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Twilio Live Call Routing Integration Guide – VictorOps

About Twilio Live Call Routing and VictorOps

The VictorOps and Twilio integration creates a live call routing and alerting system – drastically improving MTTA/MTTR for DevOps and IT operations teams.

For instance, when an alert is initiated, a phone call will go out to the on-call person or team. If the responder answers the phone, a conference call is automatically initiated and the incident is marked as “Acknowledged” in VictorOps – annotated with conference call details. Once the call is complete, a “Recovery” alert is sent to VictorOps with additional information about the call, and the incident is marked as “Resolved.” And, if the alert is routed automatically through your escalation policies and nobody answers the phone, the caller can leave a voicemail which will be transcribed and sent into the VictorOps timeline as a critical incident.

Live call routing with VictorOps and Twilio creates an integrated system for on-call alerting and collaborative incident response via phone. On-call responders and cross-functional teams can leverage the VictorOps and Twilio integration to collaborate around alerts in real-time and rapidly remediate critical incidents.

Live call routing and integrated on-call alerting leads to rapid incident resolution

  • Create a single phone number for live call routing in VictorOps – connecting multiple teams and/or escalation policies to incidents as they’re reported
  • Integrate on-call schedules with alert routing, escalations and call routing in order to automate much of the incident response workflow
  • Track historical incident details such as call information, alert data and chat history in a centralized timeline for better post-incident reviews
  • Collaborate in real-time across multiple channels and teams with the VictorOps and Twilio integration
Requirements

Twilio Account

VictorOps Version Required: Getting Started, Essentials, or Full-Stack

What you need to know:  At this time, trial Twilio accounts require all phone numbers the integration may end up calling (i.e. VictorOps user’s phone numbers) to be verified by following this process. If you would like to see how this integration works successfully before verifying numbers or purchasing a Twilio phone number, please email VictorOps Support.

Twilio Integration Overview

This integration allows you to use one phone number to call your on-call team(s) and be connected directly to the on-call user for that team. If the on call user does not respond the call will escalate through the escalation policy until someone answers (up to 3 called users). When someone answers, an acknowledgement alert is sent to VictorOps, and an incident is opened. This alert contains information about who is calling and who was notified. Once the call is complete, a Recovery alert is sent into VictorOps with additional information about the length of the call, and the incident is resolved.

In the event that the call goes through all the escalation steps and still no one answers, the caller will be prompted to leave a voicemail. That voicemail will be transcribed and sent into the timeline as a critical message routed to the team that was responsible for the call.

There is also the option to add a phone tree in front of this process if you want to use a single number for multiple teams at your company or escalation policies in VictorOps, and additionally the option to configure separate numbers to call separate teams and escalation policies. The following guide will walk you through the process to get up and running with VictorOps and Twilio.


Enable Twilio in VictorOps

There are a few VictorOps items that you will need to complete the Live Call Routing Integration setup. We will make note of those items below.


Twilio Service API Key

To locate the Twilio Service API Key, navigate to the Integrations page within the VictorOps Web UI, and search for Twilio Live Call Routing or scroll down until you find the icon (integrations are listed in alphabetical order).

 

Click into and enable the integration if you have not previously done so, then copy the Service API Key, and paste it into your desired note of choice.


VictorOps API ID and API Key

You will also need your VictorOps API ID and API Key to complete this configuration. The Twilio script will leverage some of our documented API calls to pull contact information for the on-call users you are trying to contact.

To locate your API ID and Key, navigate back to the Integrations page, then click on the API tab. Enable the API if you have not previously done so, then copy the API ID and one of your API Keys (if you have multiple created), and paste it into a note of your choice for future use.

 


VictorOps Team Name and Escalation Policy Name

This is the VictorOps team name and associated escalation policy you want to notify. To get this, go to your VictorOps portal and select Teams. Copy the team name you want to use for this integration — in the example below we use the DevOps team.

To acquire the escalation policy name, we’ll go one step further.  Click into your desired team, and go to the Escalation Policies tab, and copy the name of the escalation policy you’d like to use — in the example below we use the Standard escalation policy from within the DevOps team.

Please note, you can notify multiple teams and escalation policies using the Live Call Routing Integration. If you would like to add more than one team/escalation policy to the configuration, repeat this step for all of the teams and escalation policies that you would like notified.

