When inbound calls are not coming directly to Aircall but are forwarded from another carrier, any issue is often related to that forwarding path.

The forwarding configuration at the forwarding carrier may need adjustment (for example, to ensure all calls are forwarded, or to preserve the original caller number), or the specific call path used for forwarded calls may need checking.

Common symptoms include:

  • The original calling number is not shown on inbound calls received by Aircall
  • Calls are dropping
  • Calls do not reach Aircall at all

This article outlines the key checks you should perform upfront to speed up investigation.

Before contacting support: checks to perform

1. Test a direct call to your Aircall number

  • Place a direct call to the Aircall number, bypassing the usual call forwarding.
  • Check whether the issue appears on the direct call:
    • If the issue does not appear on the direct call, the problem is normally related to the forwarding carrier and their configuration.

2. Check how the call looks at the forwarding carrier

Ask your forwarding carrier to confirm:

  • Does the issue appear as the call arrives to them?
  • Does the issue appear as the call is forwarded from them to Aircall?

This helps identify whether the problem is introduced:

  • Before the forwarding carrier receives the call, or
  • When the forwarding carrier sends the call to Aircall

3. If the issue is with the calling number

If the problem is that the original calling number is not shown correctly (for example, wrong number or anonymous):

  • Check whether the correct calling number appears on the inbound call to the forwarding carrier.
  • Check whether the correct calling number appears on the forwarded call sent to Aircall.

This will indicate whether the caller ID is being lost or changed before or during forwarding.

4. If the issue is dropped calls

If calls are dropping, check where the disconnect is coming from.

  • Ask the forwarding carrier where the SIP BYE that disconnects the call is coming from, as seen in their traces:
    • From the forwarding carrier
    • From the calling side
    • From the Aircall side

This information is key to understanding which part of the call path is ending the call.

5. If inbound calls do not reach Aircall

If inbound calls never appear in Aircall:

  • Confirm with the forwarding carrier whether calls reach them.
  • If they do, verify whether calls are then leaving the forwarding carrier towards Aircall.

This will help determine if the call is being lost before or after forwarding is attempted.

Information to request from the forwarding carrier

The forwarding carrier should be able to provide:

  • Logs or traces of the call as it arrives to them
  • Logs or traces of the same call as it leaves them on its way to Aircall

Having these details ready will significantly speed up diagnosis and resolution when working with Aircall Support.