If your Aircall number is unreachable and you see multiple inbound missed calls that never rang for any agent, this article walks you through the most common causes and how to resolve them.

Check number working hours and timezone

The first step is to verify the working hours configured on the phone number, including the timezone. If the number is outside of its working hours, inbound calls will not ring through to agents.

Steps:

  1. Go to Aircall Dashboard > Numbers

  2. Select the phone number you want to configure. You can also search for the number using the search bar.
  3. Open the Call Distribution tab to open the Smarflows editor.
  4. Select the Time Rule Widget.
  5. Ensure that the working hours configured cover the time when calls are being placed and that the correct timezone is selected.
Image showing time rule widget configuration
Note: If the calls disconnect immediately without playing any of the audio messages configured in Smartflows, the issue is likely caused by corrupted audio files. To resolve this, reconvert the audio file you uploaded.
Even if your file is already in MP3 format, reconverting MP3 to MP3 can remove extra data added by certain software that may cause playback issues. For more information on audio requirements and recomendations on how to convert and recovert to MP3, please see our article Audio files requirements and recommendations

One specific number cannot reach you

If only one specific phone number cannot call your Aircall number, but other numbers from the same country can, please contact Aircall Support. Provide the following information:

  • The phone number that is trying to call you.

  • The Aircall number they are trying to reach.

  • The exact date and time of the call attempt, including the timezone.

  • At least two separate call examples.

Important: The call attempts must be no older than 48 hours for our agents to properly investigate with the external operator.

None of your numbers can be reached

If none of your Aircall numbers are reachable and callers hear a message saying, “This number is unreachable,” the issue is often related to billing.

What to do

  1. Contact an admin user on your Aircall account.

  2. Ask them to verify that all payments are up to date.

  3. If there is a pending payment, update the payment information.

  4. Contact the Aircall Billing team to assist with collecting the payment and reactivating the account.

Once payments are resolved, inbound calling should be restored.