{"id":2261,"date":"2025-07-16T18:14:58","date_gmt":"2025-07-16T12:44:58","guid":{"rendered":"https:\/\/blog.spike.sh\/?p=2261"},"modified":"2025-07-16T18:46:12","modified_gmt":"2025-07-16T13:16:12","slug":"introducing-live-call-routing-for-incident-response","status":"publish","type":"post","link":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/","title":{"rendered":"Introducing Live Call Routing for Incident Response"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Today, we are introducing <strong>Live Call Routing, a direct phone line that connects incoming calls to on-call engineers.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It captures human-reported incidents that monitoring tools might miss\u2014closing the loop between automated alerts and real-world observations so nothing falls through the cracks.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It helps you respond to critical incidents faster by eliminating manual call routing, reducing response times from minutes to seconds.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Table of Contents<\/strong><\/p>\n\n\n\n<nav aria-label=\"Table of Contents\" class=\"wp-block-table-of-contents\"><ol><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#what-is-live-call-routing\">What is Live Call Routing?<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#why-did-we-build-it\">Why Did We Build it?<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#how-does-it-work\">How Does it Work?<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#key-benefits-of-live-call-routing\">Key Benefits of Live Call Routing<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#getting-started\">Getting Started<\/a><\/li><\/ol><\/nav>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"what-is-live-call-routing\">What is Live Call Routing?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Live Call Routing automatically connects incoming calls to on-call engineers based on your existing schedules and fallback rules.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The main purpose of Live Call Routing is to remove delays during incidents. No more transferring calls or hunting down the right person.<\/strong> The person reporting the issue connects directly to the engineer, who can start investigating it.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For example, when your security vendor calls at 2 AM about a potential breach they&#8217;ve detected, Live Call Routing instantly connects them to whoever is on-call for your security team that night.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"why-did-we-build-it\">Why Did We Build it?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Over the past few months, we heard the same story from teams in banking, SaaS, and logistics.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">During a payment outage or security breach, those 10 minutes aren&#8217;t just inconvenient, they&#8217;re expensive. Every minute of delay means lost revenue, frustrated customers, and a bigger fire to put out.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But there&#8217;s something deeper here. <strong>Incidents don&#8217;t always start with a monitoring alert.<\/strong> Sometimes a security vendor calls about a breach. Or your payment processor reports transaction failures.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Without a formal process, these crucial human reports get stuck in manual routing chains. The very people trying to help you fix problems can&#8217;t reach the right person to fix them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>We built Live Call Routing because we believe incident response should be comprehensive.<\/strong> <strong>No matter how an incident is reported, by a tool or a person, your team should be able to respond fast.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It&#8217;s about closing the loop. It&#8217;s about respecting the person who has to wake up at 2 AM. And it&#8217;s about making sure that when someone calls with an issue, they reach the right engineer right away.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Because in incident response, every second has a price tag.<\/p>\n<\/blockquote>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"how-does-it-work\">How Does it Work?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">When someone calls your number<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Spike routes incoming calls directly to the on-call engineer<\/li>\n\n\n\n<li>If they don&#8217;t answer, the call moves to the fallback person<\/li>\n\n\n\n<li>And if nobody answers, Spike takes a message<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>After the call, the responder can create a new incident or link the call to an existing one.