---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Setting up SMS and voice messaging as contact methods

# Setting up SMS and voice messaging as contact methods {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
To send On-call escalation notifications as SMS or voice messages, you must configure Notify.  
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.
{#c_UseNotifyWithOnCallScheduling__ul_lxc_hzt_rs}

To set up SMS and voice message as contact methods, see [Set up Notify with On-Call Scheduling](https://www.servicenow.com/docs/access?context=t_SetUpNotifyWithOnCall&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
**Related topics**   

* [On-Call Assign by Acknowledgement workflow](https://www.servicenow.com/docs/access?context=c_OnCallAssignByAckWorkflow&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
* [Controlling the on-call communication channel with Notify](https://www.servicenow.com/docs/access?context=c_OnCallNotifyForceCommChannel&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)