Aircall Guide

Troubleshooting — Common Aircall Issues

Caller Names Not Displaying (Shows Number Only)

Symptom: Incoming calls show only the phone number instead of the client name, even for known contacts.

Possible Causes:

Aircall-GHL sync issue — Contact sync between Aircall and GoHighLevel may have broken or paused
Browser cache — Stale data in your Aircall web app
Aircall app needs update — Desktop or mobile app is outdated

What to Do:

Refresh your Aircall app — Close and reopen the Aircall desktop app or refresh the browser tab
Check if it affects everyone — Ask in #improvement-requests if others have the same issue
If only you: Clear browser cache or reinstall the Aircall desktop app
If team-wide: Tag @Sam or your team lead in #improvement-requests — this likely requires an admin-level fix (re-syncing the GHL-Aircall integration)

Do NOT spend time manually looking up names. If this issue persists for more than 1 hour, escalate immediately. Speed matters on calls.

Blocking Unwanted or Spam Numbers

When to block: Automated debt collector calls, spam/robocalls, or any number disrupting operations (e.g., calls coming through the wrong line like Spanish line).

How to Block a Number in Aircall:

Go to the Aircall Dashboard (admin access required — ask Sam)
Navigate to Numbers → select the affected phone line
Go to Settings → Blocked Numbers
Add the phone number you want to block
Confirm the block

If you do NOT have admin access:

Post in #improvement-requests with:
- The number to block
- Which Aircall line it is calling
- Why it should be blocked (spam, debt collector, wrong line, etc.)
Tag @Sam for immediate action

Incoming DND (Do Not Disturb):

Jethro has directed that incoming DND should be enabled where needed
This prevents certain numbers/times from ringing through
Admin-only setting — request via #improvement-requests

Note: Never block a client number without verifying first. Only block confirmed spam/automated/debt-collector numbers.