Live call routing

Sometimes, being on call doesn’t mean responding to alerts from a monitoring tool. Instead, it can mean picking up the phone when a high-value customer is experiencing an issue.

With live call routing, you can now configure a phone number to connect the caller directly with an on-call responder.

Live call routing is a useful tool both for high-value customers, as well as internally, such as getting on the phone with an SRE for urgent help.

Finding the right person

When someone calls, you want to be sure someone picks that call up. Just like with our escalation paths, we support round-robin across an entire schedule and multiple levels for call routes. If one person declines the call or doesn’t pick up in time, we’ll move on to the next one until the end of your path.

See exactly what happened

All incoming calls become escalations in our system. That means you have the same level of visibility into what happened like with normal escalations. You’ll be able to see who we called when, and whether they picked up or not.

Trigger incidents for calls

Incoming calls also create alerts, which you can connect to an alert route. This allows you to automatically create an incident when a call is received, which can be a useful place to coordinate, or for the on-caller to take notes from the call.

Alerts are automatically resolved when the call ends.

We also store all of your numbers in the catalog, which allows you to reference them in your alert route. For example, you can automatically set the affected team based on which phone number was called (or even based on who called if you have the callers in your catalog).