Prerequisites

  1. Update the Exotel CTI App
    Go to the Freshdesk App Marketplace and update the Exotel CTI application to the latest version.
  2. Adjust Configuration Settings(This is a must change to even use basic functionality after updating the Exotel CTI, as we’re upgrading the platform version)
    Exotel CTI → Edit Settings
    • In the configuration screen of the Exotel CTI app, ensure the following:

      • Freshdesk Domain: Remove the https:// prefix.
        Example: example.freshdesk.com

      • Exotel Endpoint URL: Remove the https:// prefix.
        Example: freshdesk.mum1.exotel.in

Accessing and Playing Call Recordings


Once the app is updated and configured:

  1. Navigate to the Exotel CTI widget inside Freshdesk.
  2. Click on the History tab.
  3. Use the Ticket ID or Phone Number to search for a specific call.


     






    4. Click the Play button next to the desired entry to listen to the recording securely.