How to configure voice message when calling to user via On-Call: Assign by Acknowledgement per rota workflow

[Kalyan Gadde]

Hi All,

We are using On-Call and twilio integration. We configured the On-Call: Assign by Acknowledgement workflow.

When we receive call from Twilio it is saying "incident INCXXX is created and press 1 to assign it to yourself and press 2 to reject".

I want to include incident short description also in the voice message. How can we configure that?

Thanks,

Kalyan.

[MrNobita]

Yes, you can do that. You need to modify the workflow - there is a box to customize the message.

[Kalyan Gadde]

Hi MrNobita,

Could you please guide me which box it is in the workflow.

Thanks,

Kalyan.

[Dylan Mann1]

In order to update the text-to-speech used in the Voice call notification, you'll need to update the "Say" workflow activities in the "On-Call: Assign by Acknowledgement Voice" workflow. This workflow is triggered whenever a notify_call record is generated. 

Please mark helpful or correct if this solved your issue.

Cheers,

Dylan

[Richa2]

Hi

Our Rota workflow is not working when User accepts the case. The response is not changing the value in Assigned to field. It works fine if the Case is created from Native view, but does not work if the Case is created from Portal. Any ideas why this is happening?

Thanks