For handling incoming calls, you can build call flows on Exotel using various applets. The CCM programmable version of the Connect applet enables the call flow to be configured for connecting the caller to an agent along with additional parameters returned from your URL which can be configured dynamically per call. These include configurations such as record the call, maximum conversation time, etc. For detailed documentation of the same, refer here.

The dynamic URL can return agent’s phone number or UUID and state management will be performed for such calls i.e. agents will be marked busy such that no further calls can route to them. Such users need to be added on Exotel (Create users) and verified.

NOTE: This feature is currently in private beta and can be enabled on request via hello@exotel.com


Incoming Calls – CCM Programmable Connect (Beta)