This FAQ is for agents using Aircall for Salesforce Sales Engagement. It explains where calls are logged, how the Aircall Voice Object (AVO) works, why some data may be missing, and what to check if calls or features are not behaving as expected.

Where do my calls log?

Your calls log to the Aircall Voice Object (AVO), which is a custom object that stores all call data.

  • The AVO can be related to a Lead, Contact, or Account record.

  • You can open the correct AVO:

    • Directly from the associated Salesforce record, or

    • By clicking the (i) icon next to the call log on your Aircall phone.

  • You will also see calls logged as Tasks on the related account.

My calls are not logging even though they should. What should I do?

If calls you expect to see are not logging:

  1. Check your status

    • Make sure you are signed in to the Aircall CTI.

    • Confirm you are available for calls.

  2. Confirm the number is connected to the integration

    • Ensure the phone number you are using is connected to the Salesforce Sales Engagement integration.

    • If you are not sure, check with your internal Aircall administrator.

  3. Log out and log back in

    • If your number is correctly connected and you are available, try logging out of the CTI and then logging back in.

  4. Escalate if the issue persists

    • If calls are still not logging, contact your Aircall administrator.

    • They may need to open a support ticket on your behalf.

Why is only part of my call log showing in the Aircall Voice Object?

When you answer the call, the AVO record is created, but some data is only added later.

  • The record is created when the call is first connected.

  • Details such as call duration, notes, and outcome are only posted after you complete the wrap up screen at the end of the call.

If you skip or close the wrap up screen too early, some information may not appear in the AVO.

Why are my contacts not syncing from the Aircall phone to Salesforce?

Contact sync from the Aircall phone to Salesforce is not available with the Sales Engagement integration.

  • Contacts that you create or edit on the Aircall phone will not automatically sync to Salesforce.

  • However, if you answer a call from an unknown number in the CTI, Salesforce will create the contact correctly as part of the integration workflow.

Why am I not seeing the call resolution field on the end call page?

The call resolution field only appears if the call meets specific Sales Engagement conditions.

If you:

  • Make a call using click to dial, or

  • Manually dial a number in the CTI,

the call resolution field will not appear on the end call page.

To see the call resolution field, all of the following requirements must be met:

  1. The Salesforce Lead or Contact must be assigned to a cadence.

  2. The user must place the call from the Work Queue (not by dialing directly or using click to dial from the record).

  3. The "Always Show Salesforce Log a Call Window" setting must be disabled in the Sales Engagement settings in Salesforce.

Why am I unable to start outbound calls?

If you cannot start outbound calls via the CTI, it may be due to microphone permissions in your browser.

To check this:

Steps

  1. While in Salesforce, click the lock icon or permissions icon next to the browser URL.

  2. Select Site settings for your Salesforce domain.

  1. Find the Microphone permission and set it to Allow.

  1. Reload your Salesforce page.

  2. Try starting an outbound call again.

If outbound calls are still not working after adjusting microphone permissions, contact your internal Aircall administrator for further checks.