Admin Onboarding

Guide

The phone system for modern business.

1
Table of Contents

1. Accessing the Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . 3

2. Creating Numbers . . . . . . .. . . . . .. . . . . . . . . . . . . . . . . . . . . . 6

3. Inviting Users & Creating Teams . . . . . . . . . . . . . . . . . . . .32

4. Reading Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . 37

5. Activating Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . .. . .46

6. Managing your Account . . . . . . . . . . . . . . . . . . . . . . . . . . . ..48

7. Need Help? . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .. . . . . .. . . . .50

8. Index . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . .. . . . . . .. . . . . .. . . . .52

2
Accessing the
Dashboard

3
Dashboard- Dashboard-
Sign In Home Page

1. Accept your invitation request sent by email and

follow the link to create your password.
(If you do not receive an email, please check your spam folder)

2. Go to dashboard-v2.aircall.io
3. Login with your professional email and password

4
Dashboard- Dashboard-
Sign In Home Page

1. Dashboard sections
7
2. Overall performance graph
2 8
1
3. Total numbers on the account

4. Quick search bar

5. Total added users

3 4 5
6. Download the Aircall Apps

a. Desktop

b. Click-to-Dial Extension
6
c. Mobile

7. Logout from the session

8. Chat with Support

5
Creating Numbers

6
Creation

1. Number section 5

1
2. Numbers are grouped by country and
listed in alphabetical order
2

3. Number’s status: line is open

………………………………………....…line is closed

4. Click on a number to open settings

5. Number’s details

7
Creation

2
1
1. CLICK on Numbers on the left
sidebar menu

2. On top left corner, CLICK on

“Create Number”

8
Creation

DEFINE what kind of number you will

need:
● Classic number
● IVR

9
 Creating Numbers and
Settings-Classic Number

The Power of Conversation

aircall.io 10
 Documentation Configuration- Configuration-
Creation Validation
Configuration
Teams & Users Settings

SELECT a specific country & region NAME your number in order to find it more
IDENTIFY the users/teams for the number easily

SELECT “Create Number” to create number

Note: Assigning a new number is optional, but will

be necessary in order to make and receive calls.
11
 Documentation Configuration- Configuration-
Creation Validation
Configuration
Teams & Users Settings

READY to set up your number EXTRA information may be

required for certain numbers to 12
be operational
 Documentation Configuration- Configuration-
Creation Validation
Configuration
Teams & Users Settings

A few countries require

extra verification, refer to 1
local regulators: proof of ID
2
and/or proof of address

1. List of numbers to verify,

a red dot indicates that
the number(s) are
pending
documentation.

2. CLICK to submit the

legally required
information.

13
 Documentation Configuration- Configuration-
Creation Validation
Configuration
Teams & Users Settings

SELECT the information you'd like to

provide (either as a company or a
company representative).

COMPLETE all of the information

required in the form, UPLOAD your
documents and select SUBMIT.

Once documents have been verified,

you should receive a confirmation
email and your number will become
active. 14
 Documentation Configuration- Configuration-
Creation Validation
Configuration
Teams & Users Settings

1. Numbers section 3
1
2. Number being viewed 4 5

3. Number details
6
4. Number assignment

5. Number Settings
2
(see options in the next slide)

6. Number call distribution

15
 Documentation Configuration- Configuration-
Creation Validation
Configuration
Teams & Users Settings

1. All users and teams belonging

to the call distribution.
They make and receive calls
from this number.

2. Users can be assigned to 2

make outbound calls and not
be disturbed by incoming
calls on that same number.

16
 Documentation Configuration- Configuration-
Creation Validation
Configuration
Teams & Users Settings

1. CHANGE your number’s name

and/or its type.
2
2. View the full list of active and
inactive integrations.

3. ASSIGN the number to

additional available
integrations.
3

17
 Documentation Configuration- Configuration-
Creation Validation
Configuration
Teams & Users Settings

Respect queuing time ensures the

following call routing behaviours are
adhered to for any team or users
connected to the number:

1. ENABLED: The call will continue to ring, even if all users/members in team are offline or in
do not disturb mode.
2. DISABLED: The call will bypass the queuing time if all users or team members are offline
or in "do not disturb" mode and will, instead, go straight to voicemail.

