This functionality connects callers with the right responder immediately, using VictorOps on-call schedules and escalation policies to make sure that the caller gets to the right people every time.
If the primary responder does not respond, the call will follow the escalation steps until someone is available. When the call is answered, an ACKNOWLEDGED incident will be posted to the timeline with important information about the call. If a call is not answered, a CRITICAL incident will be posted to the VictorOps timeline for the team responsible.
If you’re already a customer, this Live Call Routing article in the VictorOps Knowledge Base will show you how to install and use the feature. If you are interested in checking out this feature (and VictorOps), sign up for a free trial.
The coolest thing about Live Call Routing is that we built the feature using Twilio Functions, Twilio’s new, serverless environment for building and running communications applications via the Twilio Platform. This service saved our team significant development time, and made it really easy for us to pass the pay-as-you-go cost savings and a ton of feature flexibility on to users.
Here are a few different ways that you could configure the feature:
Option 1: Simple Routing
In this case, an inbound phone call is routed to the right responder using the VictorOps on-call scheduling and escalation policies that you set up for this function.
Option 2: Phone Tree
In this case, you can set up a phone tree to route calls to the appropriate response team.
Option 3: Voicemail or Live Call
In this case, you can send calls to live callers or to voicemail, in which the voicemail will be transcribed to the timeline.
Big thanks to our friends at Twilio for partnering with us on this sweet new feature.