If you are not receiving inbound calls, several factors may be affecting call delivery. This article outlines the most common causes and how to resolve them.
Connection or network issues
Internet connectivity problems can disrupt inbound calls or prevent them from reaching agents.
To ensure a stable connection:
- Follow the network recommendations outlined in our connectivity guide.
- Use a supported device and an adequate headset to avoid audio or connection issues. Please see our articles Network Requirements and Recommendations and Device and headset recommendations for more details.
Note: Poor network quality can result in dropped calls, delayed ringing, or no incoming calls at all.
Agent availability
Agents must be available in the Aircall app to receive inbound calls.
Check the following:
- Agents are marked as available.
- Agents are not set to unavailable or offline.
If no agents are available, inbound calls will not be routed.
Call distribution settings
Inbound calls depend on correct call routing and number configuration.
Ensure that:
- Phone numbers are properly assigned to users or teams.
- Agents are assigned to the correct numbers.
- Call distribution rules are correctly configured.
Important: Any misconfiguration in Smartflows can prevent inbound calls from reaching agents, even if agents are available and assigned correctly.
For more information about call distribution configuration, please see our articles Smartflows: Call routing overview and Call routing basics: availability, queueing, and ringing rules (teams & users).
Working hours and timezone settings
Your number settings can also prevent calls from coming through.
Verify that:
- Working hours are correctly set.
- The correct timezone is applied to the number.
Incorrect working hours or timezone settings can cause calls to be routed incorrectly or blocked. For more details, please visit our article Configuring Numbers: Integrations, Business Hours and Teams & Users.
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