When you receive a call via Exotel, the caller ID you see on your phone is not of the person who is calling your company's number. Instead, the number you see is your Exotel number. This is because caller ID masking is illegal in India. The regulators do not allow us to pass along the calling number as the caller ID. The good news though, is that, because all your company calls come from a few numbers, you will be able to differentiate your company calls from your calls and other promotional calls that you may be getting. This is also true for outbound calls that you make.
Now, the caller ID will be your company number or one or two other numbers. These additional numbers (backups) are automatically assigned by our system for redundancy and business continuity purposes.
Please note the backup number plays an important role in the connectivity and also contributes to better call quality. In case there are any issues with the primary number, the calls are routed via the backup ensuring the call are not failed. However please note the details of the backup number shall not be available on the dashboard, Inbox, or the call reports as these are present passively and added from the backend.
Kindly be assured we shall be able to track the calls routed via the primary and the backup and help you out in case of any concerns. Please feel free to reach out to us via any of the below-mentioned channels. We'd be glad to assist you!
If you have any questions or concerns, please connect with us using the chat widget on your Exotel Dashboard or Whatsapp us on 08088919888.