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 Aircall app needs update — Desktop or mobile app is outdated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

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.