Reach the right on-call responder immediately by calling a phone number
You can find your call routing numbers in your account in the call routing services section.
How to get a call routing number?
Each call routing number has a unique phone number that will be set up for you by our support. You may have multiple call routing numbers from different countries and cities. Please contact our support at [email protected] and we will provision a phone number that fits best to your local needs.
Once we have added a phone number to your account, you can configure its IVR menu, routing options, voicemail settings and more.
The general settings area allows you to configure a name as well as the language and greeting of your call routing number. The name will be read out to your on-call staff whenever they receive a call.
The greeting that a caller of your number hears when they are calling is by default a combination of your provided greeting and the automatically generated IVR menu, that consists of the different routing options which you have chosen. A preview for the entire greeting is generated for you up front.
You may choose the option Only read this greeting.. to fully customise the greeting to your liking and disable the automated addition of the IVR menu. This is useful if you don't want to include the names of your escalation policies in the IVR menu.
When calling your number, your callers will be able to choose a route using voice or digit input to choose the routing target where they want to be routed to. Per default iLert will take every user in the target escalation policy (either directly or from a nested on-call schedule) and call them 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.
Please note that escalation times 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.
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.