We have implemented a Twilio on-call system where, if an incident is created with a specific caller name, an incident task is generated. Once this incident task is created, a call is placed based on the on-call schedule. For example, if we have three people in the on-call group, it will first call the primary person. If the primary person does not answer or rejects the call, it will wait for 15 minutes before calling the second person, and so on.
We now have a requirement that if the primary person rejects the call, the system should not wait for 15 minutes but should immediately call the secondary person, skipping the escalation time. Is this possible?
