Topic

Troubleshooting missed delivery methods in Everbridge Suite.

Description

Notifications can send to multiple delivery methods (e.g., phone, SMS, email, mobile push alert, etc.). At times, some delivery methods are missed (e.g., phone and SMS are used but not email or mobile push alert). Here are some potential reasons for missed delivery methods and how to troubleshoot them.

Delivery Method Not Used

Check if the delivery method in question was used by the Notification itself and not just in the Organization default settings for Notifications. 

1. Log in to the Everbridge Manager Portal and select your Organization
2. Select Communications > Notifications > Active / History
3. Select the Title of the Notification
4. Select the Settings tab
5. Verify if the missing delivery method was used in the Notification under Delivery Methods

Quick Confirmation by Another Delivery Method

When a recipient confirms the receipt of a Notification before receiving that Notification via all delivery methods, their contact cycle ends and not all Notification delivery methods are used.

In the example below, note that six delivery methods were defined for the Notification but the users confirmed by 'Text' (the 2nd delivery methods), so the remaining methods were not used. 

1. Log in to the Everbridge Manager Portal and select your Organization
2. Select Communications > Notifications > Active / History
3. Select the Title of the Notification
4. Select the Settings tab
5. Verify what Delivery Methods were defined for the Notification
6. Select the Delivery Details tab
7. Note which Delivery Method was used to confirm message receipt under Confirmed Method
8. Subsequent delivery methods will not be used once the message has been confirmed

Notification Ended Before All Delivery Methods Were Used

When the broadcast duration of the entire Notification is not long enough, not all delivery methods may be used.

For example, in the Notification below, the broadcast duration is 60 minutes, but it uses seven delivery methods with 10-minute intervals between them, so the total time required to use all seven delivery methods is 70 minutes. This means that the final delivery method will be missed.

1. Log in to the Everbridge Manager Portal and select your Organization
2. Select Communications > Notifications > New Notification > Settings

Contact Path Is Not Defined

This means that the Contact lacked a value for that delivery method. For example,

• Their email address has a typo.
• Their extension phone number lacks an extension.
• Their mobile phone number was entered incorrectly.
• They never had a value for a certain delivery path. You can add one manually or via contact upload.
• Someone removed the value. An Account Administrator can generate a Contact Management Event Log report to see if this is the case. See knowledge article EBS: Event Log Report for Security and Contact Management Events in Everbridge Suite for information on running this report.
• Delivery methods are not configured properly and/or a contact upload did not load delivery method values properly. See the next three sub-sections.

Delivery Method Is Not Enabled

If it is not possible to add a certain delivery method to a Contact, check if the delivery method is enabled in the Organization settings as described in knowledge article EBS: Creating and Using Delivery Methods in Everbridge Suite. Once enabled, you can add the delivery method to a Contact.

A Contact Upload Did Not Load Delivery Method Values

Check the latest contact upload to your Account or Organization to identify if delivery method values were present. For example, in the screenshot below, one Contact is missing an email address in the upload file.

A Contact Upload Mapped Delivery Method Values to the Wrong Codes

Check the latest contact upload to your Account or Organization to identify to which codes those delivery methods are mapped.

For example, in the screenshot below, emails are in the "Email Address 1" column; if that email delivery method is mapped to the "Email Address 2" code in Everbridge Suite, then these emails will not be loaded. 

For more information on configuring delivery methods, see knowledge articles EBS: Creating and Using Delivery Methods in Everbridge Suite and EBS: Sending Notifications to Delivery Methods in a Specific Order in Everbridge Suite.