<\/strong> This keeps all the incidents (both triggered by monitoring tools and reported by human) in one place.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Also, every call is logged with its recording and details, and a notification appears in your Slack or Teams channel.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Above all, <strong>it works with your current schedule. No disruption to your existing setup. And no training needed.<\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"key-benefits-of-live-call-routing\">Key Benefits of Live Call Routing<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Incoming calls reach the right on-call engineer in seconds.<\/strong> This means faster response and less downtime during incidents.<\/li>\n\n\n\n<li>Your team only gets calls when they\u2019re on shift, so off-hours interruptions drop and on-call stress goes down.<\/li>\n\n\n\n<li>Every call is tracked with caller info, who answered, and a recording. <strong>You get a full audit trail for post-incident reviews.<\/strong><\/li>\n\n\n\n<li>Automatic fallbacks keep your response reliable. If the primary on-call doesn\u2019t pick up, Live Call Routing moves to the next responder. And <strong>if no one answers, Spike takes a message. This makes sure no critical alert is missed.<\/strong><\/li>\n\n\n\n<li>You can create a new incident from a call or link it to an existing one. This keeps all context\u2014calls, 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.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"getting-started\">Getting Started<\/h2>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<span class=\"embed-youtube\" style=\"text-align:center; display: block;\"><iframe loading=\"lazy\" class=\"youtube-player\" width=\"640\" height=\"360\" src=\"https:\/\/www.youtube.com\/embed\/lRP9mlzPRt0?version=3&#038;rel=1&#038;showsearch=0&#038;showinfo=1&#038;iv_load_policy=1&#038;fs=1&#038;hl=en-GB&#038;autohide=2&#038;wmode=transparent\" allowfullscreen=\"true\" style=\"border:0;\" sandbox=\"allow-scripts allow-same-origin allow-popups allow-presentation allow-popups-to-escape-sandbox\"><\/iframe><\/span>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Step 1:<\/strong> Add your number and name it<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Step 2:<\/strong> Configure who receives calls (on-call schedules and fallback rules)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Step 3:<\/strong> Customize welcome and voicemail messages<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That\u2019s it! You\u2019re good to go.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Live Call Routing is available in your account if you&#8217;re a customer. If your trial expired or is ending soon, just email <a href=\"mailto:support@spike.sh\">support@spike.sh<\/a> for access.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-ee856660 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-midnight-gradient-background has-background wp-element-button\" href=\"http:\/\/app.spike.sh\/lcr\">Try Live Call Routing Now<\/a><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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\u2014closing 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 [&hellip;]<\/p>\n","protected":false},"author":263547072,"featured_media":2267,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_import_markdown_pro_load_document_selector":0,"_import_markdown_pro_submit_text_textarea":"","_lmt_disableupdate":"","_lmt_disable":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"{title}\n\n{excerpt}\n\n{url}","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false,"jetpack_post_was_ever_published":false},"categories":[1442,1424],"tags":[],"class_list":["post-2261","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-announcement","category-building-spike"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Introducing Live Call Routing for Incident Response<\/title>\n<meta name=\"description\" content=\"Discover how Spike&#039;s Live Call Routing instantly connects incoming calls to on-call engineers. Learn how to set it up in 5 mins.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Introducing Live Call Routing for Incident Response\" \/>\n<meta property=\"og:description\" content=\"Discover how Spike&#039;s Live Call Routing instantly connects incoming calls to on-call engineers. Learn how to set it up in 5 mins.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/\" \/>\n<meta property=\"og:site_name\" content=\"Spike&#039;s blog\" \/>\n<meta property=\"article:published_time\" content=\"2025-07-16T12:44:58+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-16T13:16:12+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/07\/Rectangle-Live-Call-Routing.