Inbound calls cross a number of carriers (telephone companies) from the calling one to Aircall when an Aircall number is called. If the routing rules that tell one company what the next hop is in the call path are wrong, the call will be misrouted and will not reach Aircall. If a carrier blocks a number by mistake, the inbound call may be blocked and not reach Aircall. There are several reasons why inbound calls may not reach Aircall.
What to do
If you see inbound calls are not reaching Aircall, please do the following:
- Report it to Aircall as soon as possible. The sooner Aircall is aware, the sooner it can check where the problem lies and fix it.
- Collect examples of problematic calls from the last 48 hours. Carriers will typically refuse to investigate calls older than that and will demand examples of problematic calls (the exact number they will require changes from carrier to carrier. Try to collect at least 3 cal examples). They will not check this kind of issue without examples.
- The data we need for each sample call is:
- The calling number, in international format (including country code).
- The called number, in international format.
- The UTC time and date of the call.
- If you see the problem lies with a particular calling telephone company (i.e. calls from carrier X reach you on Aircall but those from carrier Y do not), report the problem to that company directly as the issue lies probably with them or closer to them than to Aircall and the sooner the carrier having the issue is contacted, the faster the solution.