Topic

This article explains how voicemail and on-device transcriptions are generated for Everbridge voice notifications, and clarifies what is controlled by Everbridge versus what is controlled by recipient phones, carriers, and third-party applications.

Description

Everbridge provides text-to-speech (TTS) audio for notifications. When a voice notification is delivered to a recipient, the audio that is played or recorded is based on this Everbridge-generated audio.

Voicemail transcription and how messages are transcribed or read aloud on a recipient’s phone are handled by the recipient’s phone or carrier voicemail system. Recipient devices or their voicemail/transcription applications can automatically transcribe the audio voicemail into text. These third-party applications and carrier systems may misinterpret parts of the audio and produce incorrect text, even when the original voicemail audio contains the correct content.

Because carriers’ voicemail transcription and readback systems vary, they can produce incorrect text or mispronunciations that Everbridge does not control. The formatting of transcribed content, including callback numbers, is managed by the recipient’s phone provider. Everbridge does not control how carrier voicemail systems transcribe or format numbers in transcripts, and variations or incorrect formatting can occur depending on the carrier’s transcription system.

For additional guidance on configuring phone call and voicemail behavior for Everbridge notifications, and for recipient best practices, see the documentation on voice notification recipient best practices in Everbridge Suite: EBS: Voice Notification Recipient Best Practices in Everbridge Suite.