# Live Call Routing

Live Call Routing enables end users and internal employees to dial a number and report incidents or leave voicemails for the issues they are experiencing. These calls or voicemails are routed directly to on-call engineers for prompt remediation of reported issues.

The direct channel established between end users and on-call engineers simplifies the process of reporting issues. Depending on the severity or frequency of reported issues, on-call engineers can triage and ensure quick resolutions, thus ensuring that the Mean Time to Resolve (MTTR) for customer-reported issues is always in check.

{% hint style="info" %} <mark style="color:blue;">**We support the provision of both local and toll-free numbers for the following regions:**</mark>

* **United States of America, Canada, United Kingdom**: Easily provision local and toll-free numbers through Squadcast.
* **India**: Reach out to Squadcast support to obtain local and toll-free numbers.

For countries that you do not see in the selector drop-down, reach out to our Sales or Support teams for assistance.
{% endhint %}

## **Prerequisites**

{% hint style="warning" %} <mark style="color:orange;">**Important:**</mark>

* Live Call Routing is available as an add-on package for accounts on the [Enterprise plan](https://www.squadcast.com/pricing).
* Please reach out to your Squadcast point of contact or to <support@squadcast.com> to get the add-on package activated for your account to start using the feature.
  {% endhint %}

## Add a New Routing Number <a href="#add-a-new-routing-number" id="add-a-new-routing-number"></a>

To begin the setup process by adding an incoming Routing Number,

1. Navigate to the **Live Call Routing** page on the left navigation -> **Add New Routing Number.**
2. Enter the **Name**, and *optional* **Description**, and select an **Owner** for this number.
3. Select the **Country** for which you would like to have this number.
4. Select the type of number you want. The number can either be a **Local** number or a **Toll-free** number.

<figure><img src="/files/Yht7GwzlOr7iJjPGt3cc" alt="" width="563"><figcaption><p>Image. Configure a new Routing Number</p></figcaption></figure>

{% hint style="info" %} <mark style="color:blue;">**Note:**</mark> If you encounter any error in generating the number, please reach out to <support@squadcast.com>
{% endhint %}

5. Then click **Generate Number.**
6. Select the behaviour of the routing number:
   1. Play greeting and go to voicemail. Send the voicemail recording to the current on-call responder(s).
      1. The caller can leave out a voicemail after selecting the affected service and the voicemail will then be attached to the incident created.
   2. Play greeting and call the current on-call responder.

      1. When the caller places the call and selects the service, Squadcast will route the call to the current on-call person(s) in the schedule attached to the Service. Once the on-call person picks up the call, the caller can report the issue to the on-call person.
      2. When routing calls to on-call engineers, you can choose between two available strategies:\
         **Simultaneous** - Calls all on-call responders at the same time. Each on-call responder receives a call and is prompted: *“You have an incoming call from SolarWinds Incident Response. Press 1 to accept.”* The first responder to press 1 gets connected to the caller. If no one answers or an on-call responder has voicemail enabled, the call will wait and ultimately go to the fallback voicemail. This strategy is useful when faster response times are critical. *This is the default option.*\
         **Sequential** - Calls on-call responders one after another, in order. Each on-call responder receives a call and is prompted: *“You have an incoming call from SolarWinds Incident Response. Press 1 to accept.”* Once they press 1, they get connected to the caller. If the on-call responder does not answer or has voicemail enabled, the call will wait and then move on to the next on-call responder in the rotation. If no on-call responder answers, the call goes to the fallback voicemail. This option will help you for call rollovers when engineers do not respond in time.

