Calls
Browser Calling (WebRTC)
We’re excited to introduce Browser Calling (WebRTC) on Exotel’s IP Platform (Beta). This feature lets your agents make and receive calls directly from their web browser — without needing a phone — while staying compliant under Exotel’s Unified License (UL VNO).
Outbound Calls
Once you have purchased an Purchase Exophone in the ExoPhones section, you are ready to make outbound calls. You can also refer to the video attached below this support for video tutorials.
Call Notification
What notifications do I get for calls and where do they show up? A pop-up notification on your right bottom of Dashboard , when you receive a call.
Call Reference ID
You might have heard from our support team asking for reference IDs when asked for assistance in call and SMS concerns. A reference ID is a set of unique alphanumeric characters assigned to every call and SMS that happens to your account Please click on the grey color radio button which is on the rightmost side of your inbox.
Click to Call
The Click-to-Call, also known as click-for-talk or click-to-dial, refers to a type of digital communication in which a person clicks a button to connect with another individual in real-time, without either of them actually dialling the number. In this solution, there are two calls involved which can be termed as two call legs (Leg1 & Leg2).
Call Recordings
Quality control and compliance are now crucial components of contact centre setups. This increasing demand can be met via call recordings that can be afterwards reviewed and assessed with the aid of speech analysis in order to ascertain whether agents are adhering to call flows, developing rapport, proposing cross-sell products, regulating the call, delivering accurate information, etc.
DTMF
DTMF (Dual-tone multi-frequency) is an in-band telecommunication signaling system using the voice-frequency band over telephone lines between telephone equipment, other communications devices, and switching centers. The tones are decoded on the receiving end and used for practical applications such as interacting with computer systems and answering machines.
Block Calls
Step 1. Create an empty list called "Blocked Callers" in the Address Book Section.
Call Voicemail
When Creating a Call flow you can set up your flow to give your callers the option of leaving a voicemail in case none of your agents are able to answer the call. Also see Voicemail Applet In case you'd like your callers to leave a voicemail in any other specific instance, you can use the App Builder to create a custom flow.
Call Quality Pop-up
You may observe pop-ups like above on the Exotel dashboard asking for your feedback on the call quality. This is to understand how was the audio quality of the call conversation you just had.
Call Cause Codes
Cause codes provide granular information about a call status to help you understand what happened with a call. These cause codes are primarily derived by Exotel as per the operators.
Parallel Ringing
Parallel ringing or simultaneous ringing enables businesses to automatically redirect incoming calls to a maximum of 5 agents at the same time. This means that when an incoming call land on the Connect Applet , Exotel dials out to five of the available agents at once.
Extension Based Call Routing
Providing callers with dedicated extensions allowing them to quickly connect with a specific user/agent. Advantages of Extension Based Dialing Add professionalism to your customer experience Make your business look bigger with extensions for separate departments.
Answered/Ringing event in CRM
Today Exotel gives status callbacks when the call reaches terminal event when used for Outbound connecting two numbers and when used in Connect Applet Exotel gives status callback for Dial and Terminal event. Now Exotel powers Answered and Ringing event as an intermediate state when the agent/customer is ringing or picking up the call so that more definitive action can be taken on the call in the CRMs ( Like assigning a ticket to the agent, etc.
Voicebot Integration
As a bi-directional stream’s major use case is conversational bot so Voicebot is more appropriate. For ease of understanding and accessibility to the applet use cases without any hassle or to avoid misconfiguration The voice bot applet can be plugged into the flow to replace the agent.
Audio Library
There are a few pre-recorded good sounding audio files that you can play to your callers. These are generic, does not have any reference to your company name, but is very useful to inform customers about simple things like "Please wait while we connect your call" etc.