Last updated: 2023-11-24

Source: https://support.freshservice.com/support/solutions/articles/50000009364-configuring-phone-numbers-correctly

Summary

Before you create an on-call schedule that includes SMS and/or phone calls as notification channels, ensure that the contact numbers of agents to be mapped to an on-call schedule are in the right format.

Process

A valid number:

  • Starts with +
  • Has a valid country code
  • Can have space, comma, dot, (), -

    • Examples of correctly formatted phone numbers:

  • +11234567890
  • +1 (123) 456-7890
  • +1 123 456 7890
  • +1 123.456.7890

    • Examples of incorrectly formatted phone numbers:

  • 1234567890
  • 11234567890
  • 0011234567890
  • (123)456 7890

    • When both – mobile and landline (work) numbers  – are available, the On-Call Management module will first reach out to the mobile number.

    Next>> Create an on-call schedule