Sometimes it is convenient to send an inbound call outside of Aircall directly, whether that be to forward to a personal number, call center, etc. With Aircall, this type of forwarding can be done in two ways:
Using Smartflows Routing
If the number receiving the inbound calls uses Smartflows, a "Ring to" widget pointing to the desired external number will achieve this goal easily:
Ghost Users
If the number receiving the inbound calls uses the previous routing method (not Smartflows), ghost users may be used. A ghost user is a user that is created for the sole purpose of forwarding inbound calls out to an external number, and will not be using the Aircall application.
Once user has been created, you must:
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log in one time as that user to initiate a session on our platform
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set up the Forward to External Number Feature (configured from the user section in the dashboard)
When an inbound call is routed to this user, it will trigger the call redirection automatically:
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The ghost user will create a call conference and add themselves to it
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then it will add the caller in the conference
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finally it will then add the person answering from the external number in the conference
As long as the conference is on, the ghost user will be considered as “in call” and won’t be able to perform any further call redirects until call is ended.
If multiple calls are to be redirected out, multiple ghost users must be created (as many as the number of calls to be handled this way concurrently), added to a team, add then the team has to be added to number's distribution list.