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Sreekar\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Sreekar\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/\"},\"author\":{\"name\":\"Sreekar\",\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/#\\\/schema\\\/person\\\/eb31f40342cbe6a94ef67a1c0bf20923\"},\"headline\":\"Introducing Live Call Routing for Incident Response\",\"datePublished\":\"2025-07-16T12:44:58+00:00\",\"dateModified\":\"2025-07-16T13:16:12+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/\"},\"wordCount\":789,\"commentCount\":0,\"image\":{\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/blog.spike.sh\\\/wp-content\\\/uploads\\\/2025\\\/07\\\/Rectangle-Live-Call-Routing.png\",\"articleSection\":[\"Announcement\",\"Building Spike\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/\",\"url\":\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/\",\"name\":\"Introducing Live Call Routing for Incident Response\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/blog.spike.sh\\\/wp-content\\\/uploads\\\/2025\\\/07\\\/Rectangle-Live-Call-Routing.png\",\"datePublished\":\"2025-07-16T12:44:58+00:00\",\"dateModified\":\"2025-07-16T13:16:12+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/#\\\/schema\\\/person\\\/eb31f40342cbe6a94ef67a1c0bf20923\"},\"description\":\"Discover how Spike's Live Call Routing instantly connects incoming calls to on-call engineers. Learn how to set it up in 5 mins.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/#primaryimage\",\"url\":\"https:\\\/\\\/blog.spike.sh\\\/wp-content\\\/uploads\\\/2025\\\/07\\\/Rectangle-Live-Call-Routing.png\",\"contentUrl\":\"https:\\\/\\\/blog.spike.sh\\\/wp-content\\\/uploads\\\/2025\\\/07\\\/Rectangle-Live-Call-Routing.png\",\"width\":1920,\"height\":1080,\"caption\":\"Blog cover image titled \\\"Introducing Live Call Routing\\\"\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/introducing-live-call-routing-for-incident-response\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/blog.spike.sh\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Introducing Live Call Routing for Incident Response\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/#website\",\"url\":\"https:\\\/\\\/blog.spike.sh\\\/\",\"name\":\"Spike&#039;s blog\",\"description\":\"Learnings and opinions in a changing world\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/blog.spike.sh\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/#\\\/schema\\\/person\\\/eb31f40342cbe6a94ef67a1c0bf20923\",\"name\":\"Sreekar\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/cb2a2f53f3fd9e9619b7d3aaca20588e6101b5d239f52e0137823bd5d6cd0941?s=96&d=robohash&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/cb2a2f53f3fd9e9619b7d3aaca20588e6101b5d239f52e0137823bd5d6cd0941?s=96&d=robohash&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/cb2a2f53f3fd9e9619b7d3aaca20588e6101b5d239f52e0137823bd5d6cd0941?s=96&d=robohash&r=g\",\"caption\":\"Sreekar\"},\"url\":\"https:\\\/\\\/blog.spike.sh\\\/author\\\/sreekar98\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Introducing Live Call Routing for Incident Response","description":"Discover how Spike's Live Call Routing instantly connects incoming calls to on-call engineers. Learn how to set it up in 5 mins.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/","og_locale":"en_GB","og_type":"article","og_title":"Introducing Live Call Routing for Incident Response","og_description":"Discover how Spike's Live Call Routing instantly connects incoming calls to on-call engineers. Learn how to set it up in 5 mins.","og_url":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/","og_site_name":"Spike&#039;s blog","article_published_time":"2025-07-16T12:44:58+00:00","article_modified_time":"2025-07-16T13:16:12+00:00","og_image":[{"width":1920,"height":1080,"url":"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/07\/Rectangle-Live-Call-Routing.png","type":"image\/png"}],"author":"Sreekar","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Sreekar","Estimated reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#article","isPartOf":{"@id":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/"},"author":{"name":"Sreekar","@id":"https:\/\/blog.spike.sh\/#\/schema\/person\/eb31f40342cbe6a94ef67a1c0bf20923"},"headline":"Introducing Live Call Routing for Incident Response","datePublished":"2025-07-16T12:44:58+00:00","dateModified":"2025-07-16T13:16:12+00:00","mainEntityOfPage":{"@id":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/"},"wordCount":789,"commentCount":0,"image":{"@id":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#primaryimage"},"thumbnailUrl":"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/07\/Rectangle-Live-Call-Routing.png","articleSection":["Announcement","Building Spike"],"inLanguage":"en-GB","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/","url":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/","name":"Introducing