The delivery of the Caller ID as configured is best effort only and cannot be guaranteed. That is, a configured Caller ID may be altered when the call is delivered to the handheld device. This is a general aspect of the global telephony space and not due to Everbridge or the telephony operators that we use.
Topic
Everbridge Caller ID Best Practices.
Description
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.
Caller ID Best Practices
Acquiring a Phone Number for Sender Caller ID
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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.
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The Caller ID should be a phone number that is either owned/managed by the Organization or one that is provisioned by Everbridge.
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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 article EBS: Caller ID Phone Number Registration in Everbridge Suite for details.
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If the phone number being used for Caller ID is one that is provisioned by Everbridge, then this responsibility is on Everbridge.
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Mobile vs. Landline Phone Numbers for Caller ID
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If you experience issues with the delivery of phone call notifications when using a landline phone number as the caller ID, consider using a mobile phone number instead.
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Some Organizations have reported that when using a mobile phone number as the caller ID, all contacts receive the phone call notification, while using a landline phone number results in most contacts not receiving the notification.
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If you prefer to use a landline phone number, you may need to register it with the appropriate carriers in your country to ensure it is not being flagged as spam.
Notes
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The delivery of the Caller ID as configured is best effort only and cannot be guaranteed. That is, a configured Caller ID may be altered when the call is delivered to the handheld device. This is a general aspect of the global telephony space and not due to Everbridge or the telephony operators that we use.
- If your call recipient has call forwarding configured on their phone, then the chances of the caller ID being kept in tact when the call is forwarded to the specified number decrease.
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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.
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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.
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