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- Aircall app needs update — Desktop or mobile app is outdated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-requestsif others have the same issue - If only you: Clear browser cache or reinstall the Aircall desktop app
- If team-wide: Tag
@Samor 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-requestswith:- The number to block
- Which Aircall line it is calling
- Why it should be blocked (spam, debt collector, wrong line, etc.)
- Tag
@Samfor 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.