# Aircall Guide

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## 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:**

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 **Aircall app needs update** — Desktop or mobile app is outdated

**What to Do:**

1. **Refresh your Aircall app** — Close and reopen the Aircall desktop app or refresh the browser tab
2. **Check if it affects everyone** — Ask in `#improvement-requests` if others have the same issue
3. **If only you:** Clear browser cache or reinstall the Aircall desktop app
4. **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:**

1. Go to the **Aircall Dashboard** (admin access required — ask Sam)
2. Navigate to **Numbers** → select the affected phone line
3. Go to **Settings** → **Blocked Numbers**
4. Add the phone number you want to block
5. 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.