Managing Phone Calls With Exotel

Published:

This article is a complete guide to making phone calls using Exotel. It includes overs viewing call history, creating tickets for calls, and troubleshooting common problems for quick and easy calls.

Make a new call

Click the “Exotel” icon in the bottom left corner of BoldDesk.
Choose an “Exotel Number” from the available options in Exotel Number Configuration.
Select the contact by searching such as Name or Email or PhoneNumber
Select the ticket if you desire to update your call details in previously created tickets.
Click the “Call” button to place the call.

Click to Call

Agents can quickly call a phone number by clicking on it in the Contacts page or any other page, and it will automatically appear in the Exotel dialer for immediate use.

View call history

Click the History icon in the call widget.
Filter your call log to view All calls or Missed calls.

A ticket or activity (Based on BoldDesk Configuration) will be generated automatically for incoming, outgoing, and missed calls.

Ticket creation for calls

To manually create a ticket for specific logs, please follow the steps provided below.

Click the “Create Ticket” button located in the call logs.
Enter the Caller Name, Caller Email, and Notes If you desire to create ticket with new contact.
If you desire to create ticket with existing contact. Find the contact by searching such as Name or Email
Click Create Ticket

Ticket for outbound calls

Ticket for inbound calls

Ticket for Missed calls

Activity creation for calls

To manually create a activity for specific logs, please follow the steps provided below.

Click the “Create Activity” button located in the call logs.
Enter the Caller Name, Caller Email, and Notes If you desire to create ticket with new contact.
If you desire to create ticket with existing contact. Find the contact by searching such as Name or Email
You can also Link the ticket when creating an activity, if needed
Click Create Activity