Escalation Policy notes:

If multiple people are on-duty for a given escalation policy step, only one on-duty user will be called for that step, chosen at random.  The integration will then call somebody from the next specified escalation policy step.

This integration can call a maximum of 3 users, so unless one of the escalation policy steps does not have anybody on-duty, only the first 3 steps of the escalation policy specified will be utilized.

The integration will ignore any time delay configured between each escalation policy step.  For example, if Step 1 was set to occur immediately, and then Step 2 after 15 minutes, the caller will not have to wait 15 minutes for the Step 2 user to be called – the system simply look for the separation of steps and call users in that order.

If one of the steps in your escalation policy is to “Execute Policy”, the policy called out will not be executed. Only policy steps that call out rotations or users will be executed.


Routing Keys

To route the incidents created by the Twilio integration to the correct teams in VictorOps, specific routing keys will need to be created. After choosing the team and escalation policy you want to use for the integration, copy the URL-friendly team slug out of VictorOps. Below is the team slug for the DevOps team. Note: For teams created after 2017 the team slug will be formatted similar to: team-35Rgt19gE35g3.

 

Next go to Settings >> Routing Keys and create a new routing key with the URL-friendly team slug associated to that team.  You’ll paste the slug you’d copied into the Routing Key field and choose the Team and Escalation Policy it associates with in the Escalation Policies field.

This will assure that all incidents are sent to the correct escalation policy.

Note: If you are utilizing either the Multi-Team Phone Tree or Multiple Phone Numbers to Route to Different Teams setup, you’ll need to repeat this step for all teams specified through the integration, thus creating multiple routing keys.


Integrate VictorOps in Twilio

The remaining configuration will take place in Twilio. This Integration requires that you have a Twilio account and Twilio phone number. Please note, at this time trial Twilio accounts require all phone numbers the integration may end up calling (i.e. VictorOps user’s phone numbers) to be verified by following this process. If you would like to see how this integration works successfully before verifying numbers or purchasing a Twilio phone number, please email VictorOps Support (victorops-support@splunk.com).

Once you have created an account in Twilio you will want to pin two items to the menu bar on the left. From your main Twilio console, click on the 3 dot icon on the left hand side.

Then you will want to locate Super Network, and click on the pin icon located to the right of# Phone Numbers. Next, you will want to locate Developer Tools and click on the pin icon to the right of Functions. You will need to use these options throughout the configuration.


Acquiring a Twilio Phone Number

From the main console dashboard, click on the # sign, corresponding to Phone numbers. From the # Phone Numbers Menu select Buy a Number, if you haven’t done so already, set the Capabilities to Voice, and click Search.

Once you find the number that bests suits your needs, click Buy for the number. The fee should be $1.00 monthly.


Twilio Functions

This integration makes use of Twilio’s Functions feature.

Configuration

To navigate to the Functions feature from the Twilio console select Runtime from the left menu bar. Next select Functions and click the Create Service button.

Name the service “VictorOps-Live-Call-Routing” and click Next.

On the next screen, click the blue “Add +” button and select Add Function.

You’ll be directed to name the path for the function, which you should set as “/victorops-live-call-routing”.  Click elsewhere in the screen and some default code for the function will show on the righthand side of your screen.


The Code

Highlight the default code that Twilio provides (often begins with “// This is your new function”) and delete it.  Next, locate the code you’ll want to copy and paste in there at the following link:

https://github.com/victorops/twilio-live-call-routing/blob/master/victorops-twilio.js

Paste this code into your function and click Save.

Configure Environment Variables

Once you save your Function you will need to configure a few variables.  Under Settings towards the bottom of your screen, click on the Environment Variables option.

First, make sure Add my Twilio Credentials (ACCOUNT_SID) and (AUTH_TOKEN) to ENV is checked.

Next, add in all the environment variables shown in the screenshot below.  The order of them doesn’t matter but each one needs to be entered as specified below. You’ll enter in your API credentials and Twilio service API key that we located (in VictorOps) earlier.  For TEAM_1, use the team name copied from your VictorOps account.  For ESC_POL_1, use the name of the target escalation policy. For NUMBER_OF_MENUS, input 0 unless you want a multi-team phone tree (see below).

Note that the TEAM_1 and ESC_POL_1 values are case sensitive, and have to match the VictorOps spelling/capitalization exactly.

