Understanding how external numbers are billed

This article explains what an external number is, how it is billed, and how it differs from a temporary number. Understanding these differences helps you avoid unexpected charges and ensures your numbers are configured correctly.

What is an external number?

An External Number allows you to display a phone number you already own when making outbound calls from Aircall. In practice:

• You can place outbound calls using your existing number
• The number is not hosted by Aircall
• It is not designed to receive inbound calls in Aircall

This setup is commonly used when you want customers to see a familiar or established number when you contact them. For setup instructions, refer to the dedicated article on configuring an external number in Aircall.

How external numbers are billed

Number subscription

External numbers are billed as active numbers on your account. Even though the number is not hosted by Aircall, it:

• Exists in your Aircall Dashboard
• Can be used for outbound calls
• Appears in reporting and analytics

If you have questions about your number subscription cost, please contact our Account manager team.

Outbound call charges

All outbound calls made using an external number are billed. Although the number belongs to you, calls are still routed through Aircall’s infrastructure. This generates telecom costs, which are reflected in your usage billing.

Can external numbers receive inbound calls?

External numbers are not intended to receive incoming calls in Aircall. If you notice inbound calls on an external number, it usually indicates one of the following:

• The number was recently transferred or ported and setup is still being finalized
• The configuration has not been fully updated
• The number was set up incorrectly

Important: If inbound calls appear linked to your External Number, please contact our Customer Support team to review the configuration and prevent reporting inconsistencies or billing confusion.

Note: Inbound calls may appear on an external number if it has been included in a Smartflow. If this happens, review your routing configuration to ensure the number is set up as intended.

External Numbers vs Temporary Numbers

External Numbers and Temporary Numbers serve different purposes and must be configured accordingly.

Key differences

For more details, see the article on understanding your call charges.

Important: Temporary Numbers should not be configured as external numbers. Proper categorization ensures accurate billing and reporting.

Common misconceptions

• “External Numbers are free.”: External Numbers are active on your account, and outbound calls are billed.
• “Temporary Numbers are completely free.”: The number license is free during the porting period, but inbound toll-free and outbound call usage is still billed.
• “External Numbers can receive inbound calls.”: They are not designed to handle incoming calls in Aircall.
• “External Numbers and Temporary Numbers are the same.”: They serve different purposes and must be set up differently.

Best practices

To ensure correct configuration and predictable billing:

• Use external numbers only for outbound calling
• Use temporary numbers only during setup or porting
• Monitor inbound activity on external numbers

If you need assistance, contact our Customer Support team to review and correct your setup.