Configure Live Call Routing

To set up Live Call Routing, you must contact xMatters Support to have a number assigned to your instance. Once a number is assigned, go to the Admin menu. Under Configuration, select Live Call Routing.

If you have multiple Live Call Routing configurations do one or more of the following to view data in the list:

• To sort the content of a column in alphabetical order, click the column header. (Click the header again to reverse the sort order.)
• To change the width of a column, move the pointer over the edge of the column and when the re-size icon appears, click and drag the column to the desired size.
• To rearrange the columns, click and drag a column header to a new location on the table.
• If the list contains more entries or columns than can be displayed on your screen, scroll horizontally or vertically. The system automatically loads more data as you scroll down the page.

The Live Call Routing list includes the following columns:

You can edit all fields on a Live Call Routing configuration except for the phone number, which is assigned to you by xMatters Support.

To edit a Live Call Routing configuration:

1. On the Live Call Routing page, click the name of an existing configuration. The Edit panel opens on the right-hand side of the screen.
2. You can modify the following fields: 
   • Status: Set whether the configuration is active or inactive. For more information, see Set Live Call Routing configuration status.
   • Name: Update the name of the Live Call Routing configuration, if required.
   • Description: Add a description for the group. If you have multiple similarly-named configurations, a detailed description makes it easier to find a specific configuration in the list. Descriptions are not displayed to users.
   • Assigned Groups: A list of on-call groups whose members are available to take calls. For more information, see Assign groups to a Live Call Routing configuration.
3. Click Save.

Once you have a Live Call Routing configuration created, you can add up to eight on-call groups, each assigned to a keypad number. Before you assign a group to a keypad number, ensure group members have valid devices in their accounts so they can accept incoming calls, and that the group schedule does not have any coverage gaps. For more information, see Manage on-call schedules.

To assign groups to a Live Call Routing configuration:

1. Click the name of an existing Live Call Routing configuration.
2. In the Assigned Groups section, click Add Group.

   

3. Type the name of an existing on-call group in your system. To see all available groups, press the space bar twice. The group is assigned to keypad number 1.
4. Click Add Group to add up to eight on-call groups to the configuration. As you add groups, they're assigned to the next available keypad number.
   • You can leave keypad numbers unassigned. When users call in, the unassigned number is skipped as an option. Simply click Add Group again to leave a number blank.

     

5. When you've finished assigning groups, click Save.

After adding groups, might want to change their order in the Assigned Groups list. Use the grab bar, located to the left of each on-call group name, to drag and drop the group to a new position in the list. The keypad numbers automatically adjust to the new order. When you're satisfied with the group order, click Save.

By default, newly created Live Call Routing configurations are set to Inactive. This lets you build the configuration and change group parameters without affecting incoming calls. You can decide when to start or stop using a Live Call Routing configuration by changing its status.

• Active: When the Live Call Routing configuration status is Active, members of the assigned groups can begin receiving calls.
• Inactive: When the Live Call Routing configuration status is Inactive, members of the assigned groups will not receive calls. Users who dial the number are told the number is inactive and the call is ended.

When activating or deactivating a Live Call Routing configuration, you are prompted to confirm your choice before the status change is applied.

Billing charges may apply when using Live Call Routing in xMatters. Refer to your license agreement or contact xMatters for more information about Live Call Routing charges.