Live Call Routing for Incident Response","isPartOf":{"@id":"https:\/\/blog.spike.sh\/#website"},"primaryImageOfPage":{"@id":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#primaryimage"},"image":{"@id":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#primaryimage"},"thumbnailUrl":"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/07\/Rectangle-Live-Call-Routing.png","datePublished":"2025-07-16T12:44:58+00:00","dateModified":"2025-07-16T13:16:12+00:00","author":{"@id":"https:\/\/blog.spike.sh\/#\/schema\/person\/eb31f40342cbe6a94ef67a1c0bf20923"},"description":"Discover how Spike's Live Call Routing instantly connects incoming calls to on-call engineers. Learn how to set it up in 5 mins.","breadcrumb":{"@id":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#primaryimage","url":"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/07\/Rectangle-Live-Call-Routing.png","contentUrl":"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/07\/Rectangle-Live-Call-Routing.png","width":1920,"height":1080,"caption":"Blog cover image titled \"Introducing Live Call Routing\""},{"@type":"BreadcrumbList","@id":"https:\/\/blog.spike.sh\/introducing-live-call-routing-for-incident-response\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/blog.spike.sh\/"},{"@type":"ListItem","position":2,"name":"Introducing Live Call Routing for Incident Response"}]},{"@type":"WebSite","@id":"https:\/\/blog.spike.sh\/#website","url":"https:\/\/blog.spike.sh\/","name":"Spike&#039;s blog","description":"Learnings and opinions in a changing world","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/blog.spike.sh\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Person","@id":"https:\/\/blog.spike.sh\/#\/schema\/person\/eb31f40342cbe6a94ef67a1c0bf20923","name":"Sreekar","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/secure.gravatar.com\/avatar\/cb2a2f53f3fd9e9619b7d3aaca20588e6101b5d239f52e0137823bd5d6cd0941?s=96&d=robohash&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/cb2a2f53f3fd9e9619b7d3aaca20588e6101b5d239f52e0137823bd5d6cd0941?s=96&d=robohash&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/cb2a2f53f3fd9e9619b7d3aaca20588e6101b5d239f52e0137823bd5d6cd0941?s=96&d=robohash&r=g","caption":"Sreekar"},"url":"https:\/\/blog.spike.sh\/author\/sreekar98\/"}]}},"modified_by":"Sreekar","jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/07\/Rectangle-Live-Call-Routing.png","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/pfMe4Q-At","jetpack-related-posts":[{"id":2480,"url":"https:\/\/blog.spike.sh\/10-best-live-call-routing-software-for-incident-management\/","url_meta":{"origin":2261,"position":0},"title":"10 Best Live Call Routing Software for Incident Management","author":"Sreekar","date":"31st July, 2025","format":false,"excerpt":"I curated a list of the 10 best Live Call Routing software for incident management. To compare them, I created a checklist of essential features. I then read their documentation to see how they stacks up against my checklist. And finally, I encapsulated the results in three tables: Checklist Table:\u00a0Shows\u2026","rel":"","context":"In &quot;Comparison&quot;","block_context":{"text":"Comparison","link":"https:\/\/blog.spike.sh\/category\/comparison\/"},"img":{"alt_text":"Blog cover image titled \"10 Best Live Call Routing Software for Incident Management\"","src":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2025\/07\/10-Best-Live-Call-Routing-Software-for-Incident-Management.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2025\/07\/10-Best-Live-Call-Routing-Software-for-Incident-Management.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2025\/07\/10-Best-Live-Call-Routing-Software-for-Incident-Management.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2025\/07\/10-Best-Live-Call-Routing-Software-for-Incident-Management.png?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":5468,"url":"https:\/\/blog.spike.sh\/turning-team-knowledge-into-alert-routing-rules\/","url_meta":{"origin":2261,"position":1},"title":"Turning team knowledge into Alert Routing rules","author":"Sreekar","date":"12th March, 2026","format":false,"excerpt":"Your team knows incidents inside out. This guide walks you through four ways to build Alert Routing rules from that knowledge.","rel":"","context":"In &quot;Guides&quot;","block_context":{"text":"Guides","link":"https:\/\/blog.spike.sh\/category\/guides\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=1050%2C600&ssl=1 3x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=1400%2C800&ssl=1 4x"},"classes":[]},{"id":5677,"url":"https:\/\/blog.spike.sh\/how-to-handle-midnight-incidents\/","url_meta":{"origin":2261,"position":2},"title":"How to handle midnight incidents without waking everyone up","author":"Sreekar","date":"29th March, 2026","format":false,"excerpt":"A midnight incident should wake one person, not the whole team. This guide covers how to set that up with routing rules and escalation policies.","rel":"","context":"In &quot;Guides&quot;","block_context":{"text":"Guides","link":"https:\/\/blog.spike.sh\/category\/guides\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-6.