18
 Documentation Configuration- Configuration-
Creation Validation
Configuration
Teams & Users Settings

1. ACTIVATE automatic call

recording

2. Give agents permission to

stop the call recording, if
necessary

19
 Documentation Configuration- Configuration-
Creation Validation
Configuration
Teams & Users Settings

1. Give your customers the

possibility to ask for to be
called back.

2. Make sure your agents qualify 3

their calls by using tags

3. UPLOAD music you’d like your

customers to listen to while
they’re waiting.
20
 Creating Numbers and
Settings-An IVR Number

The Power of Conversation

aircall.io 21
 Configuration- Configuration- Configuration- Configuration- Configuration-
Creation Teams & Users Settings IVR Message
Business Hours IVR Options

1
By creating an IVR number, you will
be building the structure to prompt
your callers to select a topic or
option of conversation before they 2
speak to a member of your team.

1. Number’s general
settings
2. Number’s
configuration options

22
 Configuration- Configuration- Configuration- Configuration- Configuration-
Creation Teams & Users Settings IVR Message
Business Hours IVR Options

1. SELECT the right timezone 3

2. IDENTIFY the number's open status

3. If Business hours is set to custom,

SELECT the number's operation
times.

4. CLICK the Save to confirm 4

23
 Configuration- Configuration- Configuration- Configuration- Configuration-
Creation Teams & Users Settings IVR Message
Business Hours IVR Options

1. Directly ASSIGN a user(s) to your IVR 2

number, you may ONLY want to use
1
the number for outbound calling.

24
 Configuration- Configuration- Configuration- Configuration- Configuration-
Creation Teams & Users Settings IVR Message
Business Hours IVR Options

1. CHANGE your number’s name

and/or its type. 2

2. View the full list of active and

inactive integrations.

3. ASSIGN the number to

additional available
integrations.
3

Note: If main IVR number is not connected to an integration(s), outbound calls or missed calls will not be logged in your CRM or 25
Helpdesk.
 Configuration- Configuration- Configuration- Configuration- Configuration-
Creation Teams & Users Settings IVR Message
Business Hours IVR Options

Enable the call recording to be able to listen

to the previous phone conversations.
Note: The recording can be paused at anytime
during a call.

Choose to require agents to tag all calls

through the mandatory call tagging option.
Note: Agents will only be able to take/make the
next call if they select a tag first.

26
 Configuration- Configuration- Configuration- Configuration- Configuration-
Creation Teams & Users Settings IVR Message
Business Hours IVR Options

Edit the music on hold feature to provide an 1

audio file that will play to customers when
calls are placed on hold.
Note: You can upload your own custom file or
choose from our library.

1. CLICK on the pen to modify your

message OR play to listen to it
2 3
2. CHOOSE your hold music from our
Aircall library

3. UPLOAD your own recorded messages

in mp3 format

27
 Configuration- Configuration- Configuration- Configuration- Configuration-
Creation Teams & Users Settings IVR Message
Business Hours IVR Options

1. CLICK to add a welcome message

2. IVR message is automatically enabled and

1 5
needs to be EDITED for the number to work
2
3. DEFINE your IVR options for the caller
3

4. The IVR message will repeat a second time if

4
no action is performed by the caller.

5. CLICK play to listen to your message

6. Untick the option if you no longer want your

6
customers to leave a voicemail

28
 Configuration- Configuration- Configuration- Configuration- Configuration-
Creation Teams & Users Settings IVR Message
Business Hours IVR Options

As you start to build the IVR, you will need to

define the options the customer will be directed
to or call flow. Each option will need to be
assigned to the appropriate user or team.
1
1. CLICK on Add option
2. A side panel will open, where you can
SELECT the keypad options (digit dialed by
the customer).

