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LSQ IP-PSTN Connector

Overview​

The LeadSquared IP-PSTN Connector combines Exotel's WebRTC technology with traditional PSTN calling inside the LeadSquared CRM. Agents can make calls directly from their browser without a physical phone or mobile device, while the system falls back to PSTN for connectivity where WebRTC is unavailable. This setup is especially well-suited for remote and work-from-home sales teams who need reliable, low-friction calling from any location.

Key Capabilities​

  • Browser-based calling via WebRTC — agents dial and receive calls from a Chrome or Firefox tab, no phone hardware required
  • Automatic PSTN fallback — if the browser connection is poor, calls can route over standard PSTN for reliability
  • SIP extension assignment — each agent gets a dedicated SIP extension for direct inward dialing and identity-based reporting
  • CRM call logging — all calls, durations, and recordings are logged to the LeadSquared lead timeline automatically
  • Supervisor monitoring — call quality metrics and live call status are visible to team leads in the LeadSquared dashboard

Prerequisites​

  • An active Exotel account with WebRTC / IP calling enabled (contact Exotel support to confirm your plan includes WebRTC)
  • Exotel API credentials: Account SID, API Key, and API Token (available under Settings → API Credentials at my.exotel.com)
  • Exotel WebRTC SDK credentials (a separate set of WebRTC-specific keys provided by Exotel)
  • A LeadSquared account with administrator access and the IP-PSTN Connector feature enabled on your plan
  • Agents using a supported browser (Google Chrome 90+ or Mozilla Firefox 88+ recommended) with microphone access granted

Setup Steps​

  1. Enable IP-PSTN in LeadSquared. Log in as a LeadSquared administrator, go to Settings → Telephony → IP-PSTN Configuration, and enable the feature. Select Exotel as the telephony provider.

  2. Enter Exotel API credentials. Paste your Exotel Account SID, API Key, and API Token into the designated fields. Click Validate to confirm connectivity.

  3. Upload Exotel WebRTC SDK credentials. In the WebRTC Settings section, enter the WebRTC-specific App ID and Secret provided by Exotel. These are separate from the main API credentials and are required for browser-based audio.

  4. Create SIP extensions in the Exotel dashboard. Navigate to my.exotel.com → ExoPhone → SIP Extensions and create an extension for each agent. Note the SIP username and password for each.

  5. Assign SIP extensions to LeadSquared users. Back in LeadSquared under Settings → Telephony → User Assignment, map each agent's LeadSquared user account to their corresponding Exotel SIP extension.

  6. Configure call routing in Exotel. In the Exotel dashboard, set up the inbound call flow for your virtual number to route calls to the appropriate SIP extension or hunt group.

  7. Test browser calling. Have an agent open LeadSquared in Chrome, click the soft-phone icon in the toolbar, and place a test call. Verify that audio is clear and that the call appears in the lead activity log.

  8. Confirm PSTN fallback (optional). To validate fallback behavior, temporarily disable the agent's WebRTC connection and verify the call routes correctly over PSTN.

Configuration Notes​

  • Microphone permissions: Agents must allow microphone access in their browser the first time they use the soft phone. Blocked permissions are the most common cause of "no audio" issues.
  • Network requirements: WebRTC requires UDP ports 10000–60000 to be open outbound. In firewalled corporate networks, check with IT before deployment.
  • Headset recommendation: A USB headset with echo cancellation significantly improves call quality compared to built-in laptop audio.
  • SIP extension security: Use strong, unique passwords for each SIP extension and avoid sharing credentials between agents.