Exotel & Cloud Telephony CTI for ERPNext

ECOSIRE builds a proper Frappe app — its own module, DocTypes, and hooks.py wiring — that turns ERPNext into the agent's single screen. Inbound calls arrive through an Exotel webhook received by a @frappe.whitelist(allow_guest=True) endpoint that verifies the request, looks up the caller by phone number across Contact, Lead, and Customer, and pushes a real-time screen-pop to the assigned agent via Frappe's realtime (socket.io) layer — so the right record is already open when they say hello. Click-to-dial is added to those DocTypes with a client script that calls Exotel's Connect API through a whitelisted server method, so an agent dials from any record without touching a handset. Every call writes or updates a Call Log (and a linked call-activity DocType) via doc_events server-side hooks, capturing direction, duration, agent, outcome and a signed link to the recording pulled from Exotel once the call ends. A scheduler event reconciles any calls the webhook missed, so your logs stay complete even when a callback is late.

On top of the plumbing we build the workflow your agents actually use: a disposition and outcome form that fires at hang-up, so reps tag the result (connected, no-answer, callback, qualified, not-interested) against a controlled list you define, with mandatory follow-up fields where you need them. Call routing and IVR selections captured by Exotel are passed through as call metadata so you can report on queue, campaign, or menu choice inside ERPNext's own report builder and dashboards — no external analytics tool. Access is governed by Frappe permissions and role profiles: agents see and dial their own queue, team leads see the floor, and recording links respect the same permission rules so audio is never exposed to users who cannot see the record. Everything is exposed over the Frappe REST API and whitelisted methods, so a wallboard, a dialer, or your existing tooling can read the same data.

Because this is build-to-order, nothing ships blind. We start from your Exotel account setup (numbers, flows, IVR), your CRM DocTypes and pipeline stages, and your disposition taxonomy, then build the app against ERPNext v15/v16 on a staging bench that mirrors your production. You get the installable source, install and configuration, a UAT pass on staging with a rollback plan, a training session for agents and admins, and a post-go-live support window. Typical delivery is 2 to 4 weeks from confirmed scope. It begins with a short scoping call to map your telephony flows and CRM data to the integration.