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Aircall Guide

Chapter 4

Aircall — Complete Guide

Aircallinbound-callscustomer-serviceCS-team

🚨 CRITICAL: Aircall =is InboundCrowned Credit's inbound customer service phone system. It handles all incoming calls from existing clients, routes them to available CS ONLYagents, records every call for quality assurance, and provides management with real-time and historical call metrics.

🚨 CRITICAL RULE — READ FIRST:
Aircall is for INBOUND customerCUSTOMER serviceSERVICE callsCALLS only. ONLY.
Closers NEVER use Aircall — they use GHL's built-in dialer for all outbound sales calls. 
If you need to analyze closer call performance, use GHL call data,data — NOT Aircall.Aircall data.
This is a hard rule.rule

with
no

exceptions.

What Aircall Does for Crowned Credit

    HandlesFunctionHow We Use It Inbound Call RoutingRoutes all inboundincoming customer service calls from existing clients RoutesCS calls to available CSagents agentsusing queue logic Call RecordingRecords allevery callscall automatically for QA purposesreviews Providesand dispute resolution Voicemail ManagementCaptures voicemails when no agent is available; inbox shows all unread voicemails Agent Availability ManagementAgents set their status (Available / Break / Offline) to control call metrics:routing answerCall MetricsAnswer rate, call duration, wait time, missed callscall rate — tracked per agent and per number Transfer CapabilityWarm and cold transfers between agents and to external numbers Call routingTaggingTag number:calls after completion for categorization (billing, dispute question, cancellation risk, etc.)

    Main CS Line: (336) 310-0090

    Agent Setup

    Login & AvailabilityInitial Setup

    How to Log In

    1. LogGo to dashboard.aircall.io
    Enter your assigned Aircall email and password You will land on the main dashboard showing call activity and your inbox

    Setting Up the Aircall Softphone

    There are two ways to take calls — choose whichever works best for your setup:

    OptionHow to Set UpBest For Web SoftphoneUse directly from the Aircall dashboard in toyour Aircall:browser dashboard.aircall.io— no download neededAgents on desktop/laptop with a reliable microphone and headset Mobile AppDownload the Aircall app onfrom the App Store or Google Play. Log in with your phoneAircall credentials.Agents who need flexibility or usebackup webcoverage browserfrom softphonetheir phone

    Required Equipment

      A wired or wireless headset with clear audio quality — no speaker calls during work WhenA stable internet connection — minimum 10 Mbps recommended for clear call quality A quiet environment — background noise on calls reflects poorly on Crowned Credit

      Agent Availability: How to Set Your Status

      Your status in Aircall directly controls whether calls ring to you. Getting this wrong means clients don't get answered — or you startget your shift: set status to Available

      When on break: set status to Break When shift ends: set status to Offline Never leave status as Availablecalls when you're not actually there
      ready.
      StatusWhen to UseEffectWhat Happens
      🟢 AvailableActively at your desk, headset on, ready forto take callsCalls ring directly to your device 🟡 BreakOn a scheduled break (maxmaximum 15 min)minutes)Calls route to the next available agent in the queue 🔴 OfflineShiftEnd endedof your shift or unavailablestepping away for an extended periodNo calls routed to you ⛔ Always ClosedONLYOnly for inactiveagents agentsbeing permanently removed from the rotationAllCalls never route to this agent — causes missed calls missedat —scale. doDO NOT set this unless removing agentsomeone from rotationthe team.

      Shift

      Start
      / End Procedure
        Before your shift starts: log in to Aircall → set status to Available During your shift: change to Break only when on an actual break — return to Available immediately after When your shift ends: set status to Offline before logging out Never leave your status as Available when you are not at your desk and ready to take calls

        Inbound Call Flow: How Routing Works

        When a client calls (336) 310-0090, here is what happens:

          Aircall plays the greeting message and routes the call to the CS queue The system rings all agents with Available status simultaneously (ring-all mode) The first agent to pick up gets the call If no agent picks up within the set timeout (currently 20 seconds), the call routes to the next available agent If no agents are available, the caller goes to voicemail Missed calls appear in the Aircall inbox as Missed and must be followed up

          Phone Etiquette Standards

            Answer within the first 3 rings — do not let calls go to voicemail unnecessarily Greeting: "Thank you for calling Crowned Credit, this is [your name], how can I help you today?" Speak clearly and professionally — no slang, no rushing, no chewing or eating during calls Do not put clients on hold for more than 2 minutes without checking back in If you need to research something, say: "Let me pull that up for you — can you hold for just a moment?" End every call with: "Is there anything else I can help you with today? Thank you for being a Crowned Credit client!" Log a note in GHL immediately after every call — document the issue and what was resolved or escalated