      <figure><img src="/files/LIRZIBReeK7dJ02d5xg0" alt=""><figcaption></figcaption></figure>

{% hint style="info" %} <mark style="color:$tint;">**Note:**</mark>&#x20;

1. The above options are available only when the **Preferred Flow of Call** is set to **Play greeting and call the current on-call responder**.
2. If **Simultaneous** is selected: An incident will be created for the reported issue. The incident goes to the Acknowledged state and is assigned to the on-call responder who received the incoming call.
   1. If multiple responders are on-call, Squadcast will try to connect the call to 10 people (max), and the first of these responders to answer the call will be connected with the caller, and the rest of the connection attempts will be canceled.
   2. If no on-call responders pick up the incoming call, the call then goes to voicemail. The voicemail will then be attached to the created incident.
      {% endhint %}

<figure><img src="/files/ALROIyHyElnHP6VORo9d" alt="" width="563"><figcaption><p>Image. Setup the LCR configuration</p></figcaption></figure>

7. Select the total duration of the call. The call will automatically disconnect after this specified time limit.
8. Craft your greeting message for callers in the text field. This message will be converted from text to speech and will be the first thing callers hear when they dial the number.
9. Structure the message to be read out during the call. This text will also be converted to speech and will play after each key press during the call.
10. Configure the Map Keypad:
    * For each key, a map
      1. A Service
      2. Provide an alias name for the selected Service
      3. Attach Schedules
11. Click **Save**.

<figure><img src="/files/EKPvjXxY2ilsfLVcoM0s" alt="" width="563"><figcaption><p>Image. Save the configuration details</p></figcaption></figure>

That’s it, now you have set up your Routing Number. We recommend testing this number out internally before putting it out for your end users to call.

### Edit a Configured Routing Number <a href="#edit-a-routing-number-config" id="edit-a-routing-number-config"></a>

To edit a configuration for an existing Routing Number,

1. Navigate to the **Live Call Routing** page, hover over the desired configuration, and click **Edit**.
2. Make your changes and then click **Save**.

<div><figure><img src="/files/6Johnio9rdgmOrPMe55m" alt=""><figcaption><p>Image. Edit a configured Routing Number</p></figcaption></figure> <figure><img src="/files/eLwtvVannaf3ATxd2JdJ" alt=""><figcaption><p>Image. Edit the details</p></figcaption></figure></div>

{% hint style="info" %} <mark style="color:$tint;">**Note:**</mark> Please note that you cannot edit the Routing Number, country, or number type. To use a new number, you must add a new Routing Number.
{% endhint %}

## Delete a Routing Number <a href="#delete-a-routing-number" id="delete-a-routing-number"></a>

To delete a Routing Number,

1. Navigate to the **Live Call Routing** page, hover over the number you wish to remove, and click on the **Delete** option.
2. Confirm the deletion in the pop-up confirmation dialog to complete the process.

<div><figure><img src="/files/cNpCkxrq1ygWPzlKZzkk" alt=""><figcaption><p>Image. Delete a Routing Number</p></figcaption></figure> <figure><img src="/files/Vc8nVxWbrtDp0FABp1KU" alt=""><figcaption><p>Image. Confirm Deletion</p></figcaption></figure></div>

## Sessions

In the Sessions section, you can view all the sessions associated with a routing number along with their respective details, as listed in the table below. To access this information for a specific routing number, simply open the Routing number details page and navigate to the Sessions section.

<table><thead><tr><th width="249">Field</th><th>Description</th></tr></thead><tbody><tr><td>Caller ID</td><td>The number from the call is indicated.</td></tr><tr><td>Incident ID</td><td>The Incident ID of the incident created for the call.</td></tr><tr><td>Recording</td><td>The recording associated with the call.</td></tr><tr><td>Assigned To</td><td>To whom the incident got assigned to.</td></tr><tr><td>Selected Service</td><td>The selected service by the caller during the call.</td></tr><tr><td>Duration</td><td>Total duration of the call. From the user initiating it to the end.</td></tr></tbody></table>

To view further details about a session, hover on a session, click on View Session.

Here you can view the session details and to whom the call was routed to.

## FAQs <a href="#faqs" id="faqs"></a>

<details>

<summary><strong>What happens if I send an SMS to the routing number?</strong></summary>

Sending an SMS to a routing number is not supported. Text messages sent to a Live Call Routing number will not initiate an incident or be directed to the on-call responder.

</details>

<details>

<summary><strong>How many routing numbers can I create?</strong></summary>

You can create a maximum of 5 routing numbers in your organization.

</details>

*Have any questions?* [*Ask the community*](https://community.squadcast.com/view/home)*.*


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