There are several reasons why you may not receive calls:
Connection/Network issues
Internet connection issues can lead to disruptions when receiving phone calls. To ensure an optimal connection, please follow our recommendations in this article. Additionally, it is important to use an adequate Device and/or Headset.
Agent availability
Ensure that agents are marked as available in the Aircall app. If agents are set to unavailable or offline, calls will not be routed to them.
Call Distribution Settings
In order to receive calls, users need to ensure that routing is correctly set up, and that agents are assigned to the appropriate numbers to answer incoming phone calls.
Calls cannot be received if numbers are not properly assigned. Additionally, the way you have set up your call distribution and number settings (working hours and timezone) can result in not receiving calls. Find out more information: here.
If you are using Smartflows, ensure that the call flow is correctly set up to ensure calls are not dropped or misrouted. To find more information about the set up of your call distribution with Smartflows, please visit: Understanding Smartflows Call Routing.