Using an external number in Aircall

You can use an external number (a number not hosted by Aircall) to make and receive calls in the Aircall app. This lets you keep your existing phone number while benefiting from Aircall features such as call routing, voicemail, and analytics.

Important: Using external numbers should always be considered a temporary solution before purchasing an Aircall number or porting your numbers to Aircall.

External numbers that are not ported to, or purchased through, Aircall may be blocked or have their caller ID changed by destination or intermediary carriers. Aircall cannot guarantee call reachability or the correct display of caller ID for external numbers.

To use an external number, you must request its creation through Aircall Support. You will need to provide proof of ownership and keep an active contract with your current telecom provider.

Requesting an external number

To begin using an external number in Aircall, follow the steps below:

Steps:

1. Contact Customer Support

2. In your request, include:

   • A clear statement that you want to use an external number

   • The full number, including the country code

3. Attach a proof of ownership document, such as:

   • A recent invoice from your current provider

   • A screenshot from your provider’s customer portal showing the number

   • Customer Service Record (CSR) or declaration of ownership issued by your current provider

4. Wait for confirmation from Aircall Support. Once approved, the number will be added to your dashboard with an “external” label.

Important: Requests without valid proof of ownership will not be processed.

Your telecom contract must remain active. If your number is deactivated by your current provider, it will no longer work in Aircall.

How external numbers work in Aircall

After your external number is added, it can be assigned to users, teams, and workflows like any other number in Aircall. However, there are key differences in how inbound and outbound calls work.

Outbound calls

When making outbound calls with an external number:

• Calls are made through the Aircall app.

• The external number is displayed as the caller ID.

• Your telecom provider must support caller ID override (CLI presentation).

Important: If your provider does not support caller ID override, outbound calls may show a default Aircall number instead of your external number.

Even when caller ID override is supported, calls made using caller IDs from external numbers are more likely to be automatically rejected by receiving carriers.

Inbound calls

External numbers do not automatically route incoming calls to Aircall. To receive inbound calls, you must forward all incoming calls on this number from your existing provider to an Aircall-hosted number.

Steps:

1. Make sure you have an Aircall-hosted number available.

2. From your provider’s settings, set up call forwarding from your external number to your Aircall number. If you need help setting up this forward please contact your current provider.

Note: Your provider may charge fees for forwarding calls. Check with your provider before setting this up.

Feature comparison

Summary

Using an external number allows you to keep your existing number while still using Aircall’s call handling, routing, and reporting features. To activate and use an external number, you must:

• Submit a request to Aircall Support

• Provide valid proof of ownership

• Maintain an active contract with your current telecom provider

• Confirm that your provider supports caller ID override

• Set up call forwarding from your external number to an Aircall-hosted number for inbound calls

Once configured, the external number can be used in your Aircall workflows much like any Aircall-hosted number, with the limitations and conditions described above.