User Problem

The current setting - 'Notify only if the caller leaves a voicemail' - in the incoming call integration causes confusion. There are many caveats that affect the behavior of a user being notified. 

By design, the incoming call integration creates an alert right away when a call is received.

A user can be notified if:

• there is an involved escalation rule that notifies users immediately if an alert is not acknowledged right away 
• the user has a 'new alert' notification rule that notifies immediately
• (will add other possibilities here if any are missed) 

When one reads 'Notify only if the caller leaves a voicemail'  - it is expected that a user would not receive a notification at all unless a voicemail is attached to the alert. The expected behavior is that all other rules would be overridden by this setting

Suggested Solutions

1. If 'Notify only if the caller leaves a voicemail'  is enabled, then all other possible settings that affect a user being notified would be overridden
2. Adding a field that checks for voicemail attachment
3. Adding clearer messaging when the setting is enabled - that this does not override other notification methods such as escalation rules, user notification rules, etc

Current Workarounds

1. Create a routing rule that checks for alerts where 'Source: Phone Call'.  Have that routing rule assign to an escalation rule that does not trigger immediately. This will give time for the voicemail to attach to the alert if there is one/close the alert if there is no voicemail.
2. Have users create a new rule under their 'new alert' notification rules that matches alerts with the condition, 'Source NOT equals 'Phone Call'' ('Phone Call' is the default for incoming call integration 'source' field. If you have changed this field, you would use that value instead of 'Phone Call'