EBS: Understanding Call Result Messages for Notifications in Everbridge Suite

Explanation

Delivery path was disabled using the quiet time settings.

No contact path defined.

De-Dup is enabled and there were multiple contacts with the same contact path information.

Conference broadcast has restriction on max contact count.

Broadcast expired prior to attempt.

Explanation

Message was initiated.

The confirmation was received for email notification.

Recipient's email/SMTP path is on the unsubscribe list.

Investigate why the email was not delivered to resolve and resend/rebroadcast the notification.

Explanation

Message was initiated.

Message delivered to recipient’s mobile carrier.

Message delivered to recipient's device. Note that not all carriers support this.

The confirmation was received for SMS notification.

Recipient called in to confirm receipt of message.

Recipient's SMS path was skipped in preference for email delivery path.

The contact path is invalid. Typically, this will occur if the phone number (i.e. SMS, voice, fax, pager) is a number that is not considered valid for the given country.

Phone call attempt was placed into voice throttling queue, when time came for the phone call to be made the contact had already confirmed via a different delivery path.

Recipient's SMS path is on the unsubscribe list.

Message unable to be delivered within 24 hours.

Message was rejected by the recipient's mobile carrier or SMS Operator.

Error received from recipient’s mobile carrier or SMS Operator.

Could not be delivered due to internal Everbridge error.

Message could not be delivered due to invalid number. For example, number is landline that does not accept SMS messages.

See knowledge article EBS: Understanding SMS Call Results in Everbridge Suite for details about SMS Call Results.

Explanation

Placing the phone call.

Successfully played the message to recipient.

We detected a machine, and played the message and confirmation information (if confirmation is enabled).

Recipient pressed button to confirm, or made polling selection.

Recipient called in to confirm receipt of message.

Recipient pressed button to join conference, joined the conference, and has now left the conference, or the conference ended.

Recipient pressed button to decline joining conference bridge or pressed button to unsubscribe from further phone notifications.

Recipient pressed button to join conference, and is currently on conference bridge.

The contact path is invalid. Typically, this will occur if the phone number (i.e. SMS, voice, fax, pager) is a number that is not considered valid for the given country.

Recipient's phone path is on the unsubscribe list.

Calls to this phone number are prohibited by Everbridge policy.

The recipient's phone may be switched off or out of range, or unavailable for some other reason. This can also happen if a recipient is blocking calls from the Sender Caller ID associated with the notification call.

Any other error that occurs when completing the call through the telephony provider. The most common cause of this error is that the caller ID does not adhere to the rules and regulations in the destination country. Be sure you are using an appropriate caller ID for the countries you are calling. See knowledge article EBS: Troubleshooting Known Voice Call Limitations and Anomalies in Everbridge Suite for more information.

Temporary failure with the downstream network; may be indicative of network congestion or lack of available phone line capacity at time of call. To help reduce the impact of local or business telephone capacity limitations on call delivery, please view the following article: Call Throttling.

The call could not be attempted due to an error in the platform.

We detected a recipient, played the greeting, and asked for the security code. The recipient failed to enter the correct code multiple times, so we said goodbye and hung up.

Telephony provider indicated that the number is not valid.

Received busy signal from provider.

The phone continuously rang for 60 seconds with no answer (possibly due to no answering machine or voicemail). This could also be indicative of certain voice filtering software/settings, such as spam call filtering, which may cause the call not to ring on the subscriber's phone.

Received out of service signal from provider.

We detected a human, but they hung up before we finished playing the message.

We detected a machine, but it hung up before we finished playing the message or confirmation information (if confirmation is enabled).

We detected a machine, but broadcast settings prohibit leaving a message, so we hung up.

1. Depending on the specific response code received back from the downstream carrier, our system will retry certain voice calls. We will retry a call up to two times, for a total of three attempts including the initial attempt, at 15 second intervals each. Note that the call result shown for a call is based on the last attempt. For example, the first attempt may have yielded a call result of Downstream Temporary Error, the second attempt may have yielded a call result of Downstream Communication Error, and the third attempt yielded a call result of Line Busy. Since Line Busy is the result from the last attempt, this is what will be shown as the call result for the call as a whole.

Explanation

Message was initated.

The confirmation was received for mobile notification.

Could not deliver to device due to transmission error.

Could not be delivered due to internal Everbridge error.

Could not deliver notification to the Everbridge Mobile app; no device IDs are available for this contact; recipient removed account from the Everbridge Mobile app.

Could not deliver to device due to connector not being configured for GCM/APNS push service, or error push service type.

Could not deliver to device due to user having uninstalled the application or turned off notifications to cause GCM service to return unregistered device error code.

Explanation

Message was initiated.

Notification was delivered to recipient.

Recipient called in to confirm receipt of message.

The contact path is invalid. Typically, this will occur if the phone number (i.e. SMS, voice, fax, pager) is a number that is not considered valid for the given country.

Communication error, could not deliver to Remote device.

Could not be delivered due to internal Everbridge error.

Fax was not delivered - Line Busy. (error Code 4)

Fax was not delivered - Ringback was detected, but called party fax did not connect (answer) the call. (error Code 5)

Fax was not delivered - Fax was not detected on the receiving end. Receiving end was a voice answer or voice mail/answering machine.

Fax was not delivered - Disconnect occurred at some point during trasmission.

Explanation

Message was initiated.

Recipient called in to confirm receipt of message.

The contact path is invalid. Typically, this will occur if the phone number (i.e. SMS, voice, fax, pager) is a number that is not considered valid for the given country.

Received error from provider.

The call was disconnected before completing the delivery of message to pager.

Telephony provider indicated that the pager number is not valid.

Received busy signal from provider.

The call was connected (ringing) but not answered.

Received out of service signal from provider.

Explanation

Message was initiated.

Recipient called in to confirm receipt of message.

The contact path is invalid. Typically, this will occur if the phone number (i.e. SMS, voice, fax, pager) is a number that is not considered valid for the given country.

TTY gateway would not process message due to coding error. The message was not delivered to TTY device.

A person answered and not a TTY device.

Could not be delivered due to internal Everbridge error.

Number should be 10 digits.

Not connected, line busy.

The phone continuously rang for 60 seconds with no answer (possibly due to no answering machine or voicemail).

TTY number is no longer in service.

Answering machine answered the call.

Explanation

Message was initiated.

Delivered to TAP terminal.

Recipient called in to confirm receipt of message.

The contact path is invalid. Typically, this will occur if the phone number (i.e. SMS, voice, fax, pager) is a number that is not considered valid for the given country.

Communication error, could not deliver to Remote device.

Could not be delivered due to internal Everbridge error.