On-Call
Live Call Routing
Learn how to set up live call routing!
Overview
Live Call Routing offers two options for handling urgent incidents: calls can either be routed instantly to the on-call team member for immediate response, or directed to a voicemail where the message is logged and the team is alerted. This flexibility ensures that critical issues are managed effectively, whether they require immediate attention or can be addressed shortly after.Configuring Live Call Routing
To create a new routing number in the web app:- Navigate to On-Call tab —> Live Call Routing Tab and click + New Routing Number.
- Choose between Route to Voicemail or Connect Live
Route to Voicemail
Selecting route to voicemail will route calls directly to voicemail for message logging and reviewingNumber
- Give your new routing number a Name (required)
- Select a Country (required)
- Select a Number Type (required)
- Once saved you will see Your Number appear
Routing Rules
- Define Who do you want to page? (required)
- Sent an Alert Urgency (required)
You can use a single phone number to route callers to many different destinations: this is a great option if you only want your callers to use a single phone number to page any of your teams and services.
When you add more than one Paging target to your Live Call Routing number, Rootly will create an IVR calling tree automatically. This allows your callers to input their preferred paging destination with their dial pad.
Each paging target can be routed to based on the corresponding number in the left hand column: for example, Security will be paged when your caller selects 1, and DB - Production Database will be paged when your caller selects 2.
Make sure to add instructions to let your caller know which number to select to route to their preferred destination. Rootly reserves * if the caller wants to listen to the options again.
Greetings
Add a greeting message for how would you like to greet your caller. This will be the initial message Rootly will read to your callers.
Connect Live
Selecting Connect Live will connect the caller live to an on-call team member for immediate response.Number
- Give your new routing number a Name (required)
- Select a Country (required)
- Select a Number Type (required)
- Once saved you will see Your Number appear
Routing Rules
- Define Who do you want to page? (required)
- Sent an Alert Urgency (required)
You can use a single phone number to route callers to many different destinations: this is a great option if you only want your callers to use a single phone number to page any of your teams and services.
When you add more than one Paging target to your Live Call Routing number, Rootly will create an IVR calling tree automatically. This allows your callers to input their preferred paging destination with their dial pad.
Each paging target can be routed to based on the corresponding number in the left hand column: for example, Security will be paged when your caller selects 1, and DB - Production Database will be paged when your caller selects 2.
Make sure to add instructions to let your caller know which number to select to route to their preferred destination. Rootly reserves * if the caller wants to listen to the options again.
Under Advanced Settings in your Routing Rules tab:
- You can choose to Redirect the caller to voicemail if there has been no answer after X amount of time
- Toggle on Allow the caller to go directly to voicemail to add an additional prompt after the greeting to allow the user to choose to go to voicemail or be connected live.
- Choose how quickly you want to Escalte to the next Escalation Policy after X amount of time
- This will override the length of time between levels on your escalation policy since most users want a faster escalation since it is a live environment.
- Choose to Auto-resolve the alert when the call ends
Greetings
- Add a greeting message for How would you like to greet your caller?
- Set Waiting music
- Add a Voicemail prompt
- This will be the message that is played when the caller is sent to voicemail
- Click Create Routing Number
