When reviewing your company's call history, you may see that transferred calls appear as two distinct call entries. This is expected behavior and depends on where the call is transferred.

Why transferred calls appear twice

When a call is transferred, the system treats the transfer as a new call. This applies whether the call is transferred to an external number or to another Aircall number. Because Aircall cannot predict the final destination of the transfer, it logs the transferred leg as a separate call.

How transferred calls are logged

  • Transfers to another Aircall number appear as a separate inbound call.
  • Transfers to an external number appear as a separate outbound call.

Impact on call recordings

If call recordings are enabled, two recordings will be generated:

  • One recording for the original call, which includes the full conversation.
  • A second recording for the transferred leg, which contains only the portion of the call after the transfer takes place.
Tip: Review both recordings to capture the complete interaction when a call has been transferred.