We are looking for guidance on PagerDuty call-event visibility and escalation behavior.
We have already made several follow-ups with PagerDuty Support on this issue, but have not yet received a substantive response. As this is affecting operational monitoring and audit requirements, we would appreciate your help in treating it as a top priority.
In our environment, calls can be received by the on-call responder but may not be acknowledged through the IVR prompt. In these cases, we need to understand:
• Why the call attempt is not visible in the incident timeline or other reporting views.
• Whether there is a supported configuration, log, or reporting option to retain a record of all call attempts, including unanswered or unacknowledged calls.
• Whether an unanswered or dropped call can be routed to the next level of the escalation policy.
• Whether there is a recommended workaround or roadmap item for complete audit visibility of call attempts.
We would appreciate guidance on a supported solution or recommended best practice.