Problem
In Everbridge Suite, organization-level Sender Caller IDs control the phone number that appears when contacts receive voice notifications. In some cases, attempting to edit the default Sender Caller ID and saving a new number does not persist. After clicking Save, the interface may reload while the default Sender Caller ID reverts to the previous value with no error message displayed.
This affects Everbridge Suite accounts that use voice notifications where Sender Caller IDs are configured at the organization level. Any user with an Account Admin or Organizational Admin role can access these settings.
Root Cause
The user interface does not permit changing the default Sender Caller ID entry directly in all configurations. When an admin selects the default Sender Caller ID, enters a new phone number, and clicks Save, the platform may not accept the direct change to the default entry, causing the number to return to the previous value.
In this configuration, only non-default Sender Caller ID entries can be edited directly. To change the default number, the default entry must be replaced through a sequence of adding a new entry, removing the existing default for the region, and then re-adding the desired updated number so it can be set as the new default.
Solution
When the interface allows direct editing of the default Sender Caller ID, admins can update the number without additional steps. Any user with an Account or Organizational Admin role can modify the default Sender Caller ID from the organization settings.
To update the default Sender Caller ID when direct edits are functioning as expected:
Log in to the Everbridge Manager Portal and select the appropriate organization.
Go to Settings > Organization > Notifications > Sender Information.
In the Sender Caller ID section, select the relevant country from the drop-down.
Click the pencil icon next to the default Sender Caller ID for that country.
Enter the desired phone number. The number must be a valid, callable phone number with the appropriate country code and must be owned by your organization.
Mark it as Default if you want it used as the fallback caller ID.
Click the save (disk) icon to confirm the changes.
After updating, send a test notification to confirm that the caller ID appears as expected to recipients. For additional step-by-step guidance on updating the default Sender Caller ID, see EBS: Updating the Default Sender Caller ID in Everbridge Suite.
If you encounter validation errors when saving, verify that the phone number format is valid for the selected country and that it is a dialable number. When the default number is generating as all zeros for certain organizational units, manually updating the Sender Caller ID with a valid number (for example, a valid default number for that region) can resolve validation issues. For more information on invalid Sender Caller ID behavior, see EBS: "One or more Sender Caller IDs are invalid" Error When Sending a New Notification in Everbridge Suite.
Workaround
If saving a new number for the default Sender Caller ID fails or the default entry reverts to the previous value, use a temporary-number swap method from the Sender Information page. This method replaces the default entry instead of editing it directly.
To apply this workaround in the Everbridge web console:
Go to Organization Settings > Notifications > Sender Information.
Add a new sender number entry as a temporary or additional number in the Sender Information list. Ensure it is a valid phone number for the selected country.
Set this temporary number as the default, if required by the interface.
Delete the existing Sender Caller ID for the region you are changing (for example, the current number for that country).
Re-add the desired updated number for that region as a new Sender Caller ID entry.
Make the newly added number the default.
Optionally, delete the temporary default number if it is no longer needed.
This sequence has been tested and allows the updated number to be applied when direct editing of the default Sender Caller ID is not supported. Always ensure that any Sender Caller ID you create uses a valid phone number format for its country to avoid validation errors and to maintain successful delivery of voice notifications.