The “Key” column’s inputs are listed below for convenient copying/pasting:

TEAM_1
ESC_POL_1
NUMBER_OF_MENUS
VICTOROPS_API_ID
VICTOROPS_API_KEY
VICTOROPS_TWILIO_SERVICE_API_KEY

Configure Dependencies

Just below where you selected Environment Variables (under Settings towards the bottom of the screen), select Dependencies.

Similar to the inputs for Environment Variables, you’ll enter Modules and Versions to match the below screenshot (again, order doesn’t matter).

Again, for copy/paste convenience:

xmldom0.1.27
lodash4.17.10
fs0.0.1-security
twilio3.6.3
got9.6.0
util0.11.0

IMPORTANT: after completing these steps, click the blue Deploy All button near the bottom lefthand corner of the screen.  This publishes your Function, Environment Variables, and Dependencies and is necessary for the integration to operate.  You’ll see a green check mark next to the function and a “Deployed to environment:” message at the bottom of the logs when successfully deployed (generally takes 5-15 seconds).


Add Function to a Phone Number

The last step in Twilio is to add the function to the phone number you plan on using for this integration. From the left side Twilio menu, select Phone Numbers and then select the specific phone number you plan to use.

Under the Voice and Fax section set the A CALL COMES IN to Function.  Select VictorOps-Live-Call-Routing as the Service, ui as the Environment, /victorops-live-call-routing as the Function Path.


Multi Team Phone Tree

To add a phone tree (press 1 for Operations, press 2 for Support…) additional environmental variables are required. For every additional team you want in the phone tree, enter “TEAM_2, TEAM_3, and so on…” into the Key box. Then, enter the corresponding Escalation Policy with a Key of ESC_POL_2, ESC_POL_3, and so on, specifying the Escalation Policy’s name in the Value box. You will also need to set a variable called NUMBER_OF_MENUS and set it to 1 or 2. Setting this to 1 will result in the operator reading “Press 1 for <Team 1>, Press 2 for <Team 2>.  Setting this to 2 will result in an initial option of “Please press 1 to reach an On-Call representative or press 2 to leave a message”, before reading out the available team names.

Note: the order that your teams are read out from the phone tree will start with your highest numbered team and then read out in a descending manner to your TEAM_1.  For example, if you have 3 teams, TEAM_3 will be announced first, then TEAM_2, then TEAM_1.

The end result should look like so:

Each team added to this function should correspond to a unique Routing Key that was created during the “In VictorOps” step.


Multiple Phone Numbers to Route to Different Teams

If instead of the phone tree, you’d like designated phone numbers to route to different VictorOps teams, a few additional steps are necessary on top of the standard setup.  You’ll need to purchase additional Twilio numbers, create new a new Service and Function (with matching Environmental Variables and Dependencies), and assign the Service and Function to your new phone number.

To purchase additional Twilio numbers, follow the process specified in the above Acquiring a Twilio Phone Number section.

Next, you’ll need to create a new Service and Function.  Repeat the steps specified above from Twilio Functions through Add Function to a Phone Number, this time specifying the Team and Escalation Policy you want this number to call.  Note: you’ll need to name your new service something slightly different than you named the first one.  This name is visual only and doesn’t affect functionality, so we recommend naming it after the team it’s designed to reach.

Routing Keys

The last part of the configuration will take place in VictorOps.  For detailed instructions, see the above Routing Keys section.


Call or Voicemail Menu

If you would like to set an additional menu item that asks if the user would like to leave a voicemail or be connected directly to the on-call representative, set the NUMBER_OF_MENUS, created in the Multi Phone Tree step above, to 2.

Note: this is not compatible with the No Voicemail or No Call configurations.


No Voicemail Option

Under the scenario where nobody answers the live call, the default behavior is to prompt the caller to leave a voicemail, transcribe this voicemail, and then page the Escalation Policy that missed the call with the transcribed message.  If instead of this functionality, you would like to prevent the caller from leaving a voicemail at all and simply page the Escalation Policy that missed the call, letting them know the person’s number who attempted to reach them, follow the below guide.

For those who have setup the integration prior to April 28th, 2020, follow the below section.  Those who set the integration since that date will have the proper code in place already and can skip ahead.

Customers who set the integration up prior to April 28th, 2020: First, navigate here and copy the code block.  This is the new code that contains the no-voicemail functionality and it’ll be used to replace the existing code in your VictorOps Twilio function.

