Aircall Help Center | Calls showing as made or answered Anonymous

This article explains the different situations in which calls may appear as made by Anonymous or answered by anonymous in Aircall Workspace. It covers internal call transfers, external call forwarding, and call history behavior related to deleted users.

Overview

Calls can appear as Anonymous in Aircall Workspace for two main reasons:

How call distribution is configured, especially when calls are routed to teams.
The deletion of users who previously handled calls.

Each scenario is expected behavior and can be resolved or explained depending on the context.

Internally transferred calls showing as made by Anonymous

Symptom

When calls are transferred internally from one team to another, or from one department to another, the call appears as Anonymous instead of showing the name of the agent who initiated or transferred the call.

Cause

This occurs when a team is assigned to the call distribution of a phone number.

When a number is routed to a team rather than to an individual user, Aircall cannot associate the call with a specific user during internal transfers. As a result, the caller identity is displayed as Anonymous.

Solution

To display an agent name instead of Anonymous, update your call distribution or Smartflow configuration.

Steps:

Go to Aircall Dashboard > Numbers.
Open the call distribution or Smartflow settings for the affected phone number.
Review the routing step where the call is assigned to a team.
Replace the team assignment with an assignment to an individual user.
Save and publish the updated call flow.

Once the call is routed to a specific user, internal transfers will display that user’s name instead of Anonymous.

Tip: Assigning calls to individual users improves call traceability and helps agents clearly identify who is transferring the call.

Anonymous calls forwarded to external numbers

When calls from anonymous or unknown numbers are forwarded to an external number, Aircall applies a default caller ID to ensure successful call routing.

In this situation:

The call appears with the industry standard default number +266696687 in the FROM field.
This prevents carriers from blocking calls that use anonymous caller IDs.
The anonymity of the original caller is preserved.

Note: This behavior applies only to externally routed calls from anonymous or unknown callers and does not affect internal call identification once the call is assigned to a specific user.

Inbound calls showing as made by Anonymous

Symptom

When reviewing inbound calls in the Aircall Workspace call history, some calls display Answered by anonymous instead of showing the name of an agent.

Cause

This happens when one or more users who handled those calls have been deleted from your Aircall account.

When a user is deleted:

Calls they made or received remain available in Aircall.
Call recordings associated with those calls are retained.
The user profile no longer exists in the system.

Because the user no longer exists, Aircall cannot display their name. Instead of leaving the field empty, the call history shows Answered by anonymous.

Note: This is expected behavior and does not indicate an issue with call routing or reporting. It simply reflects that the original user account has been removed.

Overview

Calls can appear as Anonymous in Aircall Workspace for two main reasons:

How call distribution is configured, especially when calls are routed to teams.
The deletion of users who previously handled calls.

Each scenario is expected behavior and can be resolved or explained depending on the context.

Internally transferred calls showing as made by Anonymous

Symptom

Cause

This occurs when a team is assigned to the call distribution of a phone number.

Solution

To display an agent name instead of Anonymous, update your call distribution or Smartflow configuration.

Steps:

Go to Aircall Dashboard > Numbers.
Open the call distribution or Smartflow settings for the affected phone number.
Review the routing step where the call is assigned to a team.
Replace the team assignment with an assignment to an individual user.
Save and publish the updated call flow.

Once the call is routed to a specific user, internal transfers will display that user’s name instead of Anonymous.

Tip: Assigning calls to individual users improves call traceability and helps agents clearly identify who is transferring the call.

Anonymous calls forwarded to external numbers

When calls from anonymous or unknown numbers are forwarded to an external number, Aircall applies a default caller ID to ensure successful call routing.

In this situation:

The call appears with the industry standard default number +266696687 in the FROM field.
This prevents carriers from blocking calls that use anonymous caller IDs.
The anonymity of the original caller is preserved.

Note: This behavior applies only to externally routed calls from anonymous or unknown callers and does not affect internal call identification once the call is assigned to a specific user.

Inbound calls showing as made by Anonymous

Symptom

When reviewing inbound calls in the Aircall Workspace call history, some calls display Answered by anonymous instead of showing the name of an agent.

Cause

This happens when one or more users who handled those calls have been deleted from your Aircall account.

When a user is deleted:

Calls they made or received remain available in Aircall.
Call recordings associated with those calls are retained.
The user profile no longer exists in the system.

Because the user no longer exists, Aircall cannot display their name. Instead of leaving the field empty, the call history shows Answered by anonymous.

Note: This is expected behavior and does not indicate an issue with call routing or reporting. It simply reflects that the original user account has been removed.