Live Call Routing is a feature in incident management that provides a dedicated phone number for customers or employees to report issues, which then automatically routes the call to the engineer currently on-call. Unlike standard business phone systems, Live Call Routing is synchronized with on-call schedules and escalation policies, ensuring that urgent calls are never missed and always reach the correct responder immediately.
Key Benefits of Live Call Routing
- Reduced Time to Acknowledge: Eliminates the middleman by connecting the caller directly to the person who can fix the problem.
- Higher Customer Trust: Provides a human touchpoint during outages, reassuring users that their issue is being handled.
- Automated Record Keeping: Every incoming call is logged and can automatically trigger an incident, providing a clear audit trail.
The All Quiet Bridge
All Quiet's Live Call Routing turns any incoming phone call into an incident in seconds. When a user calls your dedicated All Quiet number, our platform checks your current on-call schedule and rings the correct responder. When the call is ended, an incident is created. You can automatically forward it to collaboration tools like Slack or auto-resolve it if the call was attended by one of your on-call team members.