            How to Transfer Callsa Call

            1. While on the active call, click the Transfer button in Aircall
            2. SelectChoose your transfer type:
              • Warm Transfer (recommended): (recommended — you brief the receiving agent first) or Cold Transfer
              Search for the agent you're transferring to by name Warm transfer:You brief the receiving agent on the caller's issue before connecting them. The client doesn't hear the briefing — they are placed on hold while you speak to the receiving agent first. ClickCold Transfer: You connect the client directly to the receiving agent without a briefing. Use only when the receiving agent is already familiar with the situation. Search for the agent by name in the transfer search bar For a warm transfer: speak to the receiving agent, brief them on the caller's issue, then click Transfer to complete LogThe call is now with the receiving agent — you are disconnected Add a note into the client's GHL contactprofile record afterdocumenting the transfer and reason

              When

              to

              Transfer vs Handle Yourself

              SituationAction Client asking about dispute status or items removedHandle yourself — check DisputeFox, relay the update Client asking about billing, failed payment, or invoiceTransfer to billing team (Khryzza or Regine) OR escalate to GHL billing notes Client is escalating or threatening to cancelHandle with empathy first, then escalate to senior CS or manager if needed Client has a legal question or FCRA disputeEscalate to team lead — do NOT give legal advice Client is asking about sales or upgradesTransfer to a closer — this is a revenue opportunity

              Voicemail Handling

              1. Voicemails appear in the Aircall dashboard under the Inbox tab
              2. Listen to the voicemail — note clientthe client's name, phonecallback number, and the nature of their issue
              3. Call back within 2 hours during business hours
              4. If the voicemail comes in after hours, call back first thing the next business day — this is the priority task at shift start
              5. Log theevery callback attempt in GHL under the client's contact profile (add a note towith contact)date, time, and outcome)
              6. If 3 callback attempts fail,fail over 2 business days, send an SMS to the client via GHLGHL: "Hi [Name], this is [your name] from Crowned Credit. I've tried reaching you a few times — please call us back at (336) 310-0090 or reply here so we can assist you."

              ⏰

              Voicemail SLA: All voicemails must receive a callback attempt within 2 hours during business hours (9am–6pm ET). No voicemail should sit unanswered for more than one business day.

              Call Queues & Coverage Schedule

              Standard Coverage Hours

              DayHours (ET)Minimum Agents Available Monday – Friday9:00 AM – 6:00 PM3 agents minimum Saturday10:00 AM – 4:00 PM2 agents minimum SundayClosedVoicemail only

              ⚠️ Saturday Coverage Crisis

              🚨 🚨 CRITICAL PROBLEM:PROBLEM — 98% Saturday Miss RateRate:
              On Saturdays, Crowned Credit currently misses approximately 98% of inbound calls. 5Five agents currently have their status set to always_closed when they should be available on Saturdays.available. This is a known issue that directly impacts client experience and retention. IMMEDIATE ACTION NEEDED.

              DayCurrent Miss RateTarget Miss RateStatus
              Weekdays (M–F)~29.5%<15%⚠️ Needs improvement Saturday~98%<30%🔴 CRITICAL — near-total coverage failure

              Fix:Action Required: Jethro must review agent Saturday schedules.schedules immediately. At minimum 2 agents need to be set to Available on Saturdays from 10am–4pm ET. Update Aircall agent schedules immediately.in the Aircall admin panel.

              Call

              Tagging & Post-Call Process

              After every call, complete the following steps:

                Tag the call in Aircall with the appropriate category:
                  Dispute Question — client asking about their dispute status Billing Issue — payment, invoice, or charge concern Cancellation Risk — client expressed intent to cancel or frustration General Inquiry — account question, portal help, process question Resolved — issue was fully addressed during the call Escalated — issue was handed off to a manager or specialist Log a note in the client's GHL profile: date, your name, summary of the call, and action taken If a billing issue was raised — notify the billing team via WhatsApp or Discord If a cancellation risk was identified — flag to team lead immediately

                  Troubleshooting Common Issues

                  IssueLikely CauseFix Calls not ringing to meStatus set to Offline, Break, or Always ClosedCheck your status — set to Available if you are ready for calls Poor call quality / echoWi-Fi interference or microphone issueSwitch to a wired ethernet connection. Use a dedicated headset. Avoid speakerphone. Can't hear the callerBrowser microphone permissions not grantedGo to browser settings → allow microphone access for dashboard.aircall.io Call dropped mid-conversationInternet instability or session timeoutCall the client back immediately from Aircall. Log the dropped call in GHL notes. Voicemail inbox not showingBrowser cache issue or wrong inbox filterHard refresh the page (Ctrl+Shift+R). Check inbox filter — make sure "Voicemail" is selected. Transfer not workingReceiving agent is on Offline or Break statusCheck agent availability before attempting transfer. If no agent available, take a message and call them back.

                  Rules & Standards

                    Aircall is for inbound CS only — never use it for sales outreach. Always set your status correctly — wrong status = missed calls = unhappy clients. Every call must be followed by a GHL note and call tag. Voicemails must be returned within 2 hours during business hours. No background noise, eating, or distractions during calls. If you're unsure how to handle a caller's issue — place them on hold and ask your team lead. Never guess or make up answers.
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