☎️ Live Call Routing

In an ideal world, all incidents would be detected automatically through monitoring and dashboards that keep tabs on all functionality within your systems. But the truth is, incidents can bubble up in unexpected places — for example, through customers reporting something isn’t working as it should. When incidents start in atypical ways, it can take time for the problem to reach the right responders, meaning slow MTTA (Mean Time to Assemble) and more frustration for impacted users. ‍

‍Live Call Routing makes it easy for incidents to get to the right responders quickly by creating an easy and consistent method for anyone to report incidents by dialling a designated phone number. When a voicemail is received, the primary on-call responder for the team, service, or escalation policy associated with the Routing Number will be paged.

Think of live call routing as your incident hotline. Using the phone number provided, your internal employees or end users can report incidents without needing access to individual contact information, on-call schedules, or any other element of your Rootly setup. 

When you set up a new Routing Number, you can specify:

• The number’s country code
• Whether you want it to be a local number or a toll-free number
• The greeting callers will hear when they connect
• Which team, service, or escalation policy will receive the message via page from Rootly On-Call
• The alert urgency for messages received at the number
• Whether you want the caller to be routed to voicemail or to a live on-call responder

Rootly On-Call users can set up Live Call Routing today. In this video demo, Ashley walks you through setting up Live Call Routing with an example use case!

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