For more detailed instructions on configuring an IVR, click here 29

 Configuration- Configuration- Configuration- Configuration- Configuration-
Creation Teams & Users Settings IVR Message
Business Hours IVR Options

1. CLICK on the drop down menu, this will allow you

to SELECT how each option can be directed. You can 1
decide to direct customers to:
a. An external number, a mobile or a
landline number can be added to the
dashboard to direct calls outside of
Aircall.
b. An existing Aircall number you have
b
already configured.
c. A new Aircall number, follow the
process described in slide 8 to
configure this number.
2. CLICK save to go back to your main IVR menu and
keep adding options 2

30
For more detailed instructions on configuring an IVR, click here
 Configuration- Configuration- Configuration- Configuration- Configuration-
Creation Teams & Users Settings IVR Message
Business Hours IVR Options

WRITE the message that will be read by one of our robots. Upload your previously recorded messages in
CHOOSE the language and the voice style. mp3 format.

Note: Once your selection is made, you must CLICK SAVE to confirm your changes.

31
Inviting Users &
Creating Teams

32
Creating
Creating Configuring
Teams or
Users Users
Users

1. CLICK on Team on the left sidebar menu

2

2. CLICK on “Create Team or User”

1
3. FILL in the user’s first name, last name
and email address

4. ENABLE, if you wish, a new user to be an

3
Administrator
4
5. Assign the new user to a team 5

6. Click invite to send a validation email

Note: If user(s) do not receive an email,

please check spam folder.
6

33
Creating
Creating Configuring
Teams or
Users Users
Users

1. CLICK on Team on the left sidebar menu

2
2. Search bar for team & users
3. CLICK on a users name to open their profile 1
(see next slide)
3
As an Admin you are able to
configure each of your users’ profiles

TWO ways to get to a user’s profile:

Option 1: Click on team

Search the name of the user
Select an option from the suggestions

Option 2: Click on team

Select a user

34
Creating
Creating Configuring
Teams or
Users Users
Users

1. User’s profile being viewed 1

3

2. List of preferences you are 2

able to set up

3. Click to change any

personal information
(name, email, language,
password, etc.)

35
Creating 1
Creating Configuring
Teams or
Users Users
Users
2
1. Working hours defining the availability to receive calls

AVAILABLE AUTO DO NOT DISTURB

3
2. List of available numbers and related teams
3. Add an external phone number to activate call forwarding
4. Enable to make the user an Admin 4

5. a) Define the number to display when activating

forwarding for incoming calls. 5

b) Set default number & country ISO

c) Choose a ringtone
d) Set wrap-up time
6
6. Enable to email notification to alert user when they have
voicemail, assigned call(s) or to receive daily follow-ups
notifications. 36
Reading Analytics

37
Calls Customer Activity Activity
Advanced Activity Call
& Service Productivity Feed Feed-
Analytics Settings
Stats Recordings

1. CLICK on Calls & Stats on the left

2 5
sidebar menu
1
2. Overall activity of your lines

3. Detailed breakdown of missed calls 3

4. Average stats about users’ activity

5. Click to export data and view details

38
Calls Customer Activity Activity
Advanced Activity Call
& Service Productivity Feed Feed-
Analytics Settings
Stats Recordings

Filters allow you to limit or modify the call data you wish to see,
e.g. view a specific line or date range.

You can choose to see the graph by Hour, Day, Week or

Month and select the timezone to filter the calls.
By clicking on the Export button
on the bottom right, you can
choose to generate an Excel file
which includes the Graph data
or the Raw data. The generated
Note: Access to the Advanced Analytics feature is plan dependent.
file will be sent to the Admin's
email address.
39
Calls Customer Activity Activity
Advanced Activity Call
& Service Productivity Feed Feed-
Analytics Settings
Stats Recordings

The Activity section is composed of 4 main

categories:

Inbound calls
Number of inbound calls received on your lines.

Inbound duration
Average total inbound call duration

Outbound calls
Number of outbound calls made on your lines.

Outbound duration
Average total outbound call duration.

