EBS: What Are the Best Practices for Sending Notifications to an Extension Phone in Everbridge Suite?

Question:

What are the best practices for sending notifications to an extension phone in Everbridge Suite?

Answer:

Phone Number With Extension & Pause

Contacts can be reached at an extension number by following the steps listed below:

  1. Log in to the Manager Portal and select the desired organization from the upper right-hand corner.
  2. Click the Contacts tab from the top of the page.
  3. Click the pencil icon next to the desired contact.
  4. From the Delivery Methods pane, click the extension phone prompt from the Add a delivery method dropdown menu.
  5. Choose the country and enter the phone number in the Device address text box.
  6. Enter the extension number in the Ext. text box.
    1. To add a half second of wait time before the extension is dialed, enter a comma before the extension number.
    2. In the example pictured, four commas have been added before the extension, which will result in a two-second pause before the extension is dialed.
  7. Click Save.

Extending the Call Answered Processing Phase

Once the last digit of the extension is dialed, the Everbridge system will wait five seconds and assume the call has been answered and will begin its processing phase (detecting voicemail or human, play greeting, play message, etc.). If more time is needed (e.g. a contact's voicemail does not answer until eight seconds after the extension is dialed), commas may be added after the extension. As an example, adding six commas after the extension would result in the system waiting a total of eight seconds before beginning its processing phase.

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