When reviewing Aircall analytics reports, you may notice that some inbound calls appear as outbound. This happens when an inbound call is forwarded to an external number outside Aircall.

Symptom

An inbound call appears in reports as outbound. This occurs when the call is transferred from Aircall to an external number.

For more details on forwarding, see our article Forwarding inbound calls out of Aircall.

Cause

When Aircall forwards a call to an external number, Aircall is responsible for placing the outbound leg of the call. This causes the call to be classified as outbound in analytics.

Solution

If you want all inbound calls to remain classified as inbound, make sure that no inbound calls are redirected to external numbers.