Using Cellular Calling on the Aircall Workspace app

Cellular Calling lets you make and receive Aircall calls over your carrier network instead of Wi-Fi or mobile data, so your calls stay clear when your internet connection is weak or unreliable. All your Aircall data (recordings, AI summaries, transcripts, analytics, and CRM logs) is preserved, exactly as with a standard Aircall call. This article explains how to set it up, how calls work, and how to fix common issues.

How Cellular Calling works

For outbound calls, Aircall first calls your linked personal phone number over your carrier network. This is the callback call. When you answer it, Aircall connects you to the person you're calling. For inbound calls, Aircall rings your linked personal number instead of the Aircall Workspace mobile app on your phone.

Requirements

Before you start, make sure you have:

• Android phone running Android 9 or later.
• The latest version of the Aircall Workspace mobile app.
• An active Aircall account with at least one number assigned.
• A personal phone number (non-Aircall, non-eSIM) to register as your carrier number. This is the number Aircall will call to connect you to your calls.

Setting up Cellular Calling

Setup takes three steps: link your carrier number, verify it, and turn on the toggle.

Step 1: Link your carrier number

Steps

1. Open the Aircall Workspace mobile app and go to Settings → Preferences → Calling.
2. Tap Link your carrier.
3. Enter your personal phone number (not an Aircall number or eSIM line).
4. Tap Save. Aircall sends a verification code by SMS to that number.

Note: Only personal (non-Aircall) numbers can be registered. If you try to add an Aircall line or eSIM number, you'll see: "Aircall line cannot be added." You can only have one carrier number linked per account.

Step 2: Verify your number

Steps

1. Enter the verification code you received by SMS.
2. Once verified, your number appears in settings with a Verified status.

If you already had a number registered for Transfer to Carrier, it will be pre-filled here. You'll need to verify it again by tapping Send code before you can use Cellular Calling.

Step 3: Turn on Cellular Calling

Steps

1. Once your number is verified, go to Settings → Preferences → Calling. The Use cellular connection for calls toggle now appears.
2. Turn the toggle on.

Once enabled, the toggle state is synced to your account. If you log in on another device, Cellular Calling will already be on, so there's no need to set it up again.

Making outbound calls

When Cellular Calling is on, every outbound call from the Keypad, call history, conversations, or contact cards routes over your carrier network instead of VoIP.

Steps

1. Tap the call button as usual from any screen.
2. A screen appears telling you that Aircall is calling your linked number. Keep the app open or go to your native dialer.
3. Your phone rings as a regular call from Aircall's bridge number. Answer it.
4. Once you accept, you're connected to your call recipient.

On the Keypad, a small Cellular indicator (chevron) next to the line selector confirms that the mode is active. The person you're calling still sees your Aircall number on their caller ID, never your personal number.

If you're calling from an eSIM line, this works differently. See Aircall eSIM lines.

Important: While you're waiting for the callback call (up to ~25 seconds), you cannot make or receive other calls, or change your settings. If the callback isn't answered in time, the call is registered as an unanswered outbound call and you can try again.

Tip: Save the Aircall bridge number as a contact on your phone, otherwise, your carrier or your phone may send the callback straight to voicemail instead of ringing you. See Avoiding voicemail interference on the callback call.

Receiving inbound calls

When the Cellular toggle is on, inbound calls to your Aircall number ring your personal carrier number instead of the Aircall Workspace app.

Answer it like a normal cellular call. If you're in the Aircall Workspace mobile app when the call arrives, an informational banner identifies it as an Aircall call.

Your other Aircall-connected devices, such as the Aircall Workspace desktop app and CTI, keep ringing via VoIP as usual, so your team can still pick up if you're away.

If the call is arriving on an eSIM line, this works differently. Please see Aircall eSIM lines.

During the call

The call runs entirely on your native phone dialer. Use your phone's native controls for mute, speaker, and hold.

Note: Aircall's in-call controls (mute, transfer, wrap-up) aren't available in the app while a cellular call is in progress. You manage the call entirely from your native dialer.

After the call

Once the call ends and you return to the Aircall Workspace mobile app, the call is treated as a regular call engagement:

• It appears in call history as a standard inbound or outbound call.
• It appears in the conversation with all the usual details.
• A cellular indicator (chevron) in the call detail view and call-ended view confirms the call was handled via cellular connection.
• All its data is preserved: recording, AI summary, transcript, analytics, and CRM logging.
• Your account's normal call-ended screen appears, including mandatory tagging if it applies.

Turning Cellular Calling off

To switch back to VoIP at any time:

Steps

1. Go to Settings → Preferences → Calling.
2. Turn off the Use cellular connection for calls toggle.

The Keypad's cellular indicator disappears, and all calls return to standard VoIP behavior immediately.

What's not available during Cellular Calling

• In-app call controls (mute, transfer, wrap-up): the call is active on your native dialer, so use your carrier controls instead.
• Auto-accepting the callback call: you have to manually accept the incoming callback call on your native dialer.
• Aircall eSIM lines as the carrier number: only personal (non-Aircall) numbers can be registered.
• Multiple linked carrier numbers: you can link one personal number per user account, and you can change it at any time.
• Cellular Calling for Outbound Campaigns: campaign calls go to the Aircall Workspace desktop app only, and the toggle has no effect on them.

