Question

How do contacts confirm receipt of a voice notification if they missed the call?

Answer

Everbridge records a voice confirmation in one of two ways while the notification is still active:

• The contact answers a live call and presses the configured confirmation key when prompted (for example, "Press 1 to confirm").

• The contact receives a voicemail that includes callback instructions (a phone number and numeric ID/PIN), then calls that number and enters the ID/PIN while the notification is still active.

Depending on settings within your organization and the specific notification, your contact may or may not be able to confirm receipt of a voice notification if they missed the call.

• If a contact receives no voicemail message at all or the voicemail message does not contain callback instructions like:

To confirm your receipt of this message, please call (phone number) and enter (numeric ID).

In this case, the contact will not be able to confirm the voice notification over the phone from that missed call. They may still be able to confirm through other delivery methods (such as email, SMS, or the Everbridge Mobile App) if those were used for the notification.

• If a contact receives a voicemail with the above callback information and calls the phone number and enters the numeric ID/PIN specified in the voicemail message while the notification is still active, then they will be counted as "confirmed." If any contact attempts to confirm after the notification has ended (either manually or because the broadcast duration has expired), they will be notified when calling that their response is no longer required.

For additional information on Everbridge voicemail messages, see knowledge article EBS: What Happens When a Notification From Everbridge Is Sent to Voicemail?