Direct Numbers

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 or Spanish 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.

Note: Spanish mobile numbers are always created as Direct Numbers; they can never exist as shared lines. A Spanish Direct Number can be created before a user is assigned, but it stays inactive until a user, an eSIM, and KYC are all in place.

Direct Number vs shared line

Setting up a Direct Number

French mobile numbers

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

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

   

   

5. Assign the selected user to the Call distribution
6. Press Publish

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.

Spanish mobile numbers

Purchasing a new Spanish mobile number

Every Spanish mobile number is created as a Direct Number. 

At purchase, the Admin can optionally select a user and an eSIM directly in the same flow.

• If both a user and an eSIM are selected, the number is created active, and an email with a QR code is sent to the assigned agent to complete eSIM setup.
• If either the user or the eSIM isn't selected at purchase, the number is still created as a Direct Number, but stays inactive. It can only be activated once all three of the following are in place: a completed business details form (individual or business use), a single user assigned, and an eSIM assigned. Purchase itself is never blocked; an incomplete number simply sits inactive until all three conditions are met, and no QR code is sent until then.

To assign the user later, open the number's call flow and set them as the Ring To user, the same mechanism used to convert a French shared line to a Direct Number. The eSIM license is assigned separately, from the number's Integrations tab.

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.