Inbound calls pass through several carriers, or telephone companies, before reaching Aircall. If the routing rules that tell one carrier where to send a call next are incorrect, calls may be misrouted and never arrive at Aircall. If a carrier blocks a number by mistake, inbound calls can also be blocked before they reach Aircall.

There are several reasons why inbound calls may not reach Aircall, but you can help us investigate and resolve the issue by collecting key information.

What to do if your Aircall number is not receiving calls

If you see that inbound calls are not reaching Aircall, follow the steps below.

Steps:

  1. Report the issue to Aircall as soon as possible.
    The sooner Aircall is aware of the problem, the sooner we can check where the issue lies and work with carriers to fix it.
  2. Collect examples of problematic calls from the last 48 hours.
    Carriers typically refuse to investigate calls older than 48 hours and will demand examples of problematic calls. The exact number of examples required may vary by carrier, but you should try to collect at least 3 call examples.
  3. Gather the following data for each sample call:
    • The calling number, in international format, including country code
    • The called number, in international format
    • The UTC time and date of the call
  4. If the problem seems specific to one carrier, contact them as well.
    If you notice that calls from one carrier reach you on Aircall but calls from another carrier do not, report the issue directly to the carrier whose calls are failing.
Important: Carriers will not investigate this type of routing or blocking issue without recent and detailed call examples. Make sure all sample calls are from the last 48 hours and include complete information.

If the issue is limited to a particular calling telephone company, the problem is likely with that company or somewhere upstream from them rather than with Aircall. The sooner the affected carrier is contacted, the faster the problem can be resolved.