Use Notify connector for Microsoft Teams with Incident Communication Management

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Use Notify with an incident communication plan to start conference calls.

    The property com.snc.iam.enable_notify must be enabled in Notify Properties to make calls from major incident record.

    1. Navigate to Notify > Administration > Notify Properties.
    2. Check the option Enable Notify integration for Incident Communications Management. Entering phone number in 'com.snc.iam.notify_number' property is equivalent to setting this to true (com.snc.iam.enable_notify).

      Right-click on the "Enable Notify integration for Incident Communications Management. Entering phone number in 'com.snc.iam.notify_number' property is equivalent to setting this to true" text and click Edit Property to view the property details.

      Notify properties.

    3. Click Save.

    Start a conference call from an incident communication plan

    Initiate a conference call in Microsoft Teams from an incident communication plan so you can discuss the resolution of an incident.

    Antes de Iniciar

    Role required: incident_communication_manager

    Procedimento

    1. Navigate to All > Incident Communications Management > Open.
    2. Open the relevant incident communication plan.
    3. Click the Initiate Conference Call related link.
    4. In the dialog box, select the participants for the conference.
    5. After you finalize the participant list, click Start Call.

    Resultado

    A notification is sent to all the selected users in Microsoft Teams that a call is initiated. Each user can accept the call to join the conference call.

    As the host, you can view the users who have answered the call.

    Add participants to a conference call from the incident communication plan

    Add a participant to a conference call on a task record from the incident communication plan.

    Antes de Iniciar

    Role required: ia_admin, or admin

    Procedimento

    1. Navigate to Incident Communications Management > All.
    2. Open the relevant incident communication plan.
    3. Click the Conference tab.
    4. Click (+) Participants under Active Participants.
    5. In the dialog box, select the participants you want to add to the conference call.
    6. Click Add Participants.

    Resultado

    A notification is sent to all the selected users in Microsoft Teams that a call is initiated. Each user can accept the call to join the conference call.

    As the host, you can view the users who have answered the call.

    Mute a participant in a conference call

    Mute a participant in a conference call to avoid unnecessary background disruption.

    Antes de Iniciar

    This procedure assumes that there is an active conference call with one or more participants.

    Role required: ia_admin, or admin

    Procedimento

    1. Navigate to Incident Communications Management > All.
    2. Open the relevant incident communication plan.
    3. Click the Conference tab.
    4. Click Mute next to the participant name you want to mute.

    End a conference call made through an incident record

    As a host or a user with the incident communication manager role, you can end the conference call.

    Antes de Iniciar

    Role required: ia_admin or admin

    Procedimento

    1. Navigate to Incident Communications Management > All.
    2. Open the relevant incident communication plan.
    3. Click the Conference tab.
    4. Click End Conference Call.

    Resultado

    When you end a call, only the host (bot) exits the call. The other participants still stay in the call until they manually disconnect. After the host (bot) exits the call, call details are no longer logged.