The Phone integration lets you trigger an incident by calling one of your dedicated phone numbers, then entering a 6-digit code on the keypad. It is handy to raise an incident without access to a computer or the app, or to let your customers alert you directly.
How it works
- Call: a team member or a customer calls one of your dedicated phone numbers.
- Code: they enter on the keypad the 6-digit code they were given.
- Priority and description: they pick a priority, then describe the problem out loud (or choose from predefined titles, see the guided mode below).
- Incident: an incident is immediately created in Astry.
Phone numbers
Phone numbers are provisioned by the Astry support team: contact us to get your first number. Pricing (monthly fee per number and cost per received call) is shown on the integration page. For billing reasons, disabling a number also goes through support.
You can choose the language of the very first voice prompt, played before the code is entered.
Codes
For each number, you can generate several codes, for example one code per customer, or one code per type of problem. A code can be generated randomly or chosen by you (exactly 6 digits, unique for this number). Each code includes:
- a name, to recognize it easily (for example VIP customer, Network on-call, Level 2 support)
- tags, automatically added to every incident raised with this code: they let you route it to the right team (see Routing)
- a language (French, English or Spanish), used by the automated voice to speak to and understand the caller
- a call mode:
- Free: the caller indicates a priority, then describes the incident out loud
- Guided: the caller chooses, using the keypad, from titles you have predefined (up to 9). Each title is associated with a priority, applied to the incident but never announced to the caller.
A code can be enabled or disabled: a disabled code can no longer raise incidents, but remains visible with its history. A code's configuration (tags, language, call mode) can be copied to other codes in one go. A code can only be permanently deleted 3 months after it was last used.
Call history
Each code has a call history: date and time, calling number, and the incident created (with its status). From the page of an incident raised by phone, a link also lets you find the code that triggered it.
Access rights
Only Owners can create, edit, enable, disable or delete codes.