Aircall Guide

This page covers the essential guidelines and procedures for Aircall Guide at Crowned Credit. Use the sections below to quickly find the information you need.

Aircall — Complete Guide

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

🚨 CRITICAL RULE — READ FIRST:
Aircall is for INBOUND CUSTOMER SERVICE CALLS 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 — NOT Aircall data.
This is a hard rule with no exceptions.

What Aircall Does for Crowned Credit

Function	How We Use It

Inbound Call Routing Routes all incoming CS calls to available agents using queue logic Call Recording Records every call automatically for QA reviews and dispute resolution Voicemail Management Captures voicemails when no agent is available; inbox shows all unread voicemails Agent Availability Management Agents set their status (Available / Break / Offline) to control call routing Call Metrics Answer rate, call duration, wait time, missed call rate — tracked per agent and per number Transfer Capability Warm and cold transfers between agents and to external numbers Call Tagging Tag calls after completion for categorization (billing, dispute question, cancellation risk, etc.)

Main CS Line: (336) 310-0090

How to Log In

Go 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:

Option	How to Set Up	Best For

Web Softphone Use directly from the Aircall dashboard in your browser — no download needed Agents on desktop/laptop with a reliable microphone and headset Mobile App Download the Aircall app from the App Store or Google Play. Log in with your Aircall credentials. Agents who need flexibility or backup coverage from their phone

Required Equipment

A wired or wireless headset with clear audio quality — no speaker calls during work
A 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 get calls when you're not ready.

Status	When to Use	What Happens

🟢 Available Actively at your desk, headset on, ready to take calls Calls ring directly to your device 🟡 Break On a scheduled break (maximum 15 minutes) Calls route to the next available agent in the queue 🔴 Offline End of your shift or stepping away for an extended period No calls routed to you ⛔ Always Closed Only for agents being permanently removed from the rotation Calls never route to this agent — causes missed calls at scale. DO NOT set this unless removing someone from the 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 a Call

While on the active call, click the Transfer button in Aircall
Choose your transfer type:
- Warm Transfer (recommended): 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.
- Cold 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
The call is now with the receiving agent — you are disconnected
Add a note to the client's GHL profile documenting the transfer and reason

When to Transfer vs Handle Yourself

Situation	Action

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

Voicemail Handling

Voicemails appear in the Aircall dashboard under the Inbox tab
Listen to the voicemail — note the client's name, callback number, and the nature of their issue
Call back within 2 hours during business hours
If the voicemail comes in after hours, call back first thing the next business day — this is the priority task at shift start
Log every callback attempt in GHL under the client's contact profile (add a note with date, time, and outcome)
If 3 callback attempts fail over 2 business days, send an SMS to the client via GHL: "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

Day	Hours (ET)	Minimum Agents Available

Monday – Friday 9:00 AM – 6:00 PM 3 agents minimum Saturday 10:00 AM – 4:00 PM 2 agents minimum Sunday Closed Voicemail only

⚠️ Saturday Coverage Crisis

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

Day	Current Miss Rate	Target Miss Rate	Status

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

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

Issue	Likely Cause	Fix

Calls not ringing to me Status set to Offline, Break, or Always Closed Check your status — set to Available if you are ready for calls Poor call quality / echo Wi-Fi interference or microphone issue Switch to a wired ethernet connection. Use a dedicated headset. Avoid speakerphone. Can't hear the caller Browser microphone permissions not granted Go to browser settings → allow microphone access for dashboard.aircall.io Call dropped mid-conversation Internet instability or session timeout Call the client back immediately from Aircall. Log the dropped call in GHL notes. Voicemail inbox not showing Browser cache issue or wrong inbox filter Hard refresh the page (Ctrl+Shift+R). Check inbox filter — make sure "Voicemail" is selected. Transfer not working Receiving agent is on Offline or Break status Check 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.