In addition to MDR email alerts, users will receive automated phone call notifications. This feature can be activated once the user provides contact information in their Trend Vision One console and selects the “Allow Calls” option. For detailed instructions on adding MDR contacts, please refer to this article: Setting up your Contact Information for Trend Micro™ Managed Detection and Response.

Once activated, users will receive an automated phone call notification whenever an alert is sent via email, based on their chosen options and setup.

Automated Call Options

Users will have the following options:

• Incident Alerts (Critical Severity)
  Automated calls for incident alerts are activated by default and will “call immediately” after an incident alert is sent.
• Non-Incident Alerts (High Severity)
  Automated calls for non-incident alerts are not activated by default. Users can request activation during the MDR onboarding session or file a request via Business Success Portal (BSP). For best practice, it is recommended to set the call to trigger "one hour later" after the non-incident alert is sent.
   

  The automated call for non-incident alerts will only trigger if the user does not respond to the alert within one hour of it being sent. If the user responds within the hour, the automated call will not be triggered.

The automated phone call will follow the contact list provided by the customer in Trend Vision One, starting with the primary contact and proceeding consecutively through the list until someone answers. The process will make a maximum of two rounds through the contact list if no one answers before ending the call attempts.

Automated calls are active 24/7 and can be triggered at any time an alert is sent. They cannot be configured to operate only during specific hours (e.g., work hours only).