In some cases, a user may appear to be on an active call in the Aircall Dashboard or Aircall Phone, even though the call has already ended. When this happens, that user will not be able to receive any new calls until the situation is resolved.

Symptom

  • A user shows as in a call in the Aircall Dashboard or Aircall Workspace, even though they are not actually speaking with anyone.
  • Other teammates see this user as busy.
  • The affected user cannot receive new incoming calls.

Cause

While this is uncommon, certain technical issues can prevent Aircall from correctly disconnecting the call on the backend.

Even though:

  • The call has ended for the Aircall user, and
  • The external party has also left the call,

Aircall's backend may still treat the call as active. As a result, the user continues to appear as if they are on a call and is considered unavailable for new calls.

Resolution

  1. Monitor the user for a short period to see if the status clears on its own.
  2. If the user still appears to be in a call or cannot receive calls:
    • Collect basic details such as:
      • User name and email
      • Approximate time the issue started
      • Any recent call information, if known
    • Contact Aircall Support and provide these details.
  3. Follow any troubleshooting or reset steps provided by Support.
Note: Reaching out to Aircall Support helps ensure that any underlying technical cause is investigated and properly corrected.

Best practices to help prevent this issue

While various technical situations can cause this behavior, you can reduce the likelihood of it occurring by following this recommended practice:

  • At the end of each working day, agents should:
    • Manually sign out of Aircall.
    • Completely close their Aircall applications.
  • At the start of their next working day, agents should:
    • Reopen the Aircall application.
    • Sign in manually again.

This regular sign-out and sign-in routine helps keep sessions fresh and can minimize session-related issues, including cases where a user appears stuck in a call.