Setup contact to receive emails or voice calls only during an Escalation
To setup contact for receiving mails or voice calls only if there is an escalation, you will have to create two different user groups.
For example, lets say Group 1 has contact A and their number and other details are configured. He will be the first level of contact for notification. Another Group 2 with contact B associated can be created and mapped as the contact for escalation
Please follow the steps given below to map user group 2 for escalations only:
Admin > Config profiles > Notification profile > Duration of Downtime for Escalation
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