Your Exophone is the number that your customers would see on their phone's caller ID when you make a call to them.
But sometimes when you make an outbound call, there could be some connectivity problems from your Exophone to the customer's number. In such cases, the Exotel system automatically uses a redundant/backup Exophone to connect the call. Only in such a scenario, your customers would see a number that is different from your Exophone.
I will explain this further with an example. Let's say you purchase the number 080-XXXXYYYY from Exotel for your business. You are also provided with redundant numbers such as 080-XXXXZZZZ, 080-YYYYXXXX. These redundant numbers are usually hidden from the system and only used when there are problems with the main Exophone.
When you make outbound calls your customers would receive a call from 080-XXXXYYYY (Your primary Exophone). This is the number they will see on their phone's Called ID.
When 080-XXXXYYYY (Your primary Exophone) has problems connecting with the customer's number, then the call would go from 080-XXXXZZZZ (Your redundant Exophone).
You don't have to do any changes in the call flow or the dashboard, we would add the backup number from the backend based on the health of the ExoPhone.
We don't charge you for the backup number!
You may ask: What if the call gets missed and the customer calls back to 080-XXXXZZZZ (the Redundant Exophone)? Then there is no problem because this redundant number acts as a clone of the 080-XXXXYYYY (Your primary Exophone) and all the options would work similarly!
*Please bear in mind that the backup number will be only displayed in the handset when the call is received via the backup number and the same will not be displayed in the dashboard or the report.*