To send On-call escalation notifications as SMS or voice messages, you must configure use Notify. One important application is sending messages when an incident is assigned.

Configure the following items to use Notify with On-Call Scheduling:
  • You must add at least one Notify phone number to the On-Call Group number group. This group is configured by default to handle inbound SMS responses (via On-Call: Check Assignment Response) that accepts or rejects an on-call assignment and to handle outbound voice calls (via On-Call: Assign by Acknowledgement Voice) to accept or reject assignments.
  • You must configure workflows, such as the On-Call: Assign by Acknowledgement to drive escalations via SMS and Voice.

To set up SMS and voice message as contact methods, see Set up Notify with On-Call Scheduling