Connect Aircall with assisted setup

Assisted setup is required

Aircall's normal external-forwarding flow includes a press-1 confirmation designed for a person answering the forwarded call. That behaviour can conflict with an automated PrimaReply destination.

Do not enable live recovery until the complete flow has been tested.

Important Aircall behaviour

• External forwarding normally targets one external number per user.
• The Aircall application and forwarding number can ring simultaneously.
• The recipient is normally asked to press 1 within 10 seconds.
• An automated greeting may be treated as though a person answered.
• Only Aircall Support can disable the press-1 feature.
• Aircall charges forwarded calls as outbound calls.
• The receiving device can display the caller number or the Aircall number.

Prepare the configuration

1. Identify whether the business uses user forwarding or a Smartflows call flow.
2. Ask Aircall Support which approach can provide final overflow to the PrimaReply number.
3. Ask Aircall Support to disable press 1 where required.
4. Configure the displayed number as the original caller number.
5. Confirm charges and plan requirements.
6. Publish the call flow only when a rollback path is understood.

Verify safely

1. Select Aircall in PrimaReply.
2. Start the safe forwarding test.
3. Call the Aircall business number from another mobile.
4. Allow the relevant team or flow to remain unanswered.
5. Confirm PrimaReply receives the forwarded call and original caller number.

If Aircall's prompt or greeting prevents verification, disable the route and contact Aircall Support. Do not work around the prompt by allowing customer calls into an unverified live flow.

Official Aircall instructions

• Forward to an external number
• Smart Routing: Ring to via API
• Smartflows templates