A user may configure Aircall Workspace to be available for calls but still not receive any incoming calls. This issue often occurs when the user has been granted Call and data access on a number instead of being added to that number’s call distribution.

This article explains the symptoms, cause, and steps to resolve the issue.

For more information about call and data, please see our article Enabling your number for call and data access.

Symptom

A user appears available but does not receive incoming calls. You may observe the following:

  • The user can make outgoing calls but cannot be called back.
  • Their Available status is selected in the Aircall app or in Aircall Workspace.

Cause

The user is likely assigned to the number under Call and data access rather than under the number’s Call Distribution.

  • Call and data access allows a user to make outbound calls and view call data.
  • It does not allow the user to receive inbound calls.

This setting was most likely enabled by an admin.

Solution

To ensure the user can receive calls, an admin should update the number’s settings.

Steps:

  1. Go to Aircall Dashboard > Numbers.
  2. Select the number you want to update
  3. Go to the Team & Users tab
  4. Under Call and data access section, locate the user.
  5. Click the three dots next to the user’s details and select Remove.
Image showing how to solve the problem in the Numbers section

After completing these steps:

  1. Confirm that the user has been correctly added to the call distribution for the numbers that should ring for them.
  2. Ask the user to check their Aircall app to ensure:
    • Their Available status is selected.
    • They are within their assigned working hours.
Note: If the user still cannot receive calls, refer to the article Why am I not receiving inbound calls? for additional troubleshooting guidance.