Dispatch incoming telephone voicemails/SMS messages from Twilio according to a PagerDuty on-call schedule
Based on sample code published in February 2012 by David Hayes (see Triggering an alert from a phone call (code sample))
Uses Google App Engine with PagerDuty for on-call scheduling and Twilio for telephone/SMS handling.
This version improves upon the sample code in a few ways:
The phoneduty application is configured in Twilio as a TwiML app to handle incoming telephone calls or SMS messages to a Twilio phone number.
GET http://{appname}.appspot.com/call?service\_key={service\_key}(&greeting={greeting})
Return TwiML instructing Twilio to speak a greeting to the caller and record a message. If the caller leaves
a message, generate a PagerDuty incident for the service identified by
service_key. The incident will contain the caller's phone number and a
shortened link to the recording.
Example:
GET http://{appname}.appspot.com/sms?service\_key={service\_key}
Generate a PagerDuty incident for the service identified by service_key.
The incident will contain the sender's phone number and the SMS text.
Example:
GET http://example.appspot.com/sms?service\_key=1234567890abcdef1234567890abcdef
PagerDuty service API key; a 32-digit hexadecimal string corresponding to a PagerDuty service created using the "Generic API system" service type.
Example:
service_key=1234567890abcdef1234567890abcdef
A URL-encoded text greeting to be spoken by Twilio. If not specified, the default greeting is "Leave a message to contact the on call staff."
Example:
greeting=Leave+a+message+to+contact+the+server+administrator+on+call.
Create a new Google App Engine application, and remember the application name; example: example.appspot.com
Edit app.yaml and change "new-project-template" to your application name, then upload the application using appcfg.py update (see Uploading, Downloading, and Managing a Python App)
Create a new PagerDuty service using the "Generic API system" service type; note the resulting 32-digit hexadecimal Service API key; example: 1234567890abcdef1234567890abcdef
In Twilio, create a new TwiML App (see Create App)
Change the Voice request type for the new app from POST to GET
Set the Voice request URL to your application for receiving voice calls, for example (remember to replace "example" with your application name, and service_key with your PagerDuty service API key):
http://example.appspot.com/call?service\_key=1234567890abcdef1234567890abcdef
Change the SMS request type from POST to GET
Set the SMS request URL to your application for receiving SMS messages, for example (remember to replace "example" with your application name, and service_key with your PagerDuty service API key):
http://example.appspot.com/sms?service\_key=1234567890abcdef1234567890abcdef
Try calling your application using the Twilio Client and verify it creates a PagerDuty incident successfully.
In Twilio, create a new number and associate it with your application for Voice and SMS.
For additional on-call numbers, use the same Google App Engine application, but specify a new PagerDuty service, TwiML app, and Twilio number.
Voice:
SMS:
GET http://example.appspot.com/sms?service\_key=11111111111111111111111111111111
Voice:
SMS:
GET http://example.appspot.com/sms?service\_key=22222222222222222222222222222222
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