This article is about understanding call status on Exotel Status Board. For more information about what Exotel Status Board is, why we built it etc., you might want to read this blog.

As an Exotel customer, you will have one or more Exophones on which you receive calls, and out of which you make outbound calls. Our monitoring system makes automated calls to each Exophone and outbound calls from each Exophone at regular intervals. 

Your call status would look like this:

What do the different Status symbols mean?

For incoming calls, 

  • An Exophone  is "down" if 2 successive calls (made from different pipes) to it have failed. 
  • Else, the Exophone is "up"

For outgoing calls, 

  • An Exophone is marked as "down" if 2 successive calls (made to different numbers) from it have failed
  • Else, the Exophone is "up"

For a region, this is what the different symbols mean:

  = OK - All Exophones in that region are up. Our monitoring system didn't find any issue.

  =  WARNING - Up to  50% of the Exophones in that region are "down"

  = CRITICAL - More than 50% of the Exophones in that region are "down"

  = INFORMATION - This is to indicate about the failure and its recovery on a particular day. 

If you click on these individual symbols, you will get more details on an issue. Like this:

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Why do incoming calls to an Exophone fail?

Incoming calls to an Exophone can fail because of the following reasons:

  1. The Operator pipe is down (this is the most common failure reason)
  2. There is an internet connectivity issue in our data center
  3. In case of mobile and toll-free numbers, the call divert is down because the mobile network is down. This is rare.

Why do outgoing calls from an Exophone fail?
Outgoing calls from an Exophone fail rarely. When they do, it would be mostly because there is a problem with the internet connectivity to our data center