IncidentLive Become a pilot team

Just call. IncidentLive opens the incident.

At the machine, on the night shift or on the road, nobody wants to type a ticket. With IncidentLive, people report an incident by phone: they say what happened, what is affected and since when. IncidentLive opens the incident from their own words and judges how urgent it is. Calls come in through your phone system, Microsoft Teams or Twilio.

Become a pilot team See how a call works
  • Speech turned into text on your own server
  • Knows who is calling
  • German and English

How a phone call becomes an incident

The caller only needs a phone. IncidentLive asks the questions, writes down the answers and opens the incident, while your team gets on with the fix.

What IncidentLive does

  1. Call

    Someone calls the number

    A short internal number on your phone system, a contact in Microsoft Teams or a Twilio number. The caller hears German or English.

    IncidentLive: Recognises the caller by the numbers people added to their profile.

  2. Talk

    Three short questions

    What happened, what is affected, since when. Up to a minute for each, ended by a pause or the hash key. Or, if you prefer, one free message of up to three minutes.

    IncidentLive: Turns the answers into text on your own server.

  3. Urgency

    How urgent is it?

    By default, IncidentLive judges the severity from what the caller said, for example whether a line stands still. If you prefer, callers press a key instead: 1 for very urgent up to 4 for low.

    IncidentLive: Sets the severity and shows how it was decided. Your team can change it at any time.

  4. Done

    The incident is open

    In the caller's name, with a title from their first sentence and the call as the first entry on the timeline. The caller gets the incident number by email.

    IncidentLive: If the same problem is already open, adds the call to that incident instead of opening a second one. From here, everyone can ask the incident instead of the caller.

Made for the people on the line

Problems are often noticed first by people who are not at a desk: on the shop floor, in the warehouse, on call at night. A phone call is the fastest way for them to report one, and it gives your team the same facts as a written ticket.

Knows who is calling.

Everyone adds up to three phone numbers to their profile. A call from one of them opens the incident in that person's name. Calls from unknown or withheld numbers go to triage, where your team decides.

  • The caller's number is stored only masked
  • At most five calls per number and hour
  • Several calls about the same problem end up on one incident, not on five
  • A call opens an incident or adds to one, nothing else: no automation

The words stay with you.

By default, speech is turned into text on your own server, not in someone else's cloud. With Twilio, each recording stays there only until IncidentLive has fetched it, or you switch on Twilio's own speech recognition and nothing is recorded.

  • Works with German and English callers
  • What the caller said is checked for passwords and keys before it is saved
  • The title comes from the caller's words, never made up

Want your early shift to report problems with one call?

Become a pilot team

Your phone system, Microsoft Teams or Twilio

IncidentLive takes calls where your people already make them. Twilio is one way, not a must.

  • Your phone system

    Connect IncidentLive to your phone system, on site or in the cloud, and give it a short internal extension. People call it like a colleague, from any desk phone or mobile on your system.

    • PBX on site
    • Cloud PBX
    • SIP

  • Microsoft Teams

    People call IncidentLive right from Teams, for example saved as a contact, and an auto attendant or call queue can forward to it too. And in Teams chats, IncidentLive answers questions about the incident.

    • Teams Phone
    • Teams chat

  • Twilio

    No phone system to connect? Take a number at Twilio and connect it under Administration, Phone. IncidentLive tests the connection, and people call the number directly, from any phone.

    • Twilio
    • Any phone

Questions about reporting incidents by phone

Do we need Twilio?

No. IncidentLive connects to your phone system or to Microsoft Teams. Twilio is an option if you want a phone number without touching your phone system.

Does IncidentLive work with our phone system?

Yes, phone systems on site or in the cloud can be connected over SIP and give IncidentLive an internal extension. To recognise who is calling, the phone system has to pass on the caller's own number instead of the company's main number.

Can people call from Microsoft Teams?

Yes. People call IncidentLive from Teams like any other number, for example saved as a contact or speed dial. Your Teams administrator can also forward an option of an auto attendant or a call queue to it.

Who decides how urgent an incident is?

By default, IncidentLive judges the severity from what the caller said, for example whether a line stands still or customers are affected. If you would rather leave it to the caller, they press a key instead: 1 for very urgent up to 4 for low. Either way, your team can change the severity at any time.

What if several people call about the same problem?

IncidentLive notices that the calls are about an incident that is already open and records each one on its timeline, with who called and what they said. Nobody has to merge duplicates, and the team sees how many people are affected.

Where is the speech turned into text?

On your own server, by default. With Twilio, IncidentLive fetches each recording, writes it down and then deletes it at Twilio. If you prefer, Twilio's own speech recognition can be switched on per number: then nothing is recorded, but the caller's words are processed by Twilio.

What happens when someone unknown calls?

Calls from numbers nobody has added to their profile, and calls with a withheld number, go to triage. Your team reads what was said and decides whether it becomes an incident.

Can someone pretend to be a colleague?

Caller numbers can be faked. A call with a faked number of a colleague would open an incident in their name, and that colleague gets an email about it. A call never does more than open an incident or add to one.

Which languages do callers hear?

German or English, chosen per number. Speech recognition understands both.

Does IncidentLive have to be reachable from the internet?

Not with your own phone system or Teams: the calls can stay inside your network. With Twilio, only the part that takes the calls has to be reachable, because Twilio has to reach it. The rest of IncidentLive stays on your internal network.

From the first call to the report

  • Ask the incident

    Once the incident is open, support, product and management ask IncidentLive instead of the people fixing it, and get answers with sources.

    More about IncidentLive

  • 8D report

    The call is the first entry on the timeline the 8D report is drafted from.

    • IATF 16949
    • VDA
    More about the 8D report

  • NIS2 reports

    The time of the call shows when you learned about the incident, and when the NIS2 deadlines start.

    • NIS2
    • BSI
    More about NIS2 reports
Become a pilot team

Let's try it with your incidents.

We're looking for a few pilot teams. If problems in your company are often reported by phone, or should be, tell us about your setup and we'll get IncidentLive running with you.

We use your details only to answer your request. Privacy policy

Or write to incident-live@vensas.de

or call +49 681 30984780

  1. You get in touchTell us which tools and which phone system you use, and how incidents run for you today.
  2. We set it up with youOn your own servers, connected to your phone system, Teams or a Twilio number.
  3. Your team tries it on real incidentsThe next problem on the line is one phone call away from an incident.