Problem

Some callers are listed without names in active SMART Conference Bridges and are listed by their phone numbers or extensions instead.

Everbridge only lists callers by name in active SMART Conference Bridges if they are included in the recipient list for that conference notification. If a caller is not included in the recipient list, they will be listed by the phone number or extension they used to call in.

Solution

Include all appropriate recipients in every SMART Conference Bridge communication so that potential callers are recognized and displayed by name instead of only by their phone number or extension. Also verify that your organization's phone/extension mapping (for example, in Microsoft Teams or your telephony system) is accurate so that any calls identified only by number will display the correct associated name.

Workaround

If the recipient list cannot be updated before a conference and some callers may appear by a number or an incorrect name, you can:

• Use the conference bridge controls in Everbridge (for example, mute/unmute, disconnect) to manage participants regardless of how their identity is displayed on external phone systems.

• Provide Technical Support with detailed information (such as the participant's name, how they joined, approximate call times, and any available call logs) if you need help troubleshooting specific participant join or identification issues.