Managing phone calls with Aircall
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.
Access the Aircall widget
- In the left navigation bar, open the Aircall module by selecting the phone. .
- Aircall Widget will be shown as given below.
- Sign in with your Aircall credentials
Make a new call
- Enter the phone number you wish to call.
- Select the Call button to make the call.
Click to call
Agents can call a phone number by clicking on it on the contacts page or ticket page. The selected phone number will appear in the Aircall dialer for immediate use.
A ticket or activity (depending on the Aircall integration configuration) will be generated automatically for incoming, outgoing, and missed calls or voicemails.
Ticket creation for outbound calls
After completing an outbound call, a ticket will be created and the call details will be reflected in it, as shown in the following image.
Ticket creation for inbound calls
After receiving and completing an inbound call, a ticket will be created and the call details will be reflected in it, as shown in the following image.
Ticket creation for missed calls
A ticket will be created when a call is missed. The ticket will reflect the missed call details as shown in the following image.
Ticket creation for voicemail
A ticket will be created when a voicemail is left. The ticket will reflect the voicemail details as shown in the following image.
Activity creation for outbound calls
After completing an outbound call, an activity will be created and the call details will be reflected in it, as shown in the following image.
Activity creation for inbound calls
After an inbound call is completed, an activity will be created and the call details will be reflected in it, as shown in the following image.
Activity creation for missed calls
An activity will be created when a call is missed. The ticket will reflect the missed call details as shown in the following image.
Activity creation for voicemail
An activity will be created when a voicemail is left. The ticket will reflect the voicemail details as shown in the following image.
FAQ
In which regions/circles is Aircall available?
Currently, Aircall is available around 37 countries across the globe.Refer to this Aircall documentation.
View all countries
How to initiate the conference call in Aircall?
Refer to this Aircall documentation.
Detailed instructions about conference call
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®.
Read the following article to learn more.
Set up integration
Why isn’t a recording URL available in a ticket or activity?
Users must enable the call recording options in their Aircall settings. Refer to the following Aircall documentation for more information.
How to enable recording
Why isn’t a recorded voicemail URL available in a ticket or activity?
Users must configure the voicemail options in their Aircall settings. Refer to the following Aircall documentation for more information.
Voicemail setup guide
Why Aircall is not working in other browsers?
Aircall isn’t fully compatible with all browsers, but you can access it by installing the required extension. Refer to the document below for details on supported browsers.
Check supported browsers
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.Refer to the document for more details.
Integration Deactivation
