Frequently Asked Questions
Call failure reasons and mitigation
A - Your customer calls on your customer-facing number which is on the website B - Call diverted from your customer-facing to the ExoPhone number. C – An IVR menu option for incoming callers.
Improving call quality
Over the years, we've encountered instances where call quality may seem to have swayed, while all our systems and the Operator network have been functioning with the utmost efficiency. Besides that, the issues seem to get resolved by itself after a certain duration and yet, without any intervention from our end.
I hear echo in my phone calls
Hearing an echo on call is common in POTS http //en. wikipedia.
I am getting a call from a different number?
When you receive a call via Exotel, the caller ID you see on your phone is not of the person who is calling your company's number. Instead, the number you see is your Exotel number.
Outgoing Call is not working
There are three main reasons for this occurrence. This is what happens when you place an outbound call from your Exotel dashboard.
Why the dialled status shows no answer when it is disconnected?
When there is an incoming call and the agent does not answer the dialled status will show as " no answer " If the agent disconnects the incoming call within 31 seconds of ring duration it will show as " busy/canceled " If the agent disconnects the incoming call after 31 seconds of ring duration it will show as " no answer ".
Why do I get so many missed calls?
None of us wants to miss our customer's call. If you see a lot of missed calls on your dashboard and would like to understand them and reduce them, read on.
How to send SMS' to co-workers or agents after the call
How do i get an sms alerting me on the fact that a call was made to our exotel number? Is it possible to alert multiple numbers (via sms) upon receiving the call?
Why are calls not routed to all the agents?
You have four agents in the group and all of them are free. Yet, the third and fourth agents in the group don't receive the call if the first & second agents don't pick up!
I'm logged into the Exotel account but I'm not receiving calls. Why is that?
Even if you're logged in to http //my. exotel.
Exotel Uptime & Downtime information
We, at Exotel, take our reliability very seriously. This means we strive very hard to achieve unparalleled uptimes.
Not getting pop-ups for incoming calls
If you're not getting pop-ups for incoming calls, we suggest you try the following steps first Try opening http //my. exotel.
Calls not reaching my phone
Your call transcript indicates that the call reached your phone and was not picked up. However, in reality, the call never reached your phone.
Calls not landing on Exophone
Sometimes, you may get to hear one of many error messages while calling in on an ExoPhone. Some of the common ones are - The number you’ve dialed is incorrect or invalid.