ilert Documentation
WebsiteAPI ReferenceLoginStart for Free
  • Getting Started
    • Core concepts
    • FAQ
      • Renaming of Incidents to Alerts
    • Import from PagerDuty
    • Import from StatusPage.io
  • Alerting
    • Dashboard
    • Alert sources
    • Notification settings
      • Mute notifications
    • Support hours
    • Maintenance windows
    • Heartbeat monitoring
      • Prometheus Heartbeat Example
      • CLI Heartbeat Examples
    • Deployment events
    • 🏛️Understanding event flows
    • ilert sender IDs, domains and IPs
      • SMS and voice alerts in China
  • On-call management & Escalations
    • Escalation policies
    • On-call schedules
      • My on-call shifts
      • Recurring schedules
      • Static schedules
    • Coverage requests
  • ChatOps
    • Overview
    • Integration for Slack
      • Receive and respond to alerts in Slack
      • Create a dedicated Slack channel for an existing alert
      • Create alerts in Slack
      • Look up who is on-call
    • Microsoft Teams Integration
      • Microsoft Teams Chat Integration
        • Microsoft Teams Integration via Incoming Webhook
        • Microsoft Teams Integration via Workflows
      • Microsoft Teams Meeting Integration
      • Create a channel for an existing alert in Microsoft Teams
      • Create alerts in Microsoft Teams
      • Look up who is on-call in Microsoft Teams
  • Incident comms & status pages
    • Getting started
    • Services
    • Incidents
    • Status pages
      • Public vs private status pages
      • Audience-specific status page
    • Metrics
      • Import metrics from Datadog
      • Import metrics from Prometheus
  • 🪄ilert AI
    • Introduction
    • Using ilert AI for efficient incident communication
    • Using ilert AI for post-mortem creation
    • Using ilert AI for schedule generation
    • Using ilert AI for alert grouping
    • Global Search enhanced by ilert AI
      • Bulk resolving similar alerts
  • Call Routing
    • Getting started with call routing
    • Routing calls using call flows
    • Call routing (legacy)
      • Routing calls based on support hours
      • Voicemail only mode
      • Managing call routing alerts
      • Adding webhooks and outbound chat messages
      • Uploading custom audio responses
  • User Administration
    • User roles and permissions
    • Team-based organisation
    • Single sign on
      • Setting up SSO with GSuite
      • Setting up SSO with Microsoft Azure Active Directory
      • Setting up SSO with Okta
      • Setting up SSO with Auth0
      • Auto provisioning users & teams
    • 🔐Two-factor authentication / MFA
  • Reports
    • Overview
    • Alerts
  • Mobile App
    • Getting started with ilert mobile app
    • Mobile app notification settings
    • Critical push notifications and DND overrides
      • iOS critical alerts configuration
      • Android Push Notification DND Configuration
    • On-call widget
  • INTEGRATIONS
    • Types of integrations
    • Inbound integrations
      • 4me Integration
      • Ansible Automation Platform AWX Integration
      • Amazon CloudWatch Integration
      • Amazon SNS Integration
        • Amazon SNS Inbound Integration
        • Amazon SNS Outbound via AWS Lambda
      • Azure Alerts Integration
        • Azure Activity Logs
        • Azure Metric
        • Azure Logs
        • Azure Service Health
        • Azure Sentinel
        • Budget Alert
      • Apica Integration
      • AppDynamics Integration
      • AppSignal Integration
      • AWS Budgets Integration
      • AWS Cloudtrail Integration
      • AWS DevOps Guru Integration
      • AWS GuardDuty Integration
      • AWS Personal Health Dashboard Integration
      • AWS Security Hub Integration
      • Autotask Inbound Integration
      • Auvik Integration
      • Catchpoint Integration
      • Checkly Integration
      • Checkmk Integration
        • Checkmk Integration (v 1.x)
        • Checkmk Integration (v 2.0+ )
      • Cisco Meraki Integration
      • Cisco ThousandEyes Integration
      • Cisco Webex
      • Cloudflare Integration
      • ClusterControl Integration
      • Connectwise Manage Integration
      • Cortex Integration
      • Cortex XSOAR (formerly Demisto) Integration
      • CrowdStrike Integration
      • Dash0 Integration
      • Datadog Integration
      • Dynatrace Integration
      • Elastic Watcher Integration
      • Email Inbound Integration
        • Email Key Extraction and Resolve Examples
        • Automatically resolve Alerts with Emails
      • FreshService Integration
      • Gatus Integration
      • GitHub Integration
        • GitHub Advanced Security Integration
        • GitHub Inbound Check Run (Actions) Integration
