Scenario:

In the reports (or via Call details API), for an outgoing call that has ‘failed’ status (busy or no-answer as well), you still see a charge under the ‘Price’ section.


Explanation:

Regardless of the overall / final status, you get charged based on the number of parties who have answered the call successfully.

To understand this part better, it would be wise to go through our support article that explains our Call Statuses and the way by which we currently arrive at the ‘Final Status’ thats based on the ‘From’ (i.e. Leg1) and ‘To’ (i.e. Leg2) statuses.


Outbound calls - connecting two numbers

The ‘Final Status’ depends on the ‘Leg2 Status’


Leg1 Status

Leg2 Status

Final Status

Completed

Completed

Completed

Completed

No answer

No answer

Completed

Busy

Busy

Completed

Failed

Failed

NA (No answer)

NA

No answer

NA (Busy)

NA

Busy

NA (Failed)

NA

Failed


As the above table indicates, there would be instances where the ‘Final Status’ would be marked as failed and only the 1st person may’ve answered the call but the 2nd person might’ve either not answered, been busy or there could be cases where the calls genuinely must’ve failed to reach the 2nd person.

In such cases, you’re charged only for the 1st leg that’s successfully connected from our ExoPhones.


At the outset, if the calls fail to connect the 1st person or fail to even originate from our servers, you are NOT charged for such calls at all.


Should you identify any anomalies that fall outside the scope of this explanation, do please report such cases to our Customer Happiness Team via hello@exotel.in along with the corresponding call reference IDs as that way, we’d be able to either document them here (should we’ve missed any scenario) or have that rectified accordingly.