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GETTING STARTED

 * Introduction
 * Trial Account Onboarding
 * Log In to PagerDuty
 * Navigate the Incidents Page
 * Training Material


BEST PRACTICE GUIDES

 * Ops Guides
 * Full Service Ownership
 * Incident Response
 * On Call Teams
 * Autoremediation
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 * Business Response
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 * Manage Users
   * Import Users from a CSV
 * User Roles
 * Advanced Permissions
 * User Profile
 * Teams
 * Contextual Search - Tagging
 * Offboarding


SCHEDULES

 * Schedule Basics
   * Edit Schedules
 * Schedule Examples
 * Schedules in Third-Party Apps
 * My On-Call Shifts


ESCALATION POLICIES

 * Escalation Policy Basics
   * Round Robin Scheduling
 * Escalation Policies and Schedules


SERVICES AND INTEGRATIONS

 * Services and Integrations
   * Service Directory
   * Service Profile
   * Service Graph
   * Maintenance Windows
   * Email Management: Filters and Rules
   * Regular Expressions
 * Configurable Service Settings
 * Business Services
 * Integrate PagerDuty With ITSM Tools


INCIDENTS AND ALERTS

 * Incidents
   * Reassign Incidents
   * Edit Incidents
   * Why Incidents Fail to Trigger
   * Incident Priority
   * Event Management
   * Dynamic Notifications
   * Rulesets
   * Event Orchestration
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   * Communicate with Stakeholders
   * Status Update Templates
 * Alerts
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 * Change Events
 * Mobilize a Coordinated Response
   * Conference Bridge
   * Add Responders
 * Response Plays
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 * Incident Workflows
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 * Status Pages
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 * Search
 * Common Event Format (PD-CEF)
 * Postmortems


NOTIFICATIONS

 * Notification Content and Behavior
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   * Notification Phone Numbers
 * Notification Troubleshooting


ANALYTICS

 * Reports
 * Intelligent Dashboards
 * Operational Reviews
 * On-Call Readiness Reports
 * Audit Trail Reporting
 * PD Labs
 * PagerDuty Analytics Slack Integration


EXTENSIONS AND ADD-ONS

 * Extensions
 * Add-ons
 * Webhooks
   * V1 Webhook Alternatives
 * Custom Incident Actions
 * Single Sign-On (SSO)
 * Live Call Routing
 * Apps


MOBILE APP

 * PagerDuty Mobile App
   * Mobile Home Screen
 * Mobile App Settings
 * Using Mobile Schedules
 * Mobile Status Dashboard
 * MDM Setup and Supported Web Browsers
 * Mobile Release Notes


PLATFORM

 * What's New in PagerDuty
 * Platform Release Notes
 * System Requirements
 * PagerDuty Outage Notifications
 * Service Regions


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 * Billing, Invoices and Payments
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APIS

 * APIs Overview
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 * PagerDuty Event Intelligence
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   * Related Incidents
   * Outlier Incident
   * Probable Origin
   * Auto-Pause Incident Notifications
 * PagerDuty Visibility
   * Visibility Console


INTEGRATION GUIDES

 * Amazon CloudWatch Integration Guide | PagerDuty
 * Amazon EventBridge Integration Guide | PagerDuty
 * Amazon GuardDuty Integration Guide | PagerDuty
 * AWS CloudTrail Integration Guide | PagerDuty
 * AWS Health Dashboard Integration Guide | PagerDuty
 * AWS Security Hub Integration Guide | PagerDuty
 * Bitbucket Integration Guide | PagerDuty
 * Datadog Apps Integration Guide | PagerDuty
 * Email Integration Guide | PagerDuty
 * GitHub Changes Integration Guide | PagerDuty
 * GitLab Changes Integration Guide | PagerDuty
 * Jenkins Changes Integration Guide | PagerDuty
 * Jira Cloud Integration Guide | PagerDuty
 * Jira Server Integration Guide | PagerDuty
 * Microsoft Teams Integration Guide | PagerDuty
 * PagerDuty Agent Integration Guide
 * Salesforce Service Cloud Integration Guide | PagerDuty
   * Salesforce Service Cloud User Guide
 * ServiceNow Integration Guide | PagerDuty
   * ServiceNow Change Requests Integration Guide
   * Advanced ServiceNow Configuration
   * ServiceNow Provisioning
   * ServiceNow: Using the Clone Data Preserver
   * ServiceNow Frequently Asked Questions
   * ServiceNow Troubleshooting Guide
   * ServiceNow Integration Details
   * PagerDuty for ServiceNow Customer Service Management User Guide
 * Slack Integration Guide | PagerDuty
 * Zendesk Integration Guide | PagerDuty
   * Zendesk User Guide
 * Zoom Integration Guide | PagerDuty


