Outbound Calls

once you have purchased an purchase exophone docid\ zv3 cr8b9ei6j4jjmddhs 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 the kyc is mandatory for all indian users for making outgoing calls complete your verification on the kyc docs page https //my exotel com/exotel/settings/kyc https //my exotel com/exotel/settings/kyc before you want to do an outbound call from the dashboard how to trigger outbound calls from the dashboard login to your exotel dashboard make sure that you are switched on click on the "call" button in the top left section, and you'll get a popup like this in the text box, enter the phone number that you want to be connected to for landline numbers please enter the std code as well click 'call' the system will first call you on the number you have entered as 'your phone number' under the co workers and groups section pick that call & then the system will call the person whose number you entered once they pick up, both of you can talk the conversation is recorded and stored in the inbox just like all other calls advanced options connecting a number to a pre configured app calling a number and linking it to an app are further options follow these steps to do that click on the call button and enter the number in the "dial" section click the "advanced section" it opens up a couple of more options to in the "connect to" dropdown, choose the app that you wish to connect the number to click on the "call" button the end user will be connected to the call flow and the call gets routed or a greeting message plays depending on the call flow that you have chosen can i choose the different exophone to dial out of? you might have more than one exophone available on your account and might wish to dial out of a different exophone that's easy to do under the " advanced " section, choose the exophone from the " from " dropdown and click "call" once chosen that number will now become your default until you change it once again debugging generally, a will call takes a few seconds to land on your phone there might be times when you initiate the call and the call doesn't land on your phone in such cases, you can try the following check if your mobile/landline number is reachable by asking a colleague to call observe the time it takes for the call to land on your number if it takes anything more than 7 8 seconds, it might be a network problem to connect to your mobile/landline number it might be a temporary issue with your current exophone if you have an alternate exophone, use that by following the steps above (under can i choose the exophone to dial out of) if you don't have an alternate exophone, and if your mobile/landline number is reachable, wait for a couple of minutes and try again you'll get a popup like this if the call still doesn't connect, click on the support button at the bottom of your inbox specify the details of the issue such as when did the problem start? is it continuous or intermittent? do the other co workers in your organization get calls from exotel? make sure you click on the take a screenshot option and send us the screenshot this will help us debug better finally, click send feedback frequently asked questions what is my caller id (or) what number should i choose? if you have multiple numbers in your account, then you can choose to make an outbound call from a number of your choice currently, everyone in your account has access to all the numbers in your account for the purpose of an outgoing call which number to choose, depends on what role (as an agent) you play and whom you are calling for example, in exotel's case, our support number is 8088919888 if i am a part of support and if i am returning a missed call, then i could choose to select this as my number to make the call also, if the customer does not pick up the call and later chooses to call the same number back, you might want the call to come to the same person or group this person or someone from the same group can pick up the call and do the needful in this case, once the customer calls back, the flow attached to that number you called from, will be followed you can check the mapping of the flows and the exophones here once chosen, exotel remembers your last choice and always uses this number for all other outbound calls unless you explicitly change it again by clicking on the " advanced " link again please note that if you have any mobile virtual number(mvn) in your account, you will be able to choose the mvn to make the outgoing call, but the caller id that will be displayed on the phone would be the landline number attached to the mvn what is the caller id that my customers see during an outbound call? when you make outbound calls, the calls will go out from our pri and the caller id that the customer will see will be the landline number (exophone) that you see in your account or one of the redundant backup numbers if the customers call back on a backup number, they will still be connected to your inbound call flow more about it here when i make an out bound call, why do my customers get a call from a different number instead of the exophone that i have purchased? when you make a call to your customers, they will see your exophone number on their phone's caller id however, there may be some connectivity issues between your exophone and the customer's number while making an outbound call when this happens, the exotel system connects the call with a redundant/backup exophone only in this case would your customers see a number that isn't the same as your exophone with an example, i'll clarify this further let's imagine you buy the exotel phone number 080 xxxxyyyyy for your company you will also be given redundant phone numbers such as 080 xxxxzzzz these redundant numbers are normally concealed from the system and are only utilised when the primary exophone is down when you make outbound calls, your consumers will get a call from 080 xxxxyyyy (your primary exophone) this is the caller id number they will see on their phone when your primary exophone, 080 xxxyyyy, is unable to connect with the customer's number, the call will be transferred to 080 xxxxzzzz (your redundant exophone) we would add the backup number from the backend based on the health of the exophone, so you don't have to make any modifications to the call flow or dashboard you will not be charged for the backup number! what if the call is missed and the consumer dials 080 xxxxzzzz then there's no problem since this duplicate number operates as a clone of the 080 xxxxyyyy (your primary exophone) and all the options would work similarly! please note that the backup number will only be displayed on the phone when a call is received through the backup number, and it will not appear in the dashboard or report can you ensure that the number that i own shows up as the caller id? unfortunately no caller id masking is illegal in india and we won't be able to do that will i own the exophone? exotel will continue to own these landline numbers which are part of exotel's pris and the ownership of these numbers cannot be transferred to you but in case there is business exigency, and you choose to move away from exotel, we will try to ensure on a goodwill basis that the calls that land on this number are diverted to you (at a cost) will the exophone number be assigned only to me? yes, unless you remove it from your end as long as you continue to use exotel, this exophone number will be exclusively assigned only to you why am i charged for failed calls? please refer to this article why am i charged for failed calls? docid\ vyiprnvkyxmsxhu9 vlr7 to know more about how why and when you will be charged for failed calls watch a short video outbound calling the essentials making an outbound call from the dashboard dialling a number and connecting it to a call flow