This article is a complete guide to making phone calls by using Aircall integration in BoldDesk. It includes procedures for creating tickets and activities for calls and troubleshooting advice for common problems.

Prerequisites

Before managing phone calls in BoldDesk, ensure:

• Aircall is installed and authorized in your BoldDesk account.
• You have valid Aircall user credentials.
• At least one Aircall phone number is selected during integration.

Access the Aircall Widget

1. In the left navigation bar, click the phone icon to open the Aircall module.

2. The Aircall widget will appear.
   

   
   
   

3. Sign in using your Aircall credentials.

Make a New Call

1. Enter the phone number you want to call in the Aircall widget.
   

   
   
   

2. Click Call to initiate the call.

Click-to-Call Feature

• Agents can click a phone number on the Contacts page or Ticket page.
• The selected number will automatically appear in the Aircall dialer for immediate calling.
  

• A ticket or activity (based on integration settings) is automatically created for:
  • Incoming calls
  • Outgoing calls
  • Missed calls
  • Voicemails

Call Transcription in BoldDesk

• Transcripts appear directly in tickets and activities for both incoming and outgoing calls.
• Minimum call duration: 1 minute (recommended by Aircall).
• Transcripts are only available for recorded calls.

3. Click View Transcript
   

Ticket Creation Scenarios

• Outbound Calls: A ticket is created after the call ends.
  

  
  
  

• Inbound Calls: A ticket is created after the call ends.
  

  
  
  

• Missed Calls: A ticket is created with missed call details.
  

  
  
  

• Voicemail: A ticket is created with voicemail details.
  

  
  
  

Activity Creation Scenarios

• Outbound Calls: An activity is created after the call ends.
  

  
  
  

• Inbound Calls: An activity is created after the call ends.
  

  
  
  

• Missed Calls: An activity is created with missed call details.
  

  
  
  

• Voicemail: An activity is created with voicemail details.
  

  
  
  

Troubleshooting Aircall Integration

Tickets or Activities Are Not Being Created

Verify that:

• Aircall integration is installed successfully.
• An Aircall number was selected during setup.
• The connected Aircall user has access to the selected number.
• Aircall webhooks are active.
• The integration has not been disconnected.

Unable to Make Outbound Calls

Possible causes include:

• No Aircall number assigned.
• Browser permissions are blocked.
• Network or firewall restrictions.
• Invalid destination phone format.
• Expired Aircall authentication.

Verify your Aircall account permissions and browser configuration.

Call Recording Link Is Missing

Verify that:

• Call recording is enabled in Aircall.
• The call was successfully recorded.
• Aircall has completed processing the recording.

If recording is disabled, no recording URL will be attached to the ticket or activity.

Aircall Widget Does Not Load

Try the following steps:

• Refresh the browser.
• Sign out and sign in again.
• Clear browser cache and cookies.
• Verify browser compatibility.
• Install required Aircall browser extensions.
• Confirm that Aircall services are operational.

Frequently Asked Questions

1. In which regions/circles is Aircall available?
Currently, Aircall is available in around 37 countries across the globe. Explore Supported Countries.

2. How to initiate the conference call in Aircall?
Learn How to Initiate a Conference Call.

3. Why aren’t tickets or activities created for incoming, outgoing, missed calls and voicemail?
You need to select an available number when integrating the Aircall app into BoldDesk®. Learn to Set up Aircall Integration with BoldDesk.

4. Why isn’t a recording URL available in a ticket or activity?
Users must enable the call recording options in their Aircall settings. Explore Activating call recording in Aircall.

5. Why isn’t a recorded voicemail URL available in a ticket or activity?
Users must configure the voicemail options in their Aircall settings. Explore Configuring Numbers: Voicemail, Music, and Messages.

6. Why is Aircall not working in other browsers?
Aircall isn’t fully compatible with all browsers, but you can access it by installing the required extension. Learn more on Supported browsers.

7. Why is the Call Recording URL inaccessible after uninstalling Aircall from BoldDesk?
The recording URL becomes inaccessible because the Aircall integration was deactivated from the Aircall dashboard. Once the app is uninstalled from BoldDesk for security reasons, the integration is effectively removed. Explore Integration Deactivation.

Related Article

Set up Aircall integration with BoldDesk