Phone call alerts
When the escalation policy uses phone calls, Oppex calls the contact number on your profile. You can acknowledge or snooze the incident from your keypad without opening Oppex.
Anyone the incident is assigned to receives the call. No role is needed to use the keypad options.
Answer the call
- Answer the call from Oppex. The automated voice says: "Oppex Alert! An Incident, <incident title>, has been assigned to you. Press 1 to acknowledge. Press 2 to snooze."
- Press 1 to acknowledge the incident. The voice confirms: "Incident acknowledged. Thank you for your response."
- Or press 2 to snooze the incident. The voice asks: "Enter the number of hours to snooze this incident, followed by the pound or hash key."
- If you pressed 2, enter a whole number of hours, and then press #. The voice confirms: "Incident snoozed for 2 hours. Thank you for your response."
After you acknowledge or snooze, Oppex updates the incident at once, and escalation stops or pauses as it does when you act in the web app.
The call snoozes for at least 1 hour and at most your workspace's maximum snooze, which is 24 hours unless an administrator has changed it. A larger number is reduced to the maximum. While entering hours, press * to go back to the first menu. This works once per call.
What else the call does
| Situation | What happens |
|---|---|
| You do not press a key | The voice waits 10 seconds, plays the message once more, and then ends the call. |
| You press a key other than 1 or 2 | The voice says "Input 3 received but no action taken." |
| You enter an invalid number of hours | The voice asks again once. After a second invalid entry it says "No valid duration received. Goodbye." |
| The call is recorded | The voice first says "Please note, this call is being recorded." See Set up how you are paged. |
The call reads out the incident title only, shortened to 150 characters. It does not read the severity or service. You cannot resolve an incident from the phone call.
Oppex records each call in the incident timeline as Call answered or No answer to call. Escalation continues on schedule whatever the call outcome is. If the call reaches your voicemail, the timeline may record it as answered.
Choose the voice
The automated voice speaks with the accent you choose in Phone Dialect: US English, UK English, or Indian English. See Set up how you are paged.