Reach Any Responder Immediately with Live Call Routing

PagerDuty's introduction of Live Call Routing enhances its incident management capabilities by allowing calls and voicemails to be efficiently routed to the appropriate responders based on existing schedules, escalation policies, and customized contact methods. This new feature ensures that callers, whether internal users or customers, can connect directly with on-call responders or leave messages that automatically generate incidents, integrating seamlessly with existing tools like Slack and ServiceNow. Live Call Routing reduces mean time to acknowledge and resolve incidents by providing a direct line for high-value customers and supporting international communication with local numbers. As the first pure platform extension, it enables users and partners to develop sophisticated workflow extensions, positioning PagerDuty at the core of operations and incident response optimization. The feature's successful launch was supported by feedback from a beta testing phase, reinforcing PagerDuty's commitment to rapid incident resolution.