        • GitHub Inbound Issue Integration
        • GitHub advanced settings
      • GitLab Integration
      • Google Cloud Monitoring (formerly Stackdriver) Integration
      • Google Security Command Center
      • Grafana Integration Overview
        • Grafana Integration
        • Grafana Integration (v 9.x)
      • Graylog Integration
      • HaloITSM Integration
      • HaloPSA Integration
      • HashiCorp Consul
      • Healthchecks.io Integration
      • HetrixTools Integration
      • Honeybadger Integration
      • Honeycomb Integration
      • Hyperping Integration
      • CrowdStrike Falcon LogScale Integration
      • IBM Cloud Functions Integration
      • Icinga Integration
      • InfluxDB Integration
      • Instana Integration
      • IT-Conductor Integration
      • IXON Cloud Integration
      • Jira Inbound Integration
      • JumpCloud Integration
      • Kafka Integration
      • Kapacitor Integration
      • Kentix AlarmManager
      • Keep Integration
      • Kibana Integration
      • Kubernetes Integration
      • LibreNMS Integration
      • Lightstep Integration
      • Loki integration
      • Mezmo Integration
      • Microsoft SCOM
      • Mimir Integration
      • MongoDB Atlas Integration
      • MXToolBox Integration
      • MQTT Integration
      • Nagios Integration
      • N-central Integration
      • Netdata Integration
      • New Relic Integration
        • New Relic Integration (deprecated)
        • New Relic Workflow Integration
      • Oh Dear Integration
      • PandoraFMS Integration
      • Panther Integration
      • Particle Integration
      • Pingdom Integration
      • PostHog Integration
      • Postman Monitors Integration
      • Prometheus Integration
      • PRTG Network Monitor Integration
      • Prisma Cloud Integration
      • Push Notifications
      • RapidSpike Integration
      • Raygun Integration
      • Rollbar Integration
      • Salesforce Integration
      • Samsara Integration
      • Search Guard Integration
      • Sematext Integration
      • Sensu Integration
      • Sentry Integration
      • Server Density Integration
      • ServerGuard24 Integration
      • ServiceNow Inbound Integration
      • SignalFx Integration
      • Site24x7 Integration
      • SMS Integration
      • SolarWinds Integration
      • Splunk Integration
      • StatusCake Integration
      • StatusHub Integration
      • StatusPage Integration
      • Sumo Logic Integration
      • Sysdig Integration
      • TOPdesk Inbound Integration
      • TeamCity integration
      • Terraform Cloud / Terraform Enterprise
      • Tulip Integration
      • Twilio Alarms Integration
      • Twilio Errors Integration
      • Ubidots Integration
      • Uptime Kuma Integration
      • UptimeRobot Integration
      • VictoriaMetrics Integration
      • Zabbix Integration
        • Zabbix 4.4+ Integration
        • Zabbix 2.2 – 4.3 Integration
      • Zammad Inbound Integration
      • Zapier Inbound Integration
      • Zendesk Inbound Integration
    • Outbound integrations
      • Autotask Outbound Integration
      • DingTalk Integration
      • Discord Integration
      • Email Outbound Integration
      • Jira Outbound Integration
      • GitHub Outbound Issue Integration
      • Mattermost Integration
      • ServiceNow Outbound Integration
      • Telegram Integration
      • TOPdesk Outbound Integration
      • Webhook Integration
      • Zammad Outbound Integration
      • Zapier Outbound Integration
      • Zendesk Outbound Integration
      • Zoom Integration
        • Zoom Chat Integration
        • Zoom Meeting Integration
    • Deployment integrations
      • API deployment pipeline
      • Argo CD deployment pipeline
      • Github deployment pipeline
      • GitLab deployment pipeline
  • API
    • API Reference
    • API Version History
      • API user preference migration 2023
      • Discontinuation of Uptime Monitoring
    • Rate Limiting
    • Client Libraries
      • ilert Agent - ilagent
      • Go Client
      • Rust Client
      • Javascript / Node.js Client
    • Terraform
      • Importing ilert UI resources into Terraform state
    • 👩‍💻ICL - ilert condition language
    • ➿ITL - ilert template language
    • API endpoints / samples
      • Creating alerts through events
      • Importing public status page subscribers
    • 🔥Developing ilert Apps
      • Get started with ilert Apps
      • Understanding OAuth2
      • Developing a Backend App with OAuth2
      • Developing a web or native App with OAuth2 and PKCE
      • Token lifetimes, error codes, app verification, etc.
  • Contact us
  • ilert Release Notes
Powered by GitBook
LogoLogo

