Aircall is a cloud-based phone system built to support customer service and sales teams. It allows you to manage your inbound and outbound calls, and automatically build a customer profile.
This help file will guide you through how you can make, answer or decline a call via Aircall within eDesk.
Before you start
-
You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
-
You'll need an Aircall account. To find out how to create one, click here.
-
You'll need to have Aircall setup in your eDesk account. To find out how to do this, click here.
01 The Aircall pop-up
Clicking on the Aircall icon at the top of your eDesk account will open the Aircall pop-up screen. This is where you will receive phone calls.![](https://xsellco-blobstore.s3.amazonaws.com/kb-images/16/1637599950/image.png)
02 Receiving a phone call
When you receive a phone call within your eDesk account, all the agents with an Active status and on the same phone line as you will see the Aircall pop up appearing on-screen. The pop-up will display the phone number or full name of the client trying to reach you (if it's already a contact).Click on the green icon to answer the call or on the red icon to decline the call.
![](https://xsellco-blobstore.s3.amazonaws.com/kb-images/16/1637599392/image.png)
-
If you choose to ANSWER the call
Note: If this is an existing contact ringing you, their name as well as order placed, tickets opened etc. will be automatically pre-filled by eDesk. But if it's a brand new contact ringing you, you will be able to add all of the data manually during the call (see example below).
![](https://xsellco-blobstore.s3.amazonaws.com/kb-images/16/1637599660/image.png)
- If you choose to IGNORE the call
To find out more information, click here.
![](https://xsellco-blobstore.s3.amazonaws.com/kb-images/16/1637665846/image.png)
03 Making a phone call
Within eDesk, you will be able to make phone calls from various different ways.- Manually through the Aircall pop-up
You can very easily click on the Aircall pop-up at the top of your screen and manually type the number you want to reach. Alternatively, if the customer you're trying to reach is already a contact, you can start typing their name. To make the call, press the green phone icon then.
![](https://xsellco-blobstore.s3.amazonaws.com/kb-images/16/1637600094/image.png)
- Initiating a call from the Contacts Page
![](https://xsellco-blobstore.s3.amazonaws.com/kb-images/16/1637600242/image.png)
04 Check Call Recordings
Any call you make or receive will be recorded within your eDesk account so you will be able to listen to it directly on-screen.
-
To listen to a recording, click on the All Calls section on the eDesk Voice page.
-
Near the top of the call, you will be able to play the recording.
05 Check Voicemails
If you and your team miss a call, the contact has the possibility to leave a voicemail. If available, voicemails will be stored in various places within your eDesk account.-
Via the Missed Calls screen
When a call is missed, you can consult your voicemails via the Missed Calls section on the eDesk Voice page. To find out more about this, click here.
-
Simply select the call in question.
-
In the Details tab, you will be able to play the voicemail instantly.
Note: if there are 0 voicemails available, the voicemail section within the details panel won't display.
-
Via an eDesk ticket
![](https://xsellco-blobstore.s3.amazonaws.com/kb-images/16/1637667117/image.png)
Further Readings
To find out more about using Aircall in eDesk Voice, click here.
Interested in learning about adding Tags on Aircall? Click here.