.
What will I see when a being connected to a call?
Calls routed to responders will come from your live call routing number. We recommend adding this number to your phone's do-not-disturb bypass settings.
Is there an extra charge for live call routing?
Please see our Pricing page for details on how many numbers are included on each of our plans. Anyone on a call route needs an On-call seat. Please get in touch with your customer success manager if you require more numbers.