How Cellular Calling interacts with other features

Aircall eSIM lines

If you have an Aircall eSIM line, the eSIM always takes precedence for calls on that line.

• Outbound calls from an eSIM line show the eSIM call options, Call via phone or Call via Aircall. The cellular callback doesn't trigger, even with the toggle on.
• Inbound calls to an eSIM line ring natively through the eSIM as usual. They aren't forwarded to your carrier number, even with the toggle on.
• Any other line follows the Cellular Calling toggle as described in this article.

Outbound Campaigns

Outbound Campaigns currently dispatch calls to the Aircall Workspace desktop app only, never to mobile. The Cellular Calling toggle has no effect on campaign calls, so you can use both at the same time without conflict.

Cellular Calling pricing

Troubleshooting

If Cellular Calling isn't working as expected, the issue usually falls into one of four areas: setting up your carrier number, call connection or audio quality, voicemail interfering with the callback call, or reinstalling the app and switching phones. Find your symptom below.

Setting up your carrier number

The "Use cellular connection for calls" toggle isn't showing

Your carrier number needs to be verified before the toggle appears. Make sure you've completed the SMS verification step in Settings → Preferences → Calling → Link your carrier.

You see "Aircall line cannot be added"

You've entered an Aircall line or eSIM number as your carrier number. Only personal (non-Aircall) numbers can be registered. Use your personal SIM number instead.

Call connection and audio quality

The callback call isn't coming through

Check that your personal number is reachable and has signal. If you're in an area with no cellular service, the callback call can't connect. Also confirm the number you are using has no robot call screening and automatic voicemail.

The call is connected but there's no audio, or the audio is poor

You're connected via your carrier network, so call quality depends on your carrier signal, not your internet connection. Check your cellular signal bars and try moving to a better coverage area.

The callback call timed out and the call wasn't connected

If the callback call isn't answered within about 25 seconds, the attempt is cancelled and registered as an unanswered outbound call. Check that your phone was reachable and try calling again.

Calls are still going through VoIP after you enabled Cellular Calling

Check that the toggle is on in Settings → Preferences → Calling. If you're using an eSIM line to make the call, eSIM Calling takes precedence over Cellular Calling. This is expected behavior.

Avoiding voicemail interference on the callback call

When Cellular Calling initiates an outbound call, Aircall first rings your linked carrier number to connect you. Because this callback arrives like any regular call, your phone's voicemail can interfere. Here's what to expect and how to avoid it.

What can happen

If you don't answer the callback call and your phone's voicemail picks it up, the system may interpret the voicemail answer as an accepted call. As a result, Aircall proceeds to dial your recipient, who will then hear your voicemail recording instead of a live conversation. The same can happen if you decline the callback call and your voicemail activates shortly after.

How to avoid it

Always answer the callback call promptly. When your phone rings with the Aircall callback, pick up before your voicemail activates. If you miss it, the call is registered as an unanswered outbound call, so simply try again.

Some carriers only connect calls from numbers saved in your contacts. If Aircall's bridge number isn't in your contacts, your carrier's voicemail may answer it automatically before your phone even rings.

Reinstalling the app or switching to a new Android phone

Your carrier number and toggle state are stored at the account level, so you don't need to re-verify your number when changing devices. However, because Cellular Calling needs to know which specific phone should receive calls over your carrier network, the app handles device changes differently depending on the situation.

Reinstalling the app on Android, or logging in on any new device

When you log into Aircall on a new phone or after reinstalling on Android, the app shows a confirmation prompt: "Do you want to use this phone for Cellular Calling?"

• Tap Yes: this phone becomes your active Cellular Calling device. Calls will ring here over your carrier network.
• Tap No or dismiss: Cellular Calling falls back to VoIP on this phone. Your old device (if still active) continues to receive calls over the carrier network.

If you skip this prompt and later want to re-enable Cellular Calling, go to Settings → Preferences → Calling and toggle it on. The prompt will appear again.

Enabling Cellular Calling when it's already active on another device

If you turn on the Cellular toggle on a phone while another device is already set as your Cellular Calling device, the app will show a takeover message to confirm the switch. Confirming moves Cellular Calling to the new device and deactivates it on the previous one.

You stopped receiving calls after reinstalling the app

If inbound calls aren't arriving over your carrier network after a reinstall, go to Settings → Preferences → Calling and check that the toggle is still on. On Android, you may need to tap the toggle once to confirm this is the phone you want to use.

FAQs

Does the person I call see my personal phone number?

No. They still see your Aircall number on their caller ID, never your personal number.

Can I link more than one carrier number?

No. You can only have one carrier number linked per account.

Is my call data preserved when I use Cellular Calling?

Yes. Recordings, AI summaries, transcripts, analytics, and CRM logs are preserved, exactly as with a regular Aircall call.