Topic

Pager delivery methods and contact management in Everbridge Suite

Description

Everbridge Suite supports numeric, TAP, and alphanumeric pagers. Pager information is stored as delivery methods on contact records. Some organizations may also track pager information in permit listings.

Organizations are responsible for maintaining accurate pager information in their Everbridge accounts.

Pager Delivery Methods

Everbridge stores pager information using the delivery method that corresponds to how the paging service receives messages.

• Numeric Pager uses a phone number, such as "8182309999", for numeric-only protocols and IVR callbacks.
• TAP Pager uses a phone number and PIN, such as "8182309999" with PIN "12345", when the paging system is reached by dialing in and entering the pager number.
• Alphanumeric Pager uses an email-style gateway address entered through the Plain Text Email – 1 Way delivery method, such as "8182309999@pager.com" or "5551234567@americanmessaging.net".

Alphanumeric pages are delivered to the pager gateway email address. If a Pager Service provider, such as American Messaging or USA Mobility/Spok, is selected in the Advanced settings for the delivery method, Everbridge sends the page using WCTP. If no provider is selected, Everbridge sends the message as SMTP email to the gateway address.

Pagers reached through middleware are stored as a Plain Text Email – 1 Way address with the Pager Service left blank.

Locate a Pager Entry

1. Open the Contacts area in Everbridge Suite.
2. Search for the pager number or alphanumeric gateway email address. Examples include an American Messaging address, a USA Mobility/Spok address, a pager.com address, or an organization's middleware address.
3. Open the matching contact record.
4. Confirm that the record represents the correct device by reviewing the contact name, External ID, pager number, and delivery-method information.
5. Confirm that the External ID matches the applicable internal HR, asset, or permit reference when such a reference is used by the organization.

Update Pager Information

1. Locate and verify the applicable contact record.
2. Edit the contact's delivery methods.
3. Update the Numeric Pager number if the device number changed.
4. Update the TAP Pager number or PIN if either value changed or is incorrect.
5. Update the Plain Text Email – 1 Way address if an alphanumeric pager moved to a different gateway domain or device number.
6. Open the Advanced settings for the delivery method when Pager Service configuration is required.
7. Select or change the Pager Service provider when WCTP delivery is required.
8. Save the contact record.

Contacts Maintained by Upload

Direct changes made in Everbridge Suite may be overwritten when contacts are maintained through scheduled or daily uploads.

For a persistent change, the team responsible for the source data, such as HR, IT, or telecom, must update the pager information in the source file used for subsequent imports.

For permit-listing information, refer to the Permit Listing Best Practices article using the applicable internal KB smart link.

Stop Pages to a Reassigned or Retired Pager

1. Locate the contact record using the pager number or gateway email address.
2. Verify the contact and device information before making changes.
3. Edit the contact's delivery methods.
4. Delete the Plain Text Email – 1 Way or Pager-TextEmail entry containing the previous pager gateway address when delivery to that device must stop.
5. Alternatively, update the entry with the new device address when the pager has been reassigned to another destination.
6. Save the contact record.
7. Remove the contact or permit entry if the entire record is no longer required.

Permissions and Escalation

Pager information can be edited only by users with the appropriate roles and permissions.

The organization's Everbridge Account Administrator manages user access and permissions and validates information against applicable internal systems. Everbridge does not independently access an organization's internal HR or permit databases.

When the required pager contact, delivery method, or permit entry cannot be edited, the Everbridge Account Administrator can make the change. The pager number, gateway email address, External ID, or permit reference can be used to identify the applicable record.

Contact Everbridge Technical Support if the administrator cannot locate the entry or the controls required to edit it.

Troubleshoot Pager Delivery Problems

If pager information is configured correctly but messages are not received or display incorrectly, collect the following information before contacting Everbridge Technical Support or the pager provider:

• Organization name.
• Pager number or gateway email address.
• Notification or Incident IDs for recent examples, preferably from the previous 24 to 48 hours.
• At least one example that delivered correctly and one example that failed, when available.
• Information indicating whether the issue affects specific pager recipients or all pager recipients.
• Results from a recent test sent to a small sample of devices, including the Notification IDs and available call results or delivery statuses.
• A screenshot showing the pager number or capcode leader and the message, when available. Remove customer-sensitive information that is not required for troubleshooting.

Examples of delivery issues include an incorrect "From: conf-00000" line or a "Not Delivered – Everbridge System Error" status.

The pager provider may require authorization before providing paging-account delivery logs. Confirm any applicable authorization requirements directly with the provider.

A plain-text test email sent directly to the gateway address can provide additional information when investigating whether a delivery problem occurs within Everbridge, at the pager provider, or at the device.

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