Problem

Jira Service Management currently uses US-based Twilio numbers for all outgoing voice call notifications, regardless of the destination country. European carriers in certain EEA countries classify incoming calls from non-EEA (US) originating numbers as surcharge traffic and intermittently block them at the carrier level.

This results in on-call voice notifications being unreliably delivered to users with phone numbers in affected EEA countries. Other notification channels (SMS, email, mobile push) continue to work, but voice calls often the most critical channel for on-call alerting fail intermittently. The issue has been confirmed by Twilio's Voice Ops and carrier investigation teams, who have stated that they cannot resolve this via routing alone.

Notably, Opsgenie Standalone already has local numbers in EEA countries, but JSM does not making this a gap specific to the JSM product.

Suggested Solution

Provision and support EEA-based (or regional) originating phone numbers for JSM voice call notifications when the destination is an EEA/EU phone number. 

Why This Is Important

• On-call reliability: Voice calls are often the highest-priority notification channel for incident response. Intermittent failures undermine the reliability of the entire on-call process and can lead to missed critical incidents.

Workaround

Currently, affected users can:

• Rely on SMS, email, and mobile push notifications as primary alerting channels for on-call responders with EEA phone numbers.
• Configure an alternate non-EEA phone number (if available) in the affected responder's notification preferences as a backup voice channel.

These workarounds reduce alerting reliability and are not suitable as long-term solutions for critical on-call workflows.