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 Aircall app needs update — Desktop or mobile app is outdated 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.