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Live Call Routing

Live Call Routing using Vonage

Live Call Routing empowers your organization to route incoming calls directly to on-call responders, ensuring the timely and efficient handling of incidents.

In Vonage:

  1. Create a Vonage account
  2. Go to the Vonage website. (Sign up for an account if you don't have one already)
  3. Purchase a phone number.
  4. Once logged in, navigate to the Buy Numbers under the Phone Numbers section.
  5. Purchase a phone number that you will be using to route the calls.
  1. Obtain an API Key and Signature secret:

- In your Vonage dashboard, locate your API Key and Signature secret
. These are typically found in your API settings under Control or on the dashboard homepage. 

   - Copy the API Key and Signature secret 

In Zenduty:

  1. Log in to your Zenduty account as an Admin/Owner.
  2. Navigate to the 'Accounts' section. 
  3. Go to 'Call Routing' under the 'Connections' tab.
  1. To configure call routing, paste the copied data into the respective fields in your Zenduty call routing configuration (API Key and Signature secret for Vonage)
  2. Enter the purchased phone number without brackets.
  3. Select the services you wish to include (maximum of 10 services).
  4. Set the timeout duration in seconds (e.g., 30 seconds).
  5. Choose the condition under which an incident is created (e.g., "no answer", "always", "never").
  1. Save your Settings.

Note: After saving your configuration, a webhook URL will be displayed. Please keep it safe for future use.

In Vonage:

  1. In your Vonage dashboard, navigate to the voice settings from the sidebar menu.
  2. In the sidebar panel, select Applications and Add a new application.
  3. Fill in all the required details.
  4. Set the answer URL to the webhook URL you saved in the previous step.
  5. Select the method as 'GET' and save the application.
  6. Add the Region if you want the calls to be redirected to the selected region
  7. Click on 'Generate new Application' to save the setting
  8. Next, review the numbers listed below and link the one you'd like to use for routing.

Once these steps are completed, calls will be routed to the on-call users based on the service configuration, and incidents will be created based on your chosen conditions if no one answers the call.