Twilio underwent a UI change in August, 2020 and thus the location of your existing code will be in one of two places.  Most likely, it will be under Functions >> Functions (Classic) >> List >> VictorOps, but it may be located under Functions >> Services >> Manage Services >> VictorOps-Live-Call-Routing >> Functions.

Regardless of location, once you’ve located the existing code in your function, delete it and replace it with the code you’d previously copied.

If working out of the new Twilio Services UI (not “Functions Classic”) you’ll have to click on the blue “Deploy All” button at the bottom of the screen to publish the new code and make it functional.  If working out of the Functions Classic UI, you’ll hit the red Save button.

Please note – if you’ve made any edits to the default voice readout (i.e. “Welcome to VictorOps Live Call Routing, we are connecting you to a representative…”) these will have to be reconfigured in the new code.  Feel free to reach out to victorops-support@splunk.com for any specific assistance.

All Customers: navigate to the Environment Variables section in the Twilio Function.  Again, the specific location of this may vary based on which Twilio UI you initially set up the integration under.  Most likely, it will it will be under Functions >> Functions (Classic) >> Configure, but it may be located under Functions >> Overview >> Manage Services >> VictorOps Live Call Routing >> Environment Variables.

Add an environment variable with a Key of “NO_VOICEMAIL” and a Value of “TRUE”

When done hit the add button, and then the blue Deploy All button (or alternately, the red Save button if working out of the classic UI).  It may take a few seconds but you should see a confirmation message pop up on your screen letting you know everything’s been saved/deployed.


No Call Option

If instead of actually connecting live on the phone with an on-call representative, you would immediately like to prompt the caller to leave a voicemail for the designated team of your choice, follow the below guide.

For those who have setup the integration prior to September 17th, 2020, follow the below section.  Those who set the integration since that date will have the proper code in place already and can skip ahead.

Customers who set the integration up prior to September 17th, 2020: First, navigate here and copy the code block.  This is the new code that contains the no-call functionality and it’ll be used to replace the existing code in your VictorOps Twilio function.

Twilio underwent a UI change in August, 2020 and thus the location of your existing code will be in one of two places.  Most likely, it will be under Functions >> Functions (Classic) >> List >> VictorOps, but it may be located under Functions >> Services >> Manage Services >> VictorOps-Live-Call-Routing >> Functions.

Regardless of location, once you’ve located the existing code in your function, delete it and replace it with the code you’d previously copied.

If working out of the new Twilio Services UI (not “Functions Classic”) you’ll have to click on the blue “Deploy All” button at the bottom of the screen to publish the new code and make it functional.  If working out of the Functions Classic UI, you’ll hit the red Save button.

Please note – if you’ve made any edits to the default voice readout (i.e. “Welcome to VictorOps Live Call Routing, we are connecting you to a representative…”) these will have to be reconfigured in the new code.  Feel free to reach out to victorops-support@splunk.com for any specific assistance.

All Customers: navigate to the Environment Variables section in the Twilio Function.  Again, the specific location of this may vary based on which Twilio UI you initially set up the integration under.  Most likely, it will it will be under Functions >> Functions (Classic) >> Configure, but it may be located under Functions >> Overview >> Manage Services >> VictorOps Live Call Routing >> Environment Variables.

Add an environment variable with a Key of “NO_CALL” and a Value of “TRUE”

When done hit the add button, and then the blue Deploy All button (or alternately, the red Save button if working out of the classic UI).  It may take a few seconds but you should see a confirmation message pop up on your screen letting you know everything’s been saved/deployed.


Voicemail Transcription

Transcription is currently limited to voicemails with a duration greater than 2 seconds and less than 120 seconds. If you request transcription for a recording outside these duration limits, Twilio will write a warning to your debug log rather than transcribing the recording. In the case that the message cannot be transcribed, a critical incident will still be posted in VictorOps, with a ‘Twilio was unable to transcribe message‘ note within the alert payload.

Listen to Voicemail

Although voicemail will be transcribed and posted to your VictorOps timeline, some users may prefer to listen to the actual voicemail. This can be done through the Twilio platform, which can be easily linked to from VictorOps using annotations. Create the below Rules Engine rule to easily link back to a specific call’s history and to listen to or download the voicemail.

When monitoring_tool matches Twilio

Annotate the alert with URL

  1. Label: Listen to Voicemail
  2. URL: https://www.twilio.com/console/voice/calls/logs/${{entity_id}}

When navigating to the link, users will need to first sign into the Twilio account.