Product

  • Alerting & Notification
  • On-call Management & Escalations
  • Call Routing
  • Status Pages

Resources

  • Blog
  • Case Studies
  • Security
  • API Reference

Legal

  • Privacy policy
  • Imprint

Increase Your Uptime

  • Start for Free
  • Get a Demo

(c) 2011 - 2025 ilert GmbH

On this page
  • General settings
  • Routing configuration
  • Voicemail setup
  • Advanced configuration

Was this helpful?

Edit on GitHub
  1. Call Routing

Call routing (legacy)

PreviousRouting calls using call flowsNextRouting calls based on support hours

Last updated 1 month ago

Was this helpful?

Legacy call routing

This documentation covers the legacy version of our call routing feature. It is only available to customers who purchased the call routing add-on before May 2024.

General settings

  • Name: The name of the call routing number will be read out to the on-call responder when ilert tries to connect a caller with an on-call responder, e.g. "This is Emergency Hotline. You have a caller on hold. Press any key or say continue to connect."

  • Language: We will use the language to read your greeting message.

  • Only read this greeting...: ilert dynamically creates the IVR menu based on your routing configuration. Enable this option if you want to customize the IVR and not use the names of the escalation policies. A preview for the entire greeting is generated for you up front.

Routing configuration

When calling your number, your callers will be able to choose a routing target using voice or digit input. A routing target is an escalation policy and by default, ilert will call every user in the target escalation policy (either directly or from a nested on-call schedule) one after another, while waiting for an agent to accept the incoming call.

When picking up the call, the agent may decide to accept or decline the call. If the agent does not pick up the call or declines, ilert will automatically call the next user in the policy.

Escalation timeouts in the escalation policy will be ignored

Please note that escalation timeouts in escalation policies are skipped for policies that are used as routing options - as a call always happens in real time. If an agent declines a call, the next agent in the policy will be called immediately, without waiting for the configured escalation timeout to elapse.

Randomly selecting the user to call

If you would like to randomly distribute incoming calls to a group of people, you can include multiple responders on an escalation rule.

In the above configuration, ilert will first randomly select someone from the first escalation rule (Andreas, Cathy or Roman), if that selected person doesn't accept the call, ilert will proceed with the second escalation rule, which is the user on-call according to the SRE Team Secondary schedule.

Voicemail setup

If no user is left and no voicemail has been configured (see below) the caller will hear a message that no one is currently available and the call will be ended. The alert that has been created for this incoming call will be escalated once again to the targeted escalation policy using regular alert notification and escalation rules.

Yet if a voicemail is present instead, the caller will be redirected to the voicemail. In case she leaves a voicemail, the voicemail will be attached to the alert of the incoming call and escalated once again to the targeted escalation.

Advanced configuration

Hold music: You may optionally for your greeting and hold music.

upload a custom audio file
Routing calls based on support hours
Handling automated incoming voice calls
Managing call routing alerts
Adding webhooks and outbound chat messages
Uploading custom audio responses