What is Live Call Routing?

PagerDuty's Live Call Routing (LCR) is a feature that enhances incident response by automating call routing to on-call teams, enabling faster acknowledgment and resolution of incidents. By providing a direct line for customers and internal teams, LCR eliminates the complexity of traditional IT ticketing systems and ensures that incidents are quickly routed to the appropriate responders based on on-call schedules. This feature supports global operations by allowing businesses to provision both local and international numbers, ensuring continuous support. Common use cases include providing exclusive lines for key partners, consolidating hotline numbers for businesses with multiple offerings, and streamlining incident management for large organizations. LCR aims to improve the customer experience by reducing response times and ensuring incidents are handled by the right team, ultimately enhancing operational efficiency and service reliability.