Configuring Voice

If you set this integration up prior to May 7th, 2020, the voice that Twilio uses to speak will default to “woman”.  For all that have set the integration up since then, the default voice will be “Polly.Salli” (a drastic improvement in our opinion, though does come with a marginal cost increase).

If you do not have the Polly.Salli voice and would like to enable it, follow the below walkthrough.

First, navigate to your VictorOps Function.  Depending on whether you set this up in Twilio’s Functions Classic UI or their new Functions Services UI, it will be in slightly different places.

If you set up this integration in Twilio’s Functions Classic UI (likely if configured prior to August, 2020) go to Functions >> Overview >> Manage Services >> VictorOps Live Call Routing >> Functions.

If you set this up in Twilio’s new Services UI, go to Functions >> Services >> Manage Services >> VictorOps-Live-Call-Routing >> Functions.

In roughly line 82 in the code for the function, you should be able to locate a line that says:

 : 'woman';

Change the text ‘woman’ to ‘Polly.Salli’ so that it shows like below:

 : 'Polly.Salli';

There are additionally some pieces of text that will have to be changed to ensure proper voice readout.  Specifically, in roughly line 28, there should be a line that says:

 greeting: 'Welcome to Victor Ops Live Call Routing.',

Change the word ‘Live’ to ‘Lyve’ so that the end result looks like:

 greeting: 'Welcome to Victor Ops Lyve Call Routing.',

An equivalent edit will be made on roughly line 38 where you will change the word ‘Live’ to ‘Lyve’.  This forces the voice to pronounce the word as we’ve intended.

After completing these edits, click the blue Save button and then the blue Deploy All button (if in the new Services UI) or the red Save button (if in the old Functions Classic UI) at the bottom of the screen.  It may take 15 seconds or so but you should see a confirmation message letting you know the deploy has been successful.

Note: Polly.Salli is one of the many Amazon Polly voices that can be leveraged for this integration.  If you’d like to see how others sound, in the Twilio Console UI, navigate to Programmable Voice >> TwiML >> Text-to-Speech.  A red plus button should appear under the Current Language Mapping heading.  Click on it, select the appropriate language, select Amazon Polly as the Provider, and then select your desired voice.  You are able to enter sample text to have it reach in order to test.

After settling on an Amazon Polly voice, follow the above instructions, simply replacing ‘Salli’ with the voice you’ve chosen.


Twilio Pricing

For a more detailed outline see their pricing pages here and here.

Phone Number: $1.00 per month (toll-free $2.00 per month)
Receive calls: $0.0085 per minute (toll-free $0.022 per minute)
Make calls: $0.0130 per minute (toll-free $0.013 per minute)
Recording: $0.0025 per minute
Transcription: $0.05 per minute
Amazon Polly Voice Readout: $0.0008/100 characters

Functions also have some cost. The first 10,000 are free followed by a $0.0001 charge per invocation. For more, see the Functions pricing page here.

 


Troubleshooting Twilio and VictorOps

Problem 1:  The on-call individuals do not receive phone calls. The caller hears “Trying next on-call representative, Trying next on-call representative, Trying next on-call representative… Please leave a message for the ${Team} and hang up when you are finished”

This may be because a Trial Twilio account is being used (as opposed to a paid Twilio account), and therefore the phone numbers attempting to be called will need to be verified within Twilio before they can be reached.  Additionally, even with a paid Twilio account, phone numbers in certain countries (such as Slovakia) will still need to verify numbers before calling them.

You are able to verify the numbers you’re calling to by following the steps under the ‘Add a Verified Caller ID via the Console Site’ section HERE.

Problem 2:  ‘There is a missing configuration value.  Please contact your administrator to fix the problem.’

This message represents that either one of the Twilio Dependencies or Environmental variables is incorrectly configured

Double check that these values in your Twilio account exactly match the recommended ones below:

Problem 3:  ‘There was an error retrieving the list of teams for your organization.’

This message represents that the team attempting to be notified doesn’t exist, has not been specified properly, or that the VICTOROPS_API_KEY or VICTOROPS_TWILIO_SERVICE_API_KEY hasn’t been copied and pasted accurately.

Double check that the spelling of the team in VictorOps (including capitalization) is matched exactly within the Twilio Environmental Variables and that the proper value is in place for the VICTOROPS_API_KEY and VICTOROPS_TWILIO_SERVICE_API_KEY.

Problem 4:  ‘There was an error retrieving the on-call phone numbers.  Please try again.’

