If you’re using Google Ads - the online advertising service developed by Google - and have enabled Call reporting that runs on Google forwarding phone number, you may not be able to capture the actual ‘From’ number on your Exotel dashboard for the calls that have been routed to your ExoPhone via Google AdWords, as our platform would in turn be getting a call from the number allocated by Google (which is what would get displayed).
Here’s an excerpt from Google’s FAQs -
The call goes to your business. Customers’ calls get routed through a Google forwarding number, which allows you to gather data about the call. So you can see who’s calling you, caller ID still works for calls routed through Google forwarding numbers (except in India).
Looks like Japan too has the same problem (this is by scrolling down further on the aforementioned article).
Having a separate ExoPhone number for different Ad Groups solves this problem, where you can then disable Google forwarding number and choose "Use my own phone number" option, instead of a forwarding one.
If you wish to know more and understand this in detail, please reach out to our Customer Happiness Team at 08088919888 or write to us at [email protected].. We are available 24/7 :)