As per the "On-Call: Assign by Acknowledgement " workflow , On call schedule is not working accordin

[Prajwal Agrawal]

Description: We have OOB workflow "On-Call: Assign by Acknowledgement ", it is not working as expected.
We have on call schedule (On-call schedule - First Shift UKEGLBQLKASG) and three people are part of the schedule. As per the On call schedule, first person will receive communication and for him whatever preference is set for him then in work notes it is updating correctly but after that for second and third person it is updating as 'An attempt has been made to contact user  (by Voice)' only whether the on-call preference is set to something else(SMS, email).Ideally it should come whatever on-call preference has been setup

In this image for Prajwal on-call preference is set to SMS and email so it is coming correctly but for Aleesha and Majjada on-call preference is SMS,voice,email all but only voice is coming .
Note- If I am not setting any preference then also Voice is coming in working.

[Jason Nicholas]

Prajwal

Have you set all 3 preferences up in the schedules or is this just set to voice. You may need to add all 3 to the schedule and then the user preference should only allow whatever they have set.