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.*