let's create a notification preference rule to use whenever an escalation ticket is raised from the on call notification preferences tab on the schedule page select create new to create an escalation rule first we'll give the rule a name we can Define several combinations of active days and hours for our rule for the example we'll set our time from 8:00 in the morning until 5:00 in the evening and choose the work days Monday through Friday we also want to add three types of notification by selecting the add new link three times we'll save this then choose our delivery channels to do this we'll select edit and under the emails tab select add new Under the phone numbers tab we'll do the same first let's add a primary SMS notification and input the number and for a secondary notification We'll add a call notification and input that number as well we can add more later if we have the need now we'll select save and our notification preferences set