redox-phone-support

A simple server that helps integrate Twilio with Pagerduty. It routes calls to a Twilio phone number to an on-call support person by looking up a PagerDuty schedule. If the support person does not answer, the customer is asked to leave a voicemail, which is then linked in a PagerDuty incident created for escalation.

Running Locally

$ npm install
$ node app.js

To enable Twilio to reach your local server, you can use ngrok. Twilio has a great blog post on the tool here: https://www.twilio.com/blog/2013/10/test-your-webhooks-locally-with-ngrok.html

Setup

Be sure to configure the appropriate environment variables required by this application.

URL - the publically accessible URL for your server (referenced so it can easily replaced when using ngrok)
PAGERDUTY_SCHEDULE_ID - used to look up the on-call support person
PAGERDUTY_SERVICE_ID - used when generating a new PD incident
PAGERDUTY_USER_ID - used when generating a new PD incident
PAGERDUTY_API_TOKEN - token used when calling the PD API

Twilio Setup

Within your phone number configuration, update the Voice & Fax section with the applications webhook: https://yourapplication.com/voice

This application will store new recordings to your Twilio account - it is important to delete these recordings in a timely manner to avoid unnecessarily charges from Twilio.

The application is also configured to use Amazon Polly for Text to Speech. This incurs a small charge through Twilio for each message. You can change the voice options to a basic voice and avoid this charge.

PagerDuty Setup

You will need a PagerDuty schedule, service and user created. These are referenced in the following environment variables.

PAGERDUTY_SCHEDULE_ID
PAGERDUTY_SERVICE_ID
PAGERDUTY_USER_ID