Incoming Call Routing add Voice Notification
Asked by Andrew Parker:

Hello,

We are coming over from PD and I am trying to setup a 1:1 transition.

How our after hours escalation currently works is users leave a voicemail and we have a 30 minute window to respond.

The responders are alerted via their preferred notification options typically a call.

Is there anyway to enable Voice Notifications for Incoming Call Routing Alerts?


Answers:
author: Derrick Faulks
body: We are also interested in this feature. It would be very beneficial to us to have this implemented.


author: Nick H
body: Hi [@Andrew Parker](/t5/user/viewprofilepage/user-id/4873317) ,

It's not possible to notify users via voice notification for their Incoming Call notification rule. This is by design to avoid confusion if the integration has the option, "*Notify when a call comes in, only if it is not answered in 0 minutes*" option. Otherwise users could get a voice notification, along with the live call from the integration at the same time.

Having said that, you can configure a responder or team under the Advanced tab of the integration's Phone Alert action here:

![icr1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/192574iE4CBEE7B237C88C4/image-size/large?v=v2&px=999 "icr1.jpg")![icr2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/192573i3573ECB27F4E3CA4/image-size/large?v=v2&px=999 "icr2.jpg")

When a team is added into the Responders field, alerts created through this action are treated like all others - and flow through what's configured under a team's On-call tab. These alerts would also notify users through their New Alert notification rules - which can notify via voice.

Typically I suggest customers manage a routing rule / escalation for these alerts specifically. Here's an example:

![icr3.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/192576iD781181632C21D93/image-size/large?v=v2&px=999 "icr3.jpg")

The Incoming Call alerts (Source \~ "Phone Call") would be routed to a "Buffer" escalation - which gives a 5 minute buffer before notifying on-call users. The 5 minutes allows for the dialer to leave a voicemail - which in turn leaves the alert in an open state. If no voicemail is left, the alert auto-closes and no notifications would be sent.

Hope that all makes sense! Let me know if you have any other questions.

comments: author: Andrew Parker
body: [@Nick H](/t5/user/viewprofilepage/user-id/2540930) Can you confirm that a feature request is still in place for this?

<https://community.atlassian.com/t5/Opsgenie-questions/Incoming-Call-Voicemail-notification-how-get-voice-call/qaq-p/1911257>


author: Nick H
body: My colleague just opened the public feature request that can be followed here: <https://jira.atlassian.com/browse/OPSGENIE-391>

Looks like you already found that through another post: [https://community.atlassian.com/t5/Opsgenie-questions/Incoming-Call-Voicemail-notification-how-get-voice-call/qaq-p/1911257?utm_source=atlcomm\&utm_medium=email\&utm_campaign=mentions_reply\&utm_content=topic](https://community.atlassian.com/t5/Opsgenie-questions/Incoming-Call-Voicemail-notification-how-get-voice-call/qaq-p/1911257?utm_source=atlcomm&utm_medium=email&utm_campaign=mentions_reply&utm_content=topic)