If outbound calls from your Aircall number are working, but inbound calls are not coming through, this usually indicates an issue with where the phone number is hosted or how calls are routed to Aircall.

This article explains the typical symptom, root cause, and available solutions.

Symptom

Users notice that:

  • Outbound calls from the Aircall number work as expected
  • Inbound calls to that same number do not reach Aircall

Cause

Inbound calls are always routed to the carrier that hosts the phone number.

  • If a number is hosted by Aircall, calls made to that number are delivered directly to Aircall.
  • If a number is hosted by another carrier (carrier X), calls to that number will go to carrier X, not to Aircall.

In this case:

  • If your number is not hosted by Aircall and there is no call forwarding or transfer in place from the external carrier to Aircall, inbound calls will never reach Aircall, even though outbound calls from Aircall using that number work correctly.

Solution

There are two main options to ensure inbound calls reach Aircall:

  1. Buy a new number directly from Aircall
    • This ensures that both inbound and outbound calls are fully hosted and routed through Aircall. For details, please see Number purchasing in Aircall.
  2. Port your externally hosted number to Aircall
    • If you want to keep your existing number that is currently hosted by another carrier, you can request a porting process to move that number to Aircall. For details, please see Aircall porting guide.