---
title: Exotel's VoIP Softphone
slug: business-phone-system/exotels-voip-softphone
docTags:
createdAt: 2025-10-06T12:23:03.443Z
---
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Unlock the power of voice communication with **Exotel’s VoIP SoftPhone**.
Experience seamless and crystal-clear voice communication with Exotel’s cutting-edge VoIP SoftPhone, designed to enhance your calling experience. It supports both inbound and outbound (click-to-call) functionality, and you can also dial a number manually.
By following these steps, you can effortlessly enhance your Exotel Dashboard experience—leveraging **IP-PSTN intermix** for powerful and flexible communication.
Your end customers won’t notice any change; they’ll continue to make and receive calls on their regular PSTN devices (e.g., mobile phones).
***
## Benefits of IP-PSTN Intermix
1. **UI Widget for Calling**
The widget for incoming and outgoing calls appears on the dashboard, showing options to accept or reject calls, along with **hold** and **mute** buttons.
2. **Switch Between IP and PSTN Devices**
Users can toggle between IP and PSTN calling modes based on their network availability using a simple **toggle button**.
3. **On-Call Status, Callbacks & Call Details**
All call details are displayed post-call for easy review and analysis.
4. **Mobility and Flexibility**
With IP-PSTN intermix, users can make and receive calls from anywhere with an internet connection—ideal for remote or distributed teams.
5. **Business Continuity**
In the event of outages or disruptions, IP-PSTN intermix ensures reliable backup connectivity.
***
## Onboarding Process
Follow these steps to enable and configure IP-PSTN VoIP calling on your account.
### Prerequisites
To enable IP-PSTN, you must complete the following steps:
**1. New Services Agreement**
To comply with Indian telecom regulations, Exotel’s VoIP services are operated under **Veeno Communications Pvt. Ltd.**, which holds a Unified License for Virtual Network Operation (UL-VNO).
A new **Services Agreement** must be signed with Veeno Communications Pvt. Ltd. Your Exotel Account Manager or point of contact will assist with this process.
**2. New Account Creation (Even for Existing Customers)**
Due to regulatory requirements, you’ll need a **new account** under the Veeno entity to use VoIP calling. Existing Exotel Techcom accounts cannot host VoIP services.
Your Account Manager will help create this account.
**3. New KYC Registration *(Bangalore, Mumbai, Hyderabad only)***
In addition to the four standard KYC documents, VoIP accounts require an extra **Customer Acquisition Form (CAF)**.
The CAF is supported directly in the Exotel Dashboard under **KYC → Document Upload**.
KYC must be completed separately for each city.
The following documents must be re-submitted for each new city:
- Address proof (for the city from where numbers are to be purchased)
- Customer Acquisition Form (CAF)
For document upload instructions and KYC guidelines, refer to this article:
[/business-phone-system/kyc-verification](/business-phone-system/kyc-verification)
**4. Purchase New Exophones (Virtual Numbers)**
Virtual numbers can only be purchased in regions where KYC is complete.
Currently, KYC and number purchase are available only for **Bangalore**.
For details on procuring Exophones, refer to:
[/business-phone-system/purchase-exophone](/business-phone-system/purchase-exophone)
**5. Call Flow Creation or Migration**
After the new account and virtual numbers are ready, create new call flows for inbound scenarios.
- Reference: [How to Create or Edit a Call Flow](/business-phone-system/manage-call-flows)
If you want to reuse existing call flows, they must be migrated.
- Reference: [Transfer Call Flows Between Accounts](/business-phone-system/can-i-transfer-my-exophone-and-the-call-flows-from-one-account-to-another)
Once created or migrated, link the virtual numbers to their respective call flows so that customer calls follow the correct routing path.
***
## Using IP-PSTN on the Exotel Dashboard
1. Log in to your Exotel Dashboard and confirm your PSTN device to enable both IP-PSTN and PSTN-PSTN calling.
2. Activate yourself by toggling the **VoIP switch** as shown below:
3. To make a call, click the **Call** button. You can switch between **IP** and **PSTN** calling modes as required.
4. When the IP toggle is enabled, enter a number or name in the **“Type a Number/Name”** field and click **Call**.
The first leg of the call will ring on your web browser.
5. After accepting the call, you’ll see options to manage it:
- **Mute:** Mutes your microphone.
- **Hold:** Places the call on hold.
- **Disconnect:** Ends the call.
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6. Recordings and call details are available in the **Inbox**.
7. PSTN calls remain unchanged — continue using them as usual.
8. When making an **IP-PSTN Intermix call** with multiple browser tabs open:
- The call pop-up appears in all tabs.
- After accepting, the pop-up remains only in the active tab.
- The active tab is locked for call duration; other tabs remain usable.
9. **Enable Auto Answer:**
When enabled, all incoming VoIP calls for agents are automatically answered on the Exotel Dashboard.
*(This does not apply to CRM dashboards like SFDC, LSQ, etc.)*
This setting is **OFF by default** and can be managed by all admins.
***
## Pricing
IP-PSTN intermixing is available only with the **Unlimited Calling Plan** on a fixed per-user, per-month basis.
Contact your Exotel Account Manager to understand pricing details for your organization.
***
## FAQs
**1. Do I need to sign a new MSA for VoIP calling?**
Yes. Exotel’s VoIP services operate under *Veeno Communications Pvt. Ltd.* (holder of the Pan-India UL VNO license). Hence, a new MSA must be signed between your organization and Veeno.
**2. Do I need a new account for VoIP calling?**
Yes. All customers—including existing ones—must create a new Veeno account. Existing Exotel Techcom accounts cannot host VoIP services due to regulatory restrictions.
**3. How do I create an account under Veeno?**
During the alpha phase, account creation is assisted by the Exotel Account Management team. Post-alpha, it will follow the standard onboarding process for new customers.
**4. Can I use my existing virtual numbers (Exophones) for VoIP?**
No. New numbers must be purchased under the Veeno account. Existing numbers from non-Veeno accounts cannot be reused.
**5. Can I migrate existing IVRs or call flows?**
Yes. The Exotel team will assist in migrating IVRs and call flows from your existing account to the new Veeno account.
**6. What are the prerequisites for starting VoIP calling?**
Users must log in with valid credentials. Once logged in, the SIP device will appear active and can be toggled on or off.
**7. How can I stop making or receiving VoIP calls?**
Toggle off the **SIP Calling** button in the dashboard.
**8. What if VoIP calls fail due to poor network connectivity?**
You can switch to PSTN calling using the toggle. Your mobile device will act as the primary calling device.
**9. How reliable is IP-PSTN compared to traditional networks?**
IP-PSTN offers high-quality voice and reliability, though it depends on internet stability and network conditions.
**10. What happens if I refresh the dashboard during an active call?**
Refreshing will prompt a confirmation. If you proceed, the ongoing call will disconnect. Avoid refreshing while calls are active.
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**Note:** This feature is currently under **Beta**.
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***
## Contact us
For questions or support, write to [hello@exotel.in](mailto\:hello@exotel.in).
## Watch a short video
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**Making and taking calls on the softphone**
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