Aircall uses a global network of Media Servers to route voice traffic and ensure good call quality. The Roaming feature controls how your calls connect to these servers, either dynamically or through a custom selection.

How roaming and geo-routing work

Aircall voice connectivity works by transmitting audio through a Media Server. These servers are located around the world in strategic locations.

By default, users are dynamically routed to the nearest Media Server when a call is made. This automatic selection is known as geo-routing and is designed to:

  • Reduce latency

  • Improve audio quality

  • Minimize audio artifacts

However, in some situations, this automated routing can be misled, especially when using a VPN.

Roaming and VPN usage

When a user is connected through a VPN tunnel, their internet traffic may appear to come from a different location. In that case:

  • The Roaming feature will detect the VPN IP location, not the user’s real physical location

  • Aircall will connect to the Media Server closest to the VPN endpoint

  • This may lead to a non-ideal server selection and potential impact on call quality

Ideally, setting up VPN split tunnelling is the best way to correct these issues. With split tunneling:

  • Aircall runs outside the VPN

  • Aircall uses the user’s correct IP address

  • Roaming can select the appropriate nearby Media Server

Roaming options

Dynamic roaming

Dynamic Roaming is the default and recommended mode.

When Dynamic is enabled:

  • The application automatically selects the Media Server expected to provide the best call quality

  • Geo-routing is used to choose the fastest suitable server based on the user’s current location and network conditions

  • The goal is to minimize latency and avoid audio artifacts

Custom selected roaming

With Custom Selected Roaming:

  • Aircall connects to the server you manually select

  • The choice ignores the geographical location of the user’s IP address

This can be helpful in specific troubleshooting scenarios or controlled network setups, but it should be used carefully, since it overrides dynamic selection.

Note: Roaming 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.

Change Roaming in Aircall Workspace

To change the Roaming setting in Aircall Workspace:

Steps:

  1. Open your Aircall Workspace.

  2. Click on your profile picture in the top left corner and select Settings.

  3. Select Network diagnostics from the menu.

  4. Navigate to the Quality tab.

  5. Under Roaming, choose the country or region closest to the geographic location you are calling from.

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