Today, we are introducing Live Call Routing, a direct phone line that connects incoming calls to on-call engineers.
It captures human-reported incidents that monitoring tools might miss—closing the loop between automated alerts and real-world observations so nothing falls through the cracks.
It helps you respond to critical incidents faster by eliminating manual call routing, reducing response times from minutes to seconds.
Table of Contents
What is Live Call Routing?
Live Call Routing automatically connects incoming calls to on-call engineers based on your existing schedules and fallback rules.
When a call about an outage, payment failure, or security breach comes through your emergency number, Spike checks who is on-call and routes the call to them.
The main purpose of Live Call Routing is to remove delays during incidents. No more transferring calls or hunting down the right person. The person reporting the issue connects directly to the engineer, who can start investigating it.
For example, when your security vendor calls at 2 AM about a potential breach they’ve detected, Live Call Routing instantly connects them to whoever is on-call for your security team that night.
Why Did We Build it?
Over the past few months, we heard the same story from teams in banking, SaaS, and logistics.
They all have emergency numbers. But when someone called about a critical issue, the process was broken. Someone had to manually look up who was on-call, then dial their personal number. This took 5-10 minutes on a good day.
During a payment outage or security breach, those 10 minutes aren’t just inconvenient, they’re expensive. Every minute of delay means lost revenue, frustrated customers, and a bigger fire to put out.
But there’s something deeper here. Incidents don’t always start with a monitoring alert. Sometimes a security vendor calls about a breach. Or your payment processor reports transaction failures.
Without a formal process, these crucial human reports get stuck in manual routing chains. The very people trying to help you fix problems can’t reach the right person to fix them.
We built Live Call Routing because we believe incident response should be comprehensive. No matter how an incident is reported, by a tool or a person, your team should be able to respond fast.
It’s about closing the loop. It’s about respecting the person who has to wake up at 2 AM. And it’s about making sure that when someone calls with an issue, they reach the right engineer right away.
Because in incident response, every second has a price tag.
How Does it Work?
When someone calls your number
- Spike routes incoming calls directly to the on-call engineer
- If they don’t answer, the call moves to the fallback person
- And if nobody answers, Spike takes a message
After the call, the responder can create a new incident or link the call to an existing one. This keeps all the incidents (both triggered by monitoring tools and reported by human) in one place.
Also, every call is logged with its recording and details, and a notification appears in your Slack or Teams channel.
Above all, it works with your current schedule. No disruption to your existing setup. And no training needed.
Key Benefits of Live Call Routing
- Incoming calls reach the right on-call engineer in seconds. This means faster response and less downtime during incidents.
- Your team only gets calls when they’re on shift, so off-hours interruptions drop and on-call stress goes down.
- Every call is tracked with caller info, who answered, and a recording. You get a full audit trail for post-incident reviews.
- Automatic fallbacks keep your response reliable. If the primary on-call doesn’t pick up, Live Call Routing moves to the next responder. And if no one answers, Spike takes a message. This makes sure no critical alert is missed.
- You can create a new incident from a call or link it to an existing one. This keeps all context—calls, alerts, and actions together. It helps you see everything that happened during an incident, whether it was triggered by a monitoring tool or created manually after a phone call.
Getting Started
Step 1: Add your number and name it
Step 2: Configure who receives calls (on-call schedules and fallback rules)
Step 3: Customize welcome and voicemail messages
That’s it! You’re good to go.
Live Call Routing is available in your account if you’re a customer. If your trial expired or is ending soon, just email [email protected] for access.