In the Aircall Dashboard, you can configure a range of settings for any phone number using Smartflows. These settings help tailor the experience for both callers and agents, from music and routing logic to call recording and callback behavior.
Access your number settings
Steps
- Go to the Numbers section in your Aircall Dashboard.
- Select the number you want to configure.
- Open the Settings tab.
General settings
Number name
- Assign a name to help identify the number’s purpose (e.g. “Support Line – UK”).
- This is especially useful if you manage multiple lines.
Music on hold
- Choose what callers hear while on hold or during call transfers.
- Options include:
- Selecting from Aircall’s music library
- Uploading your own .mp3 file
Call distribution options
Respect Queuing Time (RQT)
- When enabled, calls will continue to ring for the maximum queue time set for the team, regardless of whether agents are Offline or set to Do Not Disturb.
- By default, this option is disabled.
Note: Respect Queuing time does not affect Busy agents (in-call, wrap-up, or after-call work). Routing behaviour for Busy agents is controlled separately by the Wait for busy agents toggle in the Ring to Widget step of your Smartflow. Please see Smartflows widgets: Ring to and Redirect to for details.
Learn more about Respect Queuing Time and Ring to and Redirect to.
Priority lines
- Prioritize inbound calls being received on specified Aircall numbers over inbound calls being received on your other Aircall numbers.
- Ideal for VIP or emergency lines to reduce wait time.
Learn more about Priority Lines
Callback request
- Enable and configure a callback request message for Smartflows numbers.
- When a caller presses “*” during an audio message, this triggers the callback process.
- Additionally, you can choose if the callback should be automated or not.
You can customize the message using:
- Text-to-speech
- Audio file upload
- Direct recording
Important: This feature requires a Custom or Professional Plan.
Learn more about Managing Callback Requests
Mandatory call tagging
- When enabled, agents must tag every call before completing it.
- Helps ensure consistent post-call data and reporting.
Important: This feature requires a Custom or Professional Plan.
Call recording
Configure whether calls on this number are recorded, and control how recording behaves when calls are transferred externally.
Inbound and outbound recording
Enable automatic recording for inbound calls, outbound calls, or both. You can also allow agents to manually start and pause recording per call.
Transfers to phone numbers
Use the Automatically stop recording on transfers to phone numbers toggle to stop recording automatically when calls are cold-transferred or routed to an external number.
This setting applies to:
- Cold transfers to a phone number (external or internal Aircall number dialled directly)
- Calls routed to an phone number via an IVR Ring to External step
This setting does not apply to:
- Warm transfers (the caller is not on the line, so no sensitive data is at risk)
- Conferences (adding an external participant to an existing call)
Note: WWhen this setting is enabled, recordings stop as soon as the call is transferred or routed to a phone number, whether external or internal. If a cold transfer fails and the call returns to the agent, recording remains paused. The agent can manually resume from the Aircall app if needed.
Important: Verify that call recording is legal in your region before activating this feature.
For more information on how to activate call recording, please see Configuring Numbers: Activating call recording.
Transcription
- Enable transcriptions for:
- Call recordings
- Voicemails
- Or both
Learn more about Transcriptions
Live Assist
- Choose whether to enable real-time transcription for live calls.
- Choose if a Playbook should be enabled for your number.
- Choose if Live Prompts should be used for your number.
Important: These features require an Admin user with an AI Assist Pro license to configure. Only Agents assigned Pro licenses will be able to use the features.
Learn more about Live Transcription
Deleting a number
- You can delete a number directly from the Dashboard.
- Before deletion, ensure that you export any required data.
Important: If a number is deleted by accident, you may be able to recover it. Learn how to restore a deleted number
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