Request a number
To get started, go to Settings → Call routes, click ’ Request number ’. Set a name for the number for your internal use - e.g. “Urgent support” or “Regulatory line”. Select the country code, phone number type and let us know any other requirements for the number, for example an area code. Depending on the type of phone number you’ve requested, you might have to enter additional information so we can provision your number. The form will take you through the required steps. Once you’ve requested a number and your information has been reviewed, we’ll get to work setting your number up. We’ll be in touch within a couple of days about any specific requests.Configure who to call
Calls to your phone number can be routed to the people currently on-call for a schedule, everyone on a schedule, specific individuals, or a mix of all three. On each level, we’ll try calling each person for 30 seconds. If they don’t pick up, we’ll try the next person. Once we’ve tried everyone on level 1, we’ll try the next level, until we run out of options.
Configuring the call experience
You can customise your call route such that:- Only whitelisted numbers are able to call
- A key needs to be pressed for the person to be connected (e.g. “Press 1 to connect”). This includes the ability to write a custom prompt to be said.
- We use a different voice language. If you would like a language that is not listed in the form, please get in touch!
Creating an incident
Once you’ve requested your first live call routing number, a new ‘Incoming calls’ alert source will appear under Alerts → Configuration. You can use this to declare an incident whenever a call comes in. Anyone we route the call to will automatically be invited to the incident channel.