TROUBLESHOOTING

 * Nagios Troubleshooting Guide
 * PagerDuty Agent Troubleshooting Guide
 * SolarWinds Orion Troubleshooting Guide
 * Zabbix Troubleshooting Guide


SECURITY

 * PagerDuty Log4j Zero-Day Vulnerability Updates
 * PagerDuty Process Automation On Prem / Rundeck Key Pair Misconfiguration
 * Security Hygiene for the Current Cyber Threat Landscape


SUPPORT

 * Support Portal FAQ


CONFERENCE BRIDGE

Add a conference bridge in order to easily connect and collaborate during major
incident response

A conference bridge is a central channel where all responders can gather for
collaboration. They allow responders to connect to your preferred web
conferencing provider directly from an incident, via phone or meeting URL. Some
organizations have a persistent conference bridge that is reused for all major
incidents, while others have multiple channels available.

There are two ways to create conference bridges in your PagerDuty account:

 * Create an Account-Level Conference Bridge
 * Create a Service-Level Conference Bridge

And there are two ways to add a conference bridge to an incident:

 * Manually Add a Conference Bridge to an Incident via Add Responders
 * Automatically Add a Conference Bridge to an Incident with a Response Play


> 📘
> 
> NOTE
> 
> The conference bridge feature is available on current Business and Digital
> Operations plans. Please contact our Sales Team if you would like to upgrade
> to a plan with the conference bridge feature.


CREATE AN ACCOUNT-LEVEL CONFERENCE BRIDGE

Conference bridges can be added as account-level extensions. This provides users
with a list of persistent conference lines to choose from when triggering an
incident.

 1. Navigate to Integrations Extensions.
 2. Select the Conference Bridges tab and then click New Conference Bridge.
 3. Enter the following based on your preferences. You must enter either a
    Conference Number or Conference URL, or you may enter both options:
    * Label: Enter a label for the conference bridge. This will be the label as
      it will appear in the selection drop-down menu.
    * Description: Enter a brief description of the conference bridge.
    * Conference Number: Enter the phone number users will call into, if
      applicable. Phone numbers should be in the following format:
      415-555-1212,,,,1234#, where a comma (,) represents a one-second wait and
      pound (#) completes access code input.
    * Conference URL: Enter a meeting URL, if applicable.
 4. Click Save. Now the conference bridge will be available as an option when
    creating a new incident.


EDIT AN ACCOUNT-LEVEL CONFERENCE BRIDGE

 1. Navigate to Integrations Extensions and select the Conference Bridges tab.
 2. Click the icon to the right of your desired conference bridge. Edit the
    necessary details and then click Save.


DELETE AN ACCOUNT-LEVEL CONFERENCE BRIDGE

 1. Navigate to Integrations Extensions and select the Conference Bridges tab.
 2. Click the icon to the right of your desired conference bridge. In the
    confirmation dialog that appears, click Delete.


CREATE A SERVICE-LEVEL CONFERENCE BRIDGE


> 📘
> 
> CONFERENCE BRIDGE FOR ALL INCIDENTS
> 
> When adding a conference bridge to a service, it is important to note that the
> conference bridge information will appear on all incidents that trigger on
> that service. We recommend adding a conference bridge to services dedicated to
> critical incidents that require a bridge.

 1. Navigate to Services Service Directory.
 2. Click the name of your desired service and select the Settings tab. Scroll
    down to Coordinate Responders and Stakeholders and click Edit on the right.
 3. Enter the conference bridge information for your service. You must enter
    either a Conference Bridge Dial-In Number or Conference Bridge Meeting URL,
    or you may enter both options:
    * Conference Bridge Dial-In Number: Enter the phone number users will call
      into, if applicable. Phone numbers should be in the following format:
      415-555-1212,,,,1234#, where a comma (,) represents a one-second wait and
      pound (#) completes access code input.
    * Conference Bridge Meeting URL: Enter a meeting URL, if applicable.
 4. Click Save Changes.

When an incident is triggered on your service you will see the conference bridge
information in the web app and in email notifications.


EDIT A SERVICE-LEVEL CONFERENCE BRIDGE

 1. Navigate to Services Service Directory and select the service containing the
    conference bridge that you would like to edit.
 2. Select the Settings tab, scroll to Coordinate Responders and Stakeholders
    and click Edit to the right.
 3. Edit the Conference Bridge Dial-In Number and/or Conference Bridge Meeting
    URL, where applicable, and then click Save Changes.


