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Exotel is India’s leading cloud telephony platform, widely used by enterprise real estate developers and property brokerages. It provides virtual pilot phone numbers (ExoPhones), automated call recording, and native integration with the Telecom Regulatory Authority of India (TRAI) Do-Not-Disturb (DND) scrubbing infrastructure. The BrokerOS integration (integrations/voice/telephony/exotel/) connects directly to the Exotel v1 REST API to initiate outbound bridged calls and synchronize call records.

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Exotel Calling Pipeline

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Required Credentials

To connect Exotel, collect the following credentials from your Exotel administrator dashboard:

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Indian Phone Number Normalization (formatExotelNumber)

Exotel’s telecom switchboard requires destination telephone numbers to be formatted in domestic Indian inter-state dialing format (starting with 0 followed by the 10-digit mobile number), rather than the international +91 format:
The BrokerOS ExotelTelephonyClient automatically reformats international E.164 phone numbers to this required format prior to submitting the connect.json request.

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CRM Telephony PSTN Bridging Setup

To use Exotel as the primary company-wide carrier for human telecalling:
  1. Navigate to Dashboard -> Admin -> Settings -> CRM Telephony & WebRTC (/dashboard/admin/settings).
  2. Select the Exotel Cloud Telephony card.
  3. Enter the following parameters:
    • API Key: Your Exotel API Key.
    • API Token: Secret API token.
    • Account SID: Your Exotel Account SID.
    • API Subdomain: Default is api.exotel.com.
    • ExoPhone Virtual Number: Your registered ExoPhone number (e.g., 080xxxxxxxx).
  4. Click Save & Activate Carrier.
  5. When an agent clicks Direct Call on a lead profile, Exotel connects the agent’s verified mobile phone to the lead, streams call events to /api/crm/telephony/webhooks/exotel-status, and uploads the audio recording to Vercel Blob storage.

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Marketing AI Voice Configuration Steps

1

Retrieve API Credentials from Exotel

Log in to my.exotel.com. Navigate to Settings -> API Credentials. Copy your Account SID, API Key, and API Token. Note your API subdomain (e.g., api.in.exotel.com).
2

Identify Your Outbound ExoPhone Number

Under Numbers, find the virtual long number assigned to your outbound calling flow.
3

Add Carrier in BrokerOS Settings

In the BrokerOS dashboard:
  1. Navigate to Dashboard -> Marketing -> Voice -> Settings.
  2. Select the Gateways & Voice Platforms tab (/dashboard/marketing/voice/settings?tab=providers).
  3. Under the Telephony Gateways sub-tab, click Add Carrier and choose EXOTEL.
  4. Enter an Engine Label / Name (e.g. Exotel Mumbai Primary).
  5. Fill in Account SID, API Key, and API Token.
  6. Set Subdomain to your cluster hostname (e.g. api.in.exotel.com).
  7. Enter your ExoPhone virtual number in From Numbers.
  8. Click Save & Verify Carrier. Credentials are encrypted with AES-256-GCM and stored in VoiceTelephonyIntegration.
4

Test Connection & Verify Latency

Click Verify Carrier. BrokerOS queries https://${subdomain}/v1/Accounts/${accountSid}.json to confirm authentication and measure network round-trip time.
5

Perform a Pre-Flight Test Call

Use the Dual-Mode Test Call Modal from the Agent Composer to place a live test call to your personal handset.

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TRAI DND Compliance Enforcement

The Telecom Regulatory Authority of India enforces strict penalties on commercial marketing calls placed to numbers registered in the National Do-Not-Call (NDNC) database:
  • Exotel automatically checks the destination phone number against the TRAI registry in real time before ringing the subscriber handset.
  • If the prospect is registered on the DND registry, the call is blocked at the telecom switch.
  • BrokerOS detects this response and flags the recipient as DND_BLOCKED in the campaign call logs, preventing repeated call attempts.