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International Calling Regulations

Exotel supports international voice calls and SMS to selected countries. This guide covers supported destinations, dialing formats, regulatory requirements, and pricing considerations for international communication.

Supported Regions​

Exotel primarily serves businesses in India and Southeast Asia. International calling availability depends on your account region and plan:

Exotel RegionPrimary CoverageInternational Support
India (Mumbai)IndiaOutbound international calls to select countries
SingaporeSingapore, Malaysia, Middle EastRegional and international calls
info

International calling is available on specific plans and may require activation by your account manager. Contact hello@exotel.com to enable international calling on your account.

Dialing Format​

All international calls and SMS must use the E.164 phone number format:

+[country_code][number]
CountryCountry CodeExample Number
India+91+919876543210
Singapore+65+6591234567
Malaysia+60+60123456789
UAE+971+971501234567
Saudi Arabia+966+966501234567
United States+1+12025551234
United Kingdom+44+447911123456
Australia+61+61412345678
warning

Do not include trunk prefixes (leading zeros used for domestic dialing) when making international calls. For example, use +447911123456 (not +4407911123456) for UK mobile numbers.

International Voice Calls​

Making International Calls via API​

curl -X POST "https://<api_key>:<api_token>@api.exotel.com/v2/accounts/<account_sid>/calls/connect" \
  -H "Content-Type: application/json" \
  -d '{
    "from": "+919876543210",
    "to": "+6591234567",
    "caller_id": "0XXXXXX4890",
    "url": "http://my.exotel.com/<account_sid>/exoml/start_voice/<app_id>"
  }'

Call Quality Considerations​

FactorImpactRecommendation
Network routingInternational calls route through multiple carriersExpect slightly higher latency than domestic
Codec selectionCall quality depends on codec negotiationExotel uses standard codecs (G.711, G.729)
Caller ID displayInternational caller IDs may not display correctlySome countries suppress foreign caller IDs
Call connection timeInternational routing adds setup timeAllow 5-10 seconds additional ring time

International SMS​

Sending International SMS​

curl -X POST "https://<api_key>:<api_token>@api.exotel.com/v2/accounts/<account_sid>/sms/send" \
  -H "Content-Type: application/json" \
  -d '{
    "to": "+6591234567",
    "body": "Your verification code is 456789. Valid for 5 minutes.",
    "sender_id": "EXOTL"
  }'

DLT Requirements for International SMS​

ScenarioDLT Required?
SMS from India to IndiaYes (mandatory)
SMS from India to internationalDLT may still apply for the originating leg
SMS from Singapore regionDLT not required (India-specific regulation)
info

When sending international SMS from an Indian Exotel account, DLT registration may still be required because the message originates from Indian telecom infrastructure. Confirm with your account manager for specific routing details.

Country-Specific Regulations​

India (TRAI)​

RuleDetails
Commercial calling hours9 AM -- 9 PM IST
DND/NDNCMandatory filtering for promotional
DLT registrationRequired for all SMS
Call recording consentRecommended (play consent message)

Singapore (IMDA)​

RuleDetails
Do Not Call (DNC)Singapore has its own DNC registry
SMS sender IDRegistration may be required under SSIR
Spam ActSpam Control Act governs commercial messages
Calling hoursNo specific mandate, but follow business etiquette

Malaysia (MCMC)​

RuleDetails
Personal Data Protection Act (PDPA)Consent required for commercial communication
Calling hoursNo specific mandate
SMS registrationSubject to MCMC regulations

UAE (TRA)​

RuleDetails
Commercial SMSRequires approval from the Telecommunications Regulatory Authority
VoIP restrictionsSome VoIP services may be restricted
Data residencyCertain data must remain within UAE

United States (FCC/FTC)​

RuleDetails
TCPATelephone Consumer Protection Act restricts automated calls
Calling hours8 AM -- 9 PM recipient's local time
Do Not CallFTC National Do Not Call Registry
SMS consentExpress written consent required for marketing SMS

International Calling Rates​

International call and SMS rates vary by destination country and are typically higher than domestic rates.

How Rates Are Structured​

ComponentDescription
Per-minute rateCharged per pulse (varies by destination)
Connection feeSome destinations have a one-time connection charge
SMS ratePer-message rate (varies by destination)
tip

Check your current international rates in Dashboard > Settings > Billing > Rate Card or contact your account manager for the latest pricing. Rates are subject to change based on carrier agreements.

Cost Management for International Campaigns​

  1. Estimate costs before launch: Calculate estimated costs based on contact count and destination rates
  2. Use SMS where possible: International SMS is often cheaper than voice calls
  3. Limit retries: International retry attempts compound costs quickly
  4. Monitor spending: Set up balance alerts to track international campaign costs

Caller ID for International Calls​

ScenarioCaller ID Behavior
India to IndiaExoPhone number displayed normally
India to internationalMay display ExoPhone or may be suppressed by destination carrier
Singapore to regionalExoPhone number displayed normally
International to IndiaSubject to Indian carrier display rules
warning

Many international carriers suppress or modify foreign caller IDs. Recipients may see a generic number, "Unknown," or a local proxy number instead of your ExoPhone. This behavior is controlled by the destination carrier and cannot be changed by Exotel.

Best Practices for International Communication​

  1. Verify number format: Always use E.164 format with country code
  2. Test before bulk campaigns: Send test calls/SMS to verify routing and quality
  3. Check destination regulations: Research local telecom laws before running campaigns
  4. Use appropriate language: Match message language to the recipient's country
  5. Account for time zones: Schedule campaigns during the recipient's business hours
  6. Monitor delivery rates: International delivery rates may be lower than domestic
  7. Plan for higher costs: International rates are significantly higher; budget accordingly

Frequently Asked Questions​

Can I use an Indian ExoPhone to call international numbers?​

Yes, if international calling is enabled on your account. The ExoPhone will be used as the originating number, but the caller ID displayed to the international recipient may vary.

Can I purchase international phone numbers through Exotel?​

Exotel primarily offers Indian and select Southeast Asian virtual numbers. For specific international number requirements, contact your account manager to discuss availability.

Are international SMS subject to Indian DLT regulations?​

When originating from an Indian Exotel account, DLT parameters may be required because the message passes through Indian telecom infrastructure. Check with Exotel support for your specific routing configuration.