Number Types & Virtual Numbers FAQs
Common questions about the different types of phone numbers available on Exotel, how they work, and how to choose the right number for your use case.
What types of phone numbers does Exotel offer?​
Exotel offers several types of virtual phone numbers (called ExoPhones) for Indian businesses:
| Number Type | Format | Best For |
|---|---|---|
| Landline DID | 080-XXXXXXX (city-specific STD code) | Local presence, inbound IVR, professional image |
| Mobile Virtual Number | 9XX-XXXXXXX | Two-way communication, Lead Assist, number masking |
| Toll-Free | 1800-XXX-XXXX | Customer support, inbound-heavy use cases |
| Vanity Numbers | Custom patterns (e.g., 1800-XXX-1234) | Brand recall and marketing campaigns |
All Exotel numbers are virtual numbers. They are not tied to a physical SIM card or phone line. Calls and SMS are routed through Exotel's cloud platform and managed via APIs or the dashboard.
What is an ExoPhone?​
An ExoPhone is Exotel's term for a virtual phone number provisioned on the platform. Each ExoPhone can be configured with:
- Incoming call flows -- IVR menus, greeting messages, call routing rules
- Outbound caller ID -- Used as the displayed number for outbound calls
- SMS sender -- Used for sending transactional or promotional SMS
You can manage ExoPhones through the ExoPhones API or the Exotel Dashboard.
What is the difference between a DID number and a virtual mobile number?​
| Feature | Landline DID | Virtual Mobile Number |
|---|---|---|
| Format | City STD code + number | 10-digit mobile format |
| Inbound calls | Yes | Yes |
| Outbound calls | Yes (caller ID) | Yes (caller ID) |
| SMS sending | Limited (sender ID based) | Yes (two-way SMS) |
| Number masking | Not typically used | Commonly used for Lead Assist |
| Caller perception | Business/office number | Personal/mobile number |
| Monthly rental | Lower | Higher |
Use landline DID numbers for IVR and customer support lines. Use virtual mobile numbers when you need two-way SMS or number masking (such as connecting customers to delivery drivers without revealing personal numbers).
How do toll-free numbers work?​
Toll-free numbers (1800 series) allow callers to reach your business without incurring call charges. The receiving business pays for all inbound call minutes. Key characteristics:
- Caller pays nothing -- Encourages customers to call
- Nationwide reach -- Works across all Indian telecom circles
- Higher per-minute cost -- The business pays a premium per-minute rate for inbound calls
- No outbound calling -- Toll-free numbers cannot be used to make outbound calls
Toll-free numbers have higher per-minute inbound charges compared to DID numbers. Evaluate your expected inbound call volume before selecting a toll-free number.
How many virtual numbers can I have on my account?​
There is no hard limit on the number of ExoPhones per account. However:
- Each number incurs a monthly rental fee
- Number availability depends on your region and the telecom circle
- Bulk number provisioning (50+ numbers) requires coordination with your account manager
- Lead Assist use cases may require a pool of virtual mobile numbers
Can I port my existing number to Exotel?​
Number porting is available for certain number types, subject to telecom operator policies and regulatory approvals. The process typically takes 7-15 business days. Contact your Exotel account manager to initiate a porting request.
Not all number types are eligible for porting. Toll-free numbers and certain mobile number series may have restrictions. Exotel support can confirm eligibility for your specific number.
Can I choose a specific number or area code?​
Yes, subject to availability. When purchasing a new ExoPhone:
- Area code selection -- You can request numbers with a specific city STD code (e.g., 080 for Bangalore, 011 for Delhi)
- Vanity numbers -- Custom number patterns are available at a premium
- Number search -- The dashboard lets you browse available numbers before purchase
Availability varies by telecom circle and number type. Popular area codes may have limited inventory.
What happens to my number if I cancel my account?​
When you cancel your Exotel account or stop paying the monthly rental for a number:
- The number enters a grace period (typically 30 days) during which it can be reactivated
- After the grace period, the number is released back to the pool and may be reassigned
- Any incoming calls to the released number will no longer reach your account
If you stop using a number, update your marketing materials and customer communications to avoid losing inbound calls. Released numbers cannot be guaranteed for re-provisioning.
Can I use Exotel numbers for international calling?​
Exotel numbers are primarily Indian numbers and are designed for domestic use. For international calling:
- Outbound international calls -- Available on select plans. Pricing varies by destination country. See International Calling Regulations.
- Inbound international calls -- Indian DID and toll-free numbers can receive calls from international callers, but the caller pays international rates.
How do I configure a number for IVR?​
To set up an IVR (Interactive Voice Response) on an ExoPhone:
- Navigate to ExoPhones in the Exotel Dashboard
- Select the number you want to configure
- Click Edit and choose Connect to Flow
- Build your call flow using applets (Greeting, IVR Menu, Connect, etc.)
For programmatic IVR setup, use the Connect to Flow API and configure Applets.
Related Resources​
- ExoPhones API -- Manage virtual numbers programmatically
- Voice v1 Overview -- Voice API and call flow applets
- Lead Assist -- Number masking and virtual number allocation
- International Calling -- International calling regulations