DELETE A SERVICE-LEVEL CONFERENCE BRIDGE

 1. Navigate to Services Service Directory and select the service containing the
    conference bridge that you would like to delete.
 2. Select the Settings tab, scroll to Coordinate Responders and Stakeholders
    and click Edit to the right.
 3. Remove the Conference Bridge Dial-In Number and/or Conference Bridge Meeting
    URL, where applicable, and then click Save Changes.


MANUALLY ADD A CONFERENCE BRIDGE TO AN INCIDENT VIA ADD RESPONDERS

If you do not have conference bridge information added to your service, you can
use the Add Responders feature to input the conference bridge information.


> 🚧
> 
> ADD RESPONDERS REQUIREMENT
> 
> At this time, if you wish to manually add a conference bridge to an open
> incident, you will need to use the add responders feature. On the other hand,
> if you've configured a service-level conference bridge, you can add new
> conference bridge info when adding a bridge via Response Play.

 1. After an incident has been triggered, acknowledge the incident and click Add
    Responders.
 2. Select the Users and/or Escalation Policies you wish to add as a responder
    (required for this option).
 3. Under Add Conference Bridge, if you already have an account-level or
    service-level Conference Bridge configured, you can select it from the
    Select a Conference Bridge dropdown. If you do not already have one
    configured, you can add the details manually. You must enter either a
    Dial-in Number or Meeting link URL, or you may enter both options:
    * Dial-in Number: Enter the phone number users will call into, if
      applicable. Phone numbers should be in the following format:
      415-555-1212,,,,1234#, where a comma (,) represents a one-second wait and
      pound (#) completes access code input.
    * Meeting link URL: Enter a meeting URL, if applicable.
 4. Click Save.

Requests will be sent to responders, who can review conference bridge details on
the incident details page and in the responder email notifications.


AUTOMATICALLY ADD A CONFERENCE BRIDGE TO AN INCIDENT WITH A RESPONSE PLAY


> 📘
> 
> NOTE
> 
> Response Plays are available on Business and Digital Operations plans. Please
> contact our Sales team if you are interested in the Response Plays feature.


CREATE A RESPONSE PLAY WITH A CONFERENCE BRIDGE

Adding a conference bridge to a response play allows you to easily mobilize
responders with the click of a button. You can do this automatically at the
service level, or for individual incidents. Please read our section Create a
Response Play for instructions on adding a conference bridge to a response play.


RUN A RESPONSE PLAY WITH A CONFERENCE BRIDGE

Once you've created the response play, you can configure the play to run
automatically at the service level for all incidents that are created on that
service. You can also allow your responders to run the response play on demand.
This will allow them to run Response Plays for individual incidents.


JOIN A CONFERENCE BRIDGE AS A RESPONDER

Conference bridge information is available within incidents in the web app,
email notifications, Slack (if you have a Slack integration configured) and via
voice call. When referencing the web app, email notifications and Slack,
responders will need to manually dial into the conference bridge or click its
link. For voice call notifications, responders have the option of using the One
Touch To Join feature.


CONFERENCE BRIDGE INFORMATION IN THE WEB APP


CONFERENCE BRIDGE INFORMATION IN EMAIL NOTIFICATIONS


CONFERENCE BRIDGE INFORMATION IN SLACK NOTIFICATIONS


CONFERENCE BRIDGE INFORMATION IN VOICE CALL NOTIFICATIONS

When responders receive voice call notifications, they will hear the following
prompt:

"PagerDuty Alert. Please help me with [Incident Title]

Press [#] to accept
Press [#] to decline"


> 📘
> 
> NOTE
> 
> Numbers used to accept or decline may vary.

By default, they will not be able to receive conference bridge information in
the voice call. Once accepted, they will then need to check the incident in the
web app, an email notification or a Slack notification to obtain the conference
bridge information and enter the bridge manually.

If you would like responders to be able to join conference bridges via voice
call notifications, you can opt to use our One Touch To Join Conference Bridge
add-on feature.


ONE TOUCH TO JOIN CONFERENCE BRIDGE


> 📘
> 
> NOTE
> 
> One Touch to Join Conference Bridge works with Conference Bridge and Add
> Responders, which are features available on Business and Digital Operations
> plans. Please reach out to our Sales team if you are interested in a plan with
> these features.

