If you are seeing multiple inbound missed calls that did not ring to any agent, the first step is to check the working hours that you have set on the number, including the timezone you are in.
- Old routing system - Legacy:
- New routing system - Smartflow:
If calls are disconnecting without playing any of the messages you set in place, it is likely your audio messages are corrupt:
- If you are facing this issue, please reconvert the MP3 file you had uploaded by following link: https://audio.online-convert.com/convert-to-mp3
- Upload your file then convert to mp3
- Even if your file is already an mp3, reconverting (mp3 to mp3) can remove extra data that may have been added to the file by certain softwares
- Once reconfigured, please reupload the file in your distribution and perform a test call
- If you are still facing issues after following these steps, please contact Aircall Support.
If a specific number cannot call you, but other numbers from that country are, please reach out to Aircall support with the following information:
- The number that is trying to call you
- The Aircall number they are trying to call
- The exact time they tried to reach you, including the timezone
- Include at least two separate examples
The information should be no older than 48 hours for our agents to be able to properly investigate with the external operator.
⚠️ If none of your numbers can be reached, and when calling them you get a message saying “This number is unreachable”:
- Reach out to an admin user on your account to have them check that all payments are up-to-date
- If you have a pending payment, please update your payment information and contact the Aircall Billing team to have them assist you with collecting the payment and reactivating your account