There are three main reasons for this occurrence. This is what happens when you place an outbound call from your Exotel dashboard.
As soon as you click on the 'Call' button, Exotel places a call from your Exotel number to your number(the registered number). Once you pick up the call(Leg1 of the call), Exotel then triggers a call to the dialed number(Leg2 of the call). If all is well, the call should now be connected to the callee.
You may not get a call on your number for the following reasons:
1) Your number is switched off (doh!).
2) Your number is not reachable.
3) There is an operator-level connection problem (Eg: Calls from Airtel to Vodafone are failing).
4) Check your network connection.
5) If the ExoPhone(virtual number) is marked as Spam/blocked on your device.
Troubleshooting Steps:
Step 1: If your phone was on and if you had not got the call, please try restarting your phone.
Step 2: If a restart does not work then put the phone in the Airplane mode. Leave it on for about 30 seconds and turn it back off. This can do the trick. It will automatically reconnect to a closer mobile tower or a less busy mobile tower to provide stronger cellular connectivity. This will help you to figure out if there was a network issue at your end.
Step 3: Check your call history or the blocked number list to see if the ExoPhone is marked as Spam or is in the blocked contact list. Please mark the number as not Spam or remove the number from the blocked contact list for the calls to connect successfully.
Step 4: If the above steps do not help, then raise a support ticket by sending an email to [email protected] with details like your username, the number you tried calling and the time of the call or If you have any questions or concerns, please connect with us using the chat widget on your Exotel Dashboard or Whatsapp us on 08088919888.