Topic

Everbridge Caller ID Best Practices.

Description

Disclaimer: The screenshots provided for conceptual illustration utilize the Everbridge 360™ user interface. Please note that the settings depicted remain consistent irrespective of the user interface deployed.

Everbridge features the ability to set the caller ID number (also known as, Calling Line Identification, or CLI) for voice messages delivered via phone lines. Setting an appropriate caller ID can increase the likelihood that contacts will receive voice notifications.

When setting a caller ID, keep the following in mind:

• The caller ID should be a valid phone number that can be called back if needed. Invalid numbers (e.g., 555-555-5555, 123-456-7890) can be rejected by telephone service providers and result in the notification not reaching recipients.
• The caller ID should include the local number, without the specific 1 to 4 digit country code (Everbridge will add the international codes automatically when sending the notification).
• The caller ID value selected as Default will be used when sending notifications to any country not listed.

Once contacts are aware of the phone number used for notifications, contacts can set an alias or create a contact on their devices for the organization's messages, such as the one shown to the right. It is recommended to create notification templates and send test messages regularly to ensure users are prepared when the time comes to send critical notifications.

It is also recommended to contact the telephone company that provisioned the phone number used for the organization and inquire about registering the organization's name as the caller ID. Some telephone companies use a caller ID lookup database to display a caller's name instead of their number (such as "Everbridge" instead of "818-230-9700"). For additional details, please see knowledge base article EBS: How to Substitute Alphanumeric Caller IDs for Voice Calls in Everbridge Suite.

Creating Sender Caller IDs

Everbridge Suite provides the ability to set the caller ID number for notifications sent via phone. Setting an appropriate caller ID can increase the likelihood that contacts will receive voice notifications.

1. Log in to the Everbridge Manager Portal and select your organization
2. Select Settings > Organization >Notifications > Sender Information
3. Optional: To specify custom values when sending notifications, toggle Allow Sender Override
4. Under the Sender Caller ID section, select the relevant Country from the drop-down
5. Enter the Caller ID number
6. Click Save 

Editing Sender Caller IDs for Individual Notifications

1. Log in to the Everbridge Manager Portal and select your organization
2. Select Communications > Notifications > New Notification
3. Create the notification
4. In the Settings pane, hover over View next to Sender caller ID to see the current caller IDs
5. Click Edit to change the Sender caller ID for that specific notification
6. Edit the Sender caller ID:
   1. The number must be a valid phone number for the country selected.
   2. The field will be grayed out if a user role does not have permission to edit. Contact the organization administrator to adjust permissions.
7. Complete and send the notification.

Caller ID Best Practices

Acquiring a Phone Number for Sender Caller ID

• The caller ID should be a valid phone number that can be called back by the recipients if needed. Invalid numbers (e.g., 555-555-5555, 123-456-7890) can be rejected by telephone service providers and result in notifications not reaching recipients.
• The caller ID should be a phone number that is either owned/managed by the organization or one that is provisioned by Everbridge.
• Ensure that the phone number used for caller ID is in good standing and has not been block listed as spam by any carriers. Please see "Understanding Spoofing, Block Listing, SPAM, and Registering" in knowledge base article EBS: Caller ID Phone Number Registration in Everbridge Suite for details.
  • If the phone number being used for caller ID is one that is provisioned by Everbridge, then this responsibility is on Everbridge.

Entering the Phone Number in Everbridge Suite

• The caller ID should include the local number, without the specific 1 to 4 digit country code (Everbridge will add the international codes automatically when sending the notification).
• The caller ID value selected as Default will be used when sending notifications to any country not specified with a custom caller ID.

Keep in mind that although Everbridge Suite will use the specified caller ID for each voice notification, some downstream carriers may alter or omit the caller ID value when delivering the voice call to the recipient's phone; we cannot guarantee that the sender ID specified is what will show up on the recipient’s device when the call is received.

Notes

• Although the Everbridge Suite platform will use the selected caller ID for each voice notification, some downstream voice carriers may modify or omit the caller ID value when delivering the voice call to the recipient's phone.
• When entering the Caller ID value for a specific Country, Everbridge just needs the phone number, excluding any local access codes, international access codes, or international country codes. The Everbridge Globally Local feature will automatically figure out the rest based on the country selection.
• If an invalid value is used for the sender caller ID, voice notifications may fail to be delivered. The call result "Not Delivered - Invalid Number" indicates either that the recipient's number is invalid, or that organization is using an invalid sender caller ID.

Related Knowledge Base Articles

• EBS: Caller ID Phone Number Registration in Everbridge Suite
• EBS: Troubleshooting Known Voice Call Limitations and Anomalies in Everbridge Suite
• EBS: What Is STIR/SHAKEN and How Does It Impact Everbridge Suite?