In some cases, agents answer an inbound call in the Aircall app, but the call does not fully connect. This results in no audio, no active connectivity, and the call being incorrectly logged as Missed or Unanswered in the Aircall Dashboard and Activity Feed.

Issue

Users answer calls within the app, but the call appears “stuck” with no audio and no established connection. Although the agent attempted to pick up, Aircall records the interaction as not answered.

Symptoms

  • Routing is active: The call successfully routes to the specified user or team line.
  • Agent interaction: One or more agents may attempt to answer, but the system does not register the connection.
  • Call timeline: The timeline shows “User did not answer” despite the agent’s attempt.
  • Caller experience: The caller hears silence and eventually hangs up, causing the call to be marked as Missed.

Resolution: Reset user assignment

This issue often occurs due to a synchronization error between the user profile and the call distribution logic. Re-syncing the user on the affected number or team usually resolves the “stuck” state.

If the user is directly assigned to a number:

  1. Go to Aircall Dashboard > Numbers.
  2. Select the affected number.
  3. Go to the Call Distribution tab and click on Edit.
  4. Find the “Ring To” widget where that user was assigned.
  5. Remove the user experiencing the issue from that number (remove it from the “Ring To” widget).
  6. Immediately add the same user back.

If the user is part of a team assigned to a number:

  1. Go to Aircall Dashboard > Users and Teams > Teams
  2. Select the affected team.
  1. Remove the user experiencing the issue from that team.
  2. Immediately add the same user back to the same team.

Important things to consider if the user was added to any configuration in Smartflows:

  • Check the number Call distribution (ring times, distribution rules, etc) to make sure the user is still added to the right widget settings.

For more information on how to edit the call distribution, please see the articles available in the Smartflows section of our Help Center.

Verification

After re-adding the user, perform 2 to 3 test calls and confirm:

  • The app rings correctly.
  • Two-way audio is established immediately upon answering.
  • The call logs correctly in the Aircall Dashboard as Answered.
If the issue persists after re-syncing the user, collect a few Call IDs and contact Aircall Customer Support for deeper investigation into carrier logs.