Exotel

Connect your organization’s Exotel account to call customers in India from CRMSix, showing your ExoPhone, and to take calls on it. For everyday calling, see Phone calls.

Connect Exotel

  1. In your Exotel dashboard → Settings → API settings, note the Account SID, API key, API token and your account’s region (most Indian accounts are Mumbai).
  2. In CRMSix, go to Settings → Phone Calls, choose Exotel, enter those four, and choose Connect Exotel.
  3. Enter your ExoPhone (from Exotel → ExoPhones) and the default country code (+91). Save. The page shows Ready for calls.

Calls you make from CRMSix ring your own phone first. When you answer, Exotel calls the customer from your ExoPhone and connects you.

Incoming calls: the call flow

Tick Take calls to the business number in CRMSix, choose who to ring, and save. CRMSix then shows two addresses. In Exotel:

  1. Go to App Bazaar and create a new flow. Add a Greeting applet first if you like.
  2. Add a Connect applet. Under Dial whom, choose the dynamic URL option and paste CRMSix’s Connect applet URL. CRMSix answers with the owner’s phone for callers it knows, or the people you chose.
  3. After Connect, on both call completed and nobody answered, add a Passthru applet with CRMSix’s Passthru applet URL. To take voicemail, put a Voicemail applet before the Passthru on the “nobody answered” side.
  4. Save the flow, and in ExoPhones set your ExoPhone to use it.

The two addresses contain your organization’s secret. Paste them only into Exotel. If they were shared by mistake, switch the provider to Twilio and back to Exotel to get new ones.

With Exotel, the people in the ring group are rung one after another, and the greeting and voicemail are set in the Exotel flow rather than in CRMSix. The softphone is available with Twilio only.

When Exotel refuses a call

CRMSix shows Exotel’s own reason. The usual ones:

  • Trial account: Exotel only calls numbers verified in your Exotel account, both your phone (rung first) and the customer’s.
  • KYC: calling is limited until Exotel approves your account’s documents.
  • ExoPhone: the one in Settings → Phone Calls must be active in the same Exotel account.
  • “Refused the API key or token”: check the region, and paste the key and token again (a regenerated token replaces the old one).