This signifies that the number attempting to be called has not yet been verified in VictorOps

Verify the number by clicking the ‘Verify’ button next to it within the User’s VictorOps personal profile, and then enter in the verification code sent to the device

Problem 5:  ‘Team ${team-name} does not exist.  Please contact your administrator to fix the problem’

This indicates that the team spelling/capitalization in Twilio (under the Value column in Environmental Variables) may not perfectly mirror the team spelling/capitalization in VictorOps

Double check this and correct if necessary.

Problem 6:  The user attempting to be called does not receive a call.  The integration skips to calling the next user specified in the escalation policy.

This situation can occur if the user who does not receive a call does not have a verified number entered into their VictorOps profile.  Please enter/verify a number for this user, and then try again.

Problem 7:  The integration only calls 3 users before prompting the caller to leave a voicemail.

This is an inherent limitation of the integration, and unfortunately cannot be adjusted.

Problem 8:  There are multiple people on-duty for a given escalation policy step, but only one of them receive a call.

This is another inherent limitation of the integration, and unfortunately cannot be adjusted.  If multiple people are on-duty at the same time for a given escalation policy step, the integration will choose one user at random each time a call is placed to route the call to.

Problem 9: Nobody is called.  The caller is prompted to leave a message.

This may be caused by a mismatch between the values in Twilio’s Environmental Variables and the corresponding values in VictorOps.  Double check that the spelling of the Team and Escalation Policy in Twilio match exactly what is used in VictorOps.

Problem 10: ‘We were unable to reach an on-call representative’

This message represents that the team attempting to be notified either doesn’t exist, or has not been specified properly

Double check that the spelling of the team in VictorOps (including capitalization) is matched exactly within the Twilio Environmental Variables

This also may be because a Trial Twilio account is being used (as opposed to a paid Twilio account), and therefore the phone numbers attempting to be called will need to be verified within Twilio before they can be reached.  Additionally, even with a paid Twilio account, phone numbers in certain countries (such as Slovakia) will still need to verify numbers before calling them.

You are able to verify the numbers you’re calling to by following the steps under the ‘Add a Verified Caller ID via the Console Site’ section HERE.

Problem 11: ‘An application error has occurred.  Goodbye’ and/or you see 82002 and 11200 errors in the Twilio logs

This indicates that the code used within the VictorOps function is not properly copied and pasted, that the path is not specified properly, that the Dependencies haven’t all been copied over (oftentimes the ‘got’ module), or that the VictorOps user attempting to be called doesn’t have a number in their user profile.  Double check these areas.

Problem 12: A VictorOps user has multiple phone numbers configured within their profile and the wrong one is called by the integration

The phone number that has been in the VictorOps user profile the longest will be the one used by the integration.  It may be necessary to remove numbers you do not want called and then re-add them in order to have the one you do want called be the “oldest”.

Problem 13: ‘The number you have dialed is not in service.  Please check the number and try again’

This message may mean that the function has not been properly assigned to your Twilio phone number.  Ensure that the number is configured to perform the VictorOps function when a call comes in.

Problem 14: After clicking ‘Save’ on the Functions >> Configure page, you see a “Failed to deploy your Function” message

If you encounter this error message when trying to save on the Configure page in Twilio (where Environmental Variables and Dependencies are listed), this may be due to a recent change of the accepted values for the ‘got’ dependency.  Previously, we recommended people leave the version for this ‘got’ dependency blank, though with a recent change to the v10 package of ‘got’, we now must specify this version as 9.6.0.  Ensure all dependencies match the screenshot/table in the above “Configure Environmental Variables” section and re-try saving.

Problem 15: The integration calls a seemingly random team, not the one you’ve specified within the Functions >> Configure section in Twilio

This may be because the code used in your Twilio function isn’t the one intended for your use case.  If setting up the standard, single-phone number configuration, delete the existing code in place within Functions >> Manage >> VictorOps and replace it with the code found at https://github.com/victorops/twilio-live-call-routing/blob/master/victorops-twilio.js

Note:

In your escalation policy within VictorOps, live call routing will only call users or rotations referenced either by rotation or directly in the escalation policy. Live call routing will not recognize the step to execute a different escalation policy, rather, it will skip that step and immediately progress to the next one.

If you encounter any problems not listed here, please reach out to VictorOps Support at victorops-support@splunk.com

 

Updated on September 18, 2020

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