⚠️ Please note that this article provides information for understanding the roaming feature, with images from the Aircall Phone app. While feature information here is relevant to Aircall Workspace, please also visit Aircall Workspace - Quality settings to see images of Aircall Workspace.
Aircall voice connectivity occurs by transmitting audio through a server, known as a Media Server. These servers exist all over the world, at strategic locations.
To ensure good audio quality, as default, users are dynamically routed to their nearest Media Server when a call is made. This is known as geo-routing.
However, in some circumstances, this automated routing feature can be misled by the usage of VPNs, leading to a non-ideal Media Server selection.
While Aircall utilizes dynamic roaming to connect calls to the closest available server by default, there can be instances where this doesn't happen. For example, when a user is using a VPN tunnel to mask or redirect their internet traffic, this can affect the IP location and it will connect to the closest server of this IP. Ideally, setting up a VPN split tunnelling is the best way to correct these issues. Setting up a VPN split tunnelling will allow Aircall to operate outside the VPN and will report the user's correct IP address.
Roaming options
Dynamic Roaming
The Roaming feature is designed to automatically select the server that is expected to provide the best call quality for the user at the time of the call. When "Dynamic" is enabled, the application uses geo-routing to choose the fastest suitable Media Server based on the user's current location and network conditions, with the goal of minimizing latency and avoiding audio artifacts.
Custom Selected Roaming
It will connect to the server that you select disregarding the geographical location of the user's IP address.
To change the Roaming setting:
- Open your Aircall app
- Click on your profile picture in the top left corner
- Select Preferences from the menu
- Navigate to the Quality tab
- Under Roaming, choose the country or region closest to the geographic location you are calling from.
⚠️ Please note: This feature is based on the IP location where you are using Aircall. Not the phone number you are calling or the number you are calling from.