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Customers always expect great support from every business, and they ought to if they pay a premium for it. Providing awesome support is a lot of work and providing it 24×7 is even harder due to all the coordination that needs to happen. In this article, I suggest a way to run a 24×7 phone support operation using PagerDuty and RingCentral.
If you don’t have a globally distributed team or want to provide phone support from the country of operation then you’ll need to have a process for handling those critical phone calls at 4 am. For this to work, you’ll need to setup a process and some guidelines that both the customer and you should adhere to.
Guidelines should at least cover the following, but this is not an exhaustive list:
What is PagerDuty’s Role?
PagerDuty will play the critical part of coordinating who should handle the support request, and escalating if necessary based on your initial setup. You will need to setup schedules and escalation policies in PagerDuty and multiple services for each of the SLA levels you provide.
What is RingCentral’s Role?
RingCentral is a cloud based telephone provider that we use here at PagerDuty. They provide on-demand phone numbers and voicemail systems for an organization. You’ll need to procure a phone number (or port an existing one) and setup extensions for the 24×7 support line.
See below for directions on how to set this up…
Setting up PagerDuty
Setting up RingCentral
Go ahead and call your number, then dial the extension to leave a voicemail. You’ll see an incident being created to notify you of the voice message.
Know a better way to do this or think we should include a native support for this in PagerDuty, please send your requests to firstname.lastname@example.org.
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Dynamic Notifications are now out in the wild! With our launch today, we give PagerDuty users the power to dynamically adjust how they are notified...
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