40
Calls Customer Activity Activity
Advanced Activity Call
& Service Productivity Feed Feed-
Analytics Settings
Stats Recordings

% Missed calls
Percent of missed calls out of total inbound calls
received.

% Voicemails
Percentage of voicemails left by callers.

Waiting time
Average amount of time (in seconds) the call(s)
has been in the queue before being answered.

Treatment time
The time that takes for agents to take action on
missed or assigned calls in their inbox. Archived
calls are also included in the stats.

41
Calls Customer Activity Activity
Advanced Activity Call
& Service Productivity Feed Feed-
Analytics Settings
Stats Recordings

Inbound min/calls
Average number of inbound minutes per call.

Inbound calls/user
Average number of inbound calls per agent.

Outbound min/calls
Average number of outbound minutes per call.

Outbound calls/user
Average number of outbound calls per agent.

42
Calls Customer Activity Activity
Advanced Activity Call
& Service Productivity Feed Feed-
Analytics Settings
Stats Recordings

1. Filter your live feed display 1

2. Set your service level and follow 2
5
your team’s performance
3. Enable Full-Screen Mode
4. Whisper to your colleague 3

without notifying the customer

5. Follow agents’ statuses: 4

AVAILABLE AFTER CALL WORK

DO NOT DISTURB OFFLINE

IN-CALL

Note: Access to some of the Activity Feed features are plan dependent.
43
Calls Customer Activity Activity
Advanced Activity Call
& Service Productivity Feed Feed-
Analytics Settings
Stats Recordings

1. Filter activity feed

2. All call history
3. Listen to all call
recordings and
voicemails
a b
4. Obtain more information
1
on a specific call: 3
2
a. Delete recording
b. Link to recording 4
Note: To download a recording,
simply copy the link and paste it
into your browsers URL address bar.
3

44
Note: It is only possible to delete and download a single recording at a time
Calls Customer Activity Activity
Advanced Activity Call
& Service Productivity Feed Feed-
Analytics Settings
Stats Recordings

1. Create a new tag

Here you can choose:

a) Color
b) Label

Click SAVE and your tag 1

will be added to the list.

2. Blacklist: Assign numbers you wish to

prevent from calling your agents.

2
45
Activating Integrations

46
Integration

1. CLICK on Integrations on the left

sidebar menu
2. CLICK on any CRM or Helpdesk to
2
create a new integration
3. Manage your integration by:
1
a) Activating or Deactivating
b) Configuring (if available)
c) Deleting

You must link your integrations to

numbers to enable the
synchronization.
💡 Not using a CRM or Helpdesk?
Try out Weather App by Aircall! You’ll see the region weather, and temperature for the location*
You can have two or more
of the number you’re calling (outbound) or calling you (inbound) under the Caller Insight Card.
integrations from the same CRM or *Supported countries: Australia, Belgium, Brazil, Canada, France, Germany, Great Britain, Ireland, Morocco,
Helpdesk Mexico, Netherlands, Spain, Sweden, Switzerland and USA.

47
Managing your
Account

48
Account

1. CLICK on Account on the left

sidebar menu 2
2. Change your plan or check
3
your invoices 4
5
3. Verify or modify your credit 1 6
card details

4. Update your billing

information

5. View your list of active APIs

6. Refer Aircall to a friend and

earn a gift card
Contact your Account Manager if you
have any questions! 49
Need Help?

Need advice and answers:

Knowledge Base Articles

Contact our Support Team

https://support.aircall.io/

50
Thank you!

The phone system for modern business - aircall.io

51
 Index

Account 5, 49 Configuring an IVR Number 22-31

Activity 38-44 Configuring User 33-36
Administrator 33, 34, 36, 39 Country ISO 7, 36
Advanced Analytics 38-44 Credit Card 49
Aircall Library 29 CRM/Helpdesk 47
APIs 49 Custom File 27
Archive 41 Customer Service 41
Assignment 11, 15, 16, 24, 29, 33, 36, 41, 45
Dashboard 4-7, 17, 24, 35