This article explains what Direct Numbers are, how they differ from shared lines, and how to set one up in the Aircall Dashboard.

What is a Direct Number

A Direct Number is a French mobile number permanently assigned to a single user. Unlike a shared line, which can ring multiple agents or route to a team, a Direct Number creates a fixed, exclusive link between one phone number and one person.

Direct Numbers are required for eSIM configuration, as eSIMs are a personal feature and cannot be used on shared lines.

Direct Number vs shared line

Direct NumberShared line
Assigned to: One user onlyAssigned to: Multiple users or a team
Coaching: AvailableCoaching: Available
Call flow editor: RestrictedCall flow editor: Full access
Applicable to: FR mobile numbersApplicable to: All other number types
eSIMs: AvailableeSIMs: Not available

Setting up a Direct Number

Option 1: Purchase a new French mobile number

When an Admin purchases a new French mobile number, they are prompted to configure it the first time they open the call distribution settings.

Steps

  1. Log in to the Aircall Dashboard and go to Numbers
  2. Purchase a new French mobile number
  3. Go to Call Distribution and press edit
  4. When the setup modal appears, choose one of the following:
    • Convert to Direct Number: assigns the number to one user and applies the Direct Number call flow template
    • Keep as shared line: leaves the number as a shared line. The Admin must manually update the call flow later if they want to use the number with an eSIM
Screenshot 2026-04-07 at 17.13.23.png

Option 2: Convert an existing shared line

French mobile numbers currently configured as shared lines must be converted to a Direct Number before an eSIM can be assigned.

Steps

  1. Go to Aircall Dashboard > Numbers
  2. Select the French mobile number you want to convert
  3. Open the Teams and Users tab or the Integrations tab to begin the conversion

  4. Press convert to direct number on Teams and Users tab or edit call flow on integrations tab

    convert to direct number under Team & users
  5. edit call flow under integrations
  6. Assign the selected user to the Call distribution
  7. Press Publish
Assigning user to call distribution
Important: Converting a shared line to a Direct Number will restrict the call flow editor and remove team routing for that number. This cannot be undone without reconfiguring the number from scratch.

Converting a call distribution with multiple “Ring To” widgets

All existing widgets in the call distribution will remain unchanged. However, all “Ring To” widgets will be reassigned to the same single user.