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-6.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-6.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-6.png?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-6.png?resize=1050%2C600&ssl=1 3x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-6.png?resize=1400%2C800&ssl=1 4x"},"classes":[]},{"id":5797,"url":"https:\/\/blog.spike.sh\/how-to-reduce-alert-noise\/","url_meta":{"origin":2261,"position":3},"title":"How to reduce alert noise without missing what matters","author":"Sreekar","date":"6th May, 2026","format":false,"excerpt":"This guide covers what counts as alert noise and how to reduce it automatically. It also walks through keeping critical incidents loud enough that your team never misses them.","rel":"","context":"In &quot;Guides&quot;","block_context":{"text":"Guides","link":"https:\/\/blog.spike.sh\/category\/guides\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/05\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/05\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/05\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/05\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/05\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=1050%2C600&ssl=1 3x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/05\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-1.png?resize=1400%2C800&ssl=1 4x"},"classes":[]},{"id":5690,"url":"https:\/\/blog.spike.sh\/severity-and-priority-based-routing\/","url_meta":{"origin":2261,"position":4},"title":"Routing incidents the way their severity and priority demand","author":"Sreekar","date":"29th March, 2026","format":false,"excerpt":"Should this incident get a phone call or a Slack message? Severity and priority answer that question. This guide shows how to build routing rules around both.","rel":"","context":"In &quot;Guides&quot;","block_context":{"text":"Guides","link":"https:\/\/blog.spike.sh\/category\/guides\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-7.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-7.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-7.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-7.png?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-7.png?resize=1050%2C600&ssl=1 3x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/03\/OpsGenie-Shutdown_-Everything-You-Need-To-Know-7.png?resize=1400%2C800&ssl=1 4x"},"classes":[]},{"id":5790,"url":"https:\/\/blog.spike.sh\/what-is-alert-fatigue\/","url_meta":{"origin":2261,"position":5},"title":"What is alert fatigue? (And how does it happen)","author":"Sreekar","date":"5th May, 2026","format":false,"excerpt":"This guide covers what alert fatigue actually is and the three ways it typically builds up in on-call teams. It also covers what you can do to fix it before it affects how your team responds.","rel":"","context":"In &quot;Guides&quot;","block_context":{"text":"Guides","link":"https:\/\/blog.spike.sh\/category\/guides\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/05\/Basics-of-Incident-Management.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/05\/Basics-of-Incident-Management.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/05\/Basics-of-Incident-Management.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/blog.spike.sh\/wp-content\/uploads\/2026\/05\/Basics-of-Incident-Management.png?resize=700%2C400&ssl=1 2x"},"classes":[]}],"_links":{"self":[{"href":"https:\/\/blog.spike.sh\/wp-json\/wp\/v2\/posts\/2261","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.spike.sh\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.spike.sh\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.spike.sh\/wp-json\/wp\/v2\/users\/263547072"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.spike.sh\/wp-json\/wp\/v2\/comments?post=2261"}],"version-history":[{"count":12,"href":"https:\/\/blog.spike.sh\/wp-json\/wp\/v2\/posts\/2261\/revisions"}],"predecessor-version":[{"id":2275,"href":"https:\/\/blog.spike.sh\/wp-json\/wp\/v2\/posts\/2261\/revisions\/2275"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.spike.sh\/wp-json\/wp\/v2\/media\/2267"}],"wp:attachment":[{"href":"https:\/\/blog.spike.sh\/wp-json\/wp\/v2\/media?parent=2261"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.spike.sh\/wp-json\/wp\/v2\/categories?post=2261"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.spike.sh\/wp-json\/wp\/v2\/tags?post=2261"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}