The One Touch To Join Conference Bridge feature enables rapid response team
assembly by giving responders a push-button means of joining a conference
bridge. This feature relies on two core PagerDuty Platform features: Conference
Bridge and Add Responders. When responders are added to an incident and receive
a voice call, they will receive the option to “Join the bridge” which will
immediately add them to the conference call. The One Touch To Join Conference
Bridge solution works with your existing direct-dial conference bridge provider
and reduces effective time-to-engage and resolution time for major incidents.


CONFIGURE ONE TOUCH TO JOIN CONFERENCE BRIDGE

 1. Configure a conference bridge.
 2. Responders must have:
    a. A phone number listed in the Contact Information tab of their PagerDuty
    user profile.
    b. A high-urgency notification rule in the Notification Rules tab using this
    phone number in their user profile.

 3. During an incident with a conference bridge, add responders by using the Add
    Responders feature, or at-scale with Response Plays.

Any requested responder with the above configuration will receive a voice call
with the following phrasing:

"PagerDuty Alert. Please help me with [Incident Title]

Press 1 to join the bridge
Press 2 to accept the request
Press 3 to decline the request"

The following table lists the effects of each response to the voice call:

Response to Voice CallResultResponder StatusConference Bridge ImpactIncident
Timeline1 - Join the BridgeResponder joins the bridge and the Responder Request
is accepted.Responder Status is marked as Engaged, as per the icon on the
Responders box in the Incident Detail page.Responder automatically joins to the
bridge for the incident. No manual dialing required.An Incident Timeline entry
is created showing when the Responder joined the call.2 - Accept the
RequestResponder Request is accepted.Responder Status is marked as Engaged.The
responder will have to manually dial into the bridge and their participation
will not be visible on the Timeline.An Incident Timeline entry is created
showing this accepted request.3 - Decline the RequestResponder Request is
declined.Responder Status marked as Declined.

If the added responder is part of an escalation policy, the responder on the
next escalation policy level would be paged with an Add Responder request.NoneAn
Incident Timeline entry is created showing this declined request.No
AnswerResponder Request is unanswered.Responder Status remains marked as
Pending.

If the added responder is part an escalation policy, the responder on the next
escalation policy level would be paged with an Add Responder request.NoneNone

Whenever a responder who has joined the bridge via One Touch To Join disconnects
or the overall bridge call ends, the Incident Timeline will reflect these
departures as well. This information can then be used in incident analysis using
the Postmortems feature.

You can add as many responders to your conference bridge as your conference
provider allows. One Touch To Join calls will disconnect after two hours. Should
the responder still need to participate, they can manually redial the bridge
based on the conference details attached to the PagerDuty incident.

If a responder misses a voice call, PagerDuty will attempt to reach them using
each of the configured contact methods used by their high-urgency notification
rules. We recommend that at least two contact methods are configured so that if
a notification for one channel is missed, context is provided in the other
channel. Thus, if the voice call is missed, the responder will still be able to
manually join the conference bridge using information found in the web app,
email notification or Slack message, but they will not be able to use One Touch
To Join.


SUPPORTED COUNTRIES AND PRICING

The One Touch To Join feature is supported in over 30 of our highest responder
countries. We’ve classified countries into two groups: Base or Premium (listed
in table below). The One Touch To Join feature is available when:

 * The conference bridge is hosted in a Base country, and
 * The phone numbers of requested responders are for Base or Premium locales.

Base CountriesPremium Countries*Australia
Canada
China
Germany
India
Japan
Luxembourg
Mexico
New Zealand
United Kingdom
United StatesAll Bridge Based Countries
Argentina
Brazil
Bulgaria
Costa Rica
Czech Rep.
France
Guatemala
Hungary
Indonesia
Ireland
Israel
Netherlands
Nigeria
Pakistan
Philippines
Poland
Russia
Singapore
South Africa
Spain
Sri Lanka
Taiwan
Ukraine

*One Touch To Join works with conference bridges hosted in Base countries only.

Updated 6 months ago

--------------------------------------------------------------------------------

Learn more

 * Add Responders
 * Response Plays

Did this page help you?
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 * Table of Contents
 * * Create an Account-Level Conference Bridge
     * Edit an Account-Level Conference Bridge
     * Delete an Account-Level Conference Bridge
   * Create a Service-Level Conference Bridge
     * Edit a Service-Level Conference Bridge
     * Delete a Service-Level Conference Bridge
   * Manually Add a Conference Bridge to an Incident via Add Responders
   * Automatically Add a Conference Bridge to an Incident with a Response Play
   * Join a Conference Bridge as a Responder
     * One Touch To Join Conference Bridge








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