Our particular on-call agreement is not 24/7 but has some periods where nobody is on call.
At the moment, when a caller calls the on-call number, one of three things will happen:
- If an operator is on call, and they pick up the phone, then the caller speaks with the operator.
- If an operator is on call, and they do not pick up the phone in time, then the caller leaves a message (which is transcribed and made into an incident, and the audio is available on twilio).
- If nobody is on call, the phone rings indefinitely until the caller hangs up in frustration.
We would prefer that, if nobody is on call, the caller leaves a message, as in the second case.
Our setup is pretty simple, with just one rotation every day from 8:00 a.m. through midnight and with a handoff every week. The escalation policy has one step: notify the on-duty user(s) in rotation.
The only way I can think to fix this would be to add a bot user with some phone number that will never pick up that assumes on-call from midnight to 8 a.m., but (a) that seems pretty hacky, and (b) it doesn't appear possible to add non-human users anyway.
Is what I want possible?
Thanks,
Matt
