Exotel Integration Error Messages and Resolution in BoldDesk
This article helps you troubleshoot common Exotel integration and calling errors in BoldDesk. These errors can occur when initiating calls, validating Exotel account details, configuring Exophone numbers, or verifying agent and contact information. Use this guide to identify the cause of an error and follow the recommended steps to successfully complete Exotel calling operations.
Error Messages and Resolutions
| Error message | When it displays | How to resolve |
|---|---|---|
| Exotel accountsid required. | The request does not include the required Exotel account SID field during an Exotel API operation. | Provide the Exotel account SID field in the request payload, then retry. |
| Agent must have a phone number to use Exotel for calling. | The agent profile does not include the required agent phone number during an Exotel calling operation. | Add a phone number to the agent profile (or provide the required agent phone number field in the request), then retry the call. |
| Agent and dial numbers cannot be the same. | The agent phone number and the dialed phone number are identical. | Update the agent phone number or the dialed number so they are different, then retry. |
| Phone number required. | The request is missing the required phone number field during an Exotel API operation. | Provide the phone number field in the request payload, then retry. |
| No contact associated with this phone number. Create a new contact and make the call. | The dialed phone number does not match any existing contact record. | Create a new contact for the phone number (or associate the phone number with an existing contact), then retry the call. |
| Exophone number not mapping with BoldDesk. Please map the number and try again. | The configured Exophone number is not mapped to BoldDesk. | Map the Exophone number in the related configuration, then retry. |
| Exotel exophone number required. | The request is missing the required Exophone number field for Exotel operations. | Provide the Exophone number field in the request payload, then retry. |
| Exotel account required. | The request is missing the required Exotel account field during an Exotel API operation. | Provide the Exotel account field in the request payload, then retry. |
| Invalid Exotel account. | The provided Exotel account value is invalid or malformed. | Verify the Exotel account value format and content, correct it, then retry. |
Field Glossary (for request validation)
| Field name (as referenced in errors) | Meaning in Exotel context |
|---|---|
| Exotel account SID (accountsid) | Required Exotel account identifier used for Exotel API operations. |
| Agent phone number | Phone number associated with the agent initiating the call. Required for calling. |
| Dial number / Phone number | Destination number being called. Must be provided and must not match the agent phone number. |
| Exophone number | Exotel virtual number used for calling. Must be provided and mapped to BoldDesk. |
| Exotel account | Account value required by the integration. Must be present and valid. |
Troubleshooting Checklist (when Exotel calling fails)
Validate required fields
- Confirm Exotel account SID (accountsid) is present when required.
- Confirm Exotel account is present and valid.
- Confirm Exophone number is present.
Validate agent calling prerequisites
- Confirm the agent has an agent phone number configured.
- Confirm the agent phone number and dial number are not the same.
Validate contact association
If calling requires a contact match, ensure the dialed phone number is associated with a contact, or create the contact before retrying.
Validate Exophone mapping
If the error indicates Exophone mapping issues, map the Exophone number to BoldDesk in the relevant Exotel configuration, then retry.
Frequently Asked Questions
-
What does “Exotel accountsid required.” mean?
The Exotel API request is missing the required accountsid value. Add the Exotel account SID field and retry. -
Why do I see “Agent must have a phone number to use Exotel for calling.”?
The agent initiating the call does not have a phone number available to the integration. Add/configure the agent phone number and retry. -
What triggers “Agent and dial numbers cannot be the same.”?
This occurs when the agent phone number equals the destination phone number. Change one of the values so the numbers differ, then retry. -
What should I do when “Phone number required.” appears?
Add the required destination phone number field to the request payload and retry the operation. -
Why does Exotel say there is no contact associated with the phone number?
The dialed phone number does not match an existing contact record. Create a new contact (or associate the number to an existing contact) and retry the call. -
What does “Exophone number not mapping with BoldDesk. Please map the number and try again.” indicate?
The configured Exophone number is not mapped to BoldDesk in the integration configuration. Map the Exophone number, then retry. -
When is “Exotel exophone number required.” returned?
When a call operation requires an Exophone number but the request does not include it. Provide the Exophone number and retry. -
What causes “Invalid Exotel account.”?
The Exotel account value is malformed or not valid for the integration. Correct the value format/content and retry.
