Topic

Voicemail and live speaker detection in Everbridge Suite.

Description

When delivering a notification via phone (voice), Everbridge performs an audio analysis to determine whether the phone has been answered by a live speaker or a voicemail service or answering machine. If Everbridge determines the call has been answered by a live speaker, it delivers a notification message. If Everbridge determines the call has been answered by a voicemail service, it delivers a voicemail message and the call log may show a status such as Delivered - To Voicemail with a result of Voicemail Detection.

The Delivered - To Voicemail status means Everbridge's voicemail-detection process classified the call as having reached voicemail. This can appear even for endpoints that do not actually have a voicemail service when the system detects conditions that resemble voicemail, such as:

• The call is answered (for example, the phone rings and a keypress or answer signal is detected), but no additional keypresses are entered while the greeting and message play.

• The call is answered by an automated system that immediately plays continuous recorded audio (for example, an IVR menu, automated greeting, call-center hold music, or other non-conversational audio) during the voicemail detection window.

• The call pickup contains only silence or lacks a spoken greeting that the detection logic can associate with a live speaker.