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EBS: Contacts Are Showing the Delivery Result of 'The number is unavailable' When Sending a Conference Bridge Notification in Everbridge Suite

Updated
Terry Branoff
Optimized Resolution Standard Resolution High Resolution

Problem

When sending a conference bridge notification in Everbridge Suite, some or all contacts may show the following delivery result for the voice path:

The number is unavailable

Root Cause

This delivery result commonly occurs when the notification setting for Interval between delivery methods is set to 0 min(s), and the contact is reached via both text (SMS) and voice paths.

In this scenario, the contact's device receives a phone call and a text message at exactly the same time. Many devices and/or networks cannot reliably handle both paths being received simultaneously, which can cause the voice call leg to fail and return the result The number is unavailable.

Solution

Increase the Interval between delivery methods to at least 1 minute. This gives the phone sufficient time between delivery paths so the device does not have to process the SMS and voice call at the exact same moment.

This change ensures that the phone call and SMS are delivered sequentially, minimizing the risk of missing the call. It also allows the device to manage each communication method independently, helping to ensure that both the text message and phone call are received and processed correctly by the recipient's device.

To validate that delivery timing is working as expected across channels (email, SMS, and voice), you can:

  • Run one or more test conference calls using your updated interval settings.

  • After each test, export the conference call report.

  • Review the report to compare email, SMS, and voice send/delivery timestamps, as well as the per-recipient call attempt times, to confirm that each channel is being delivered within the expected time window and in the intended sequence.

If Everbridge confirms that the conference bridge remained stable but a specific contact continues to receive The number is unavailable while others do not:

  • Share additional instances (notification IDs, timestamps, and which recipients were affected) with Everbridge Support so that provider-side investigation can continue.

  • Engage the affected recipient's carrier or network provider to investigate why that contact's call leg is being dropped or reported as unavailable.

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