Question

Why does the call result Not Delivered - Duplicate Path under delivery details mean?

What happens if multiple contacts use the same delivery method value?

Answer

When a delivery method value is in multiple delivery methods of the same type (whether in one contact or multiple), the Everbridge platform will attempt it once and then recognize all others as duplicates. Note that the de-duplication mechanism applies to Delivery Methods of the same type only. For example, on the SMS channel, all SMS delivery methods such as SMS 1, SMS 2, SMS 3, etc will be considered together for de-duplication purposes. However, delivery methods that are not for the SMS channel, such as Voice 1, Voice 2, etc, would not be considered part of the de-duplication with the SMS channel even if the same number is used between these Delivery Methods.

Example 1 Marie and Fenton have separate contact records but share the same Home Phone. In this case, Fenton receives the notification on the Home Phone, but the Call Result for Marie shows that Home Phone is Not Delivered - Duplicate Path.

Example 2 Fenton has the same number for both the Home Phone and Cell Phone Delivery Methods. When a notification is sent, Fenton will receive a voice call and an SMS (assuming notification is configured to be sent to both) since de-duplication does not cross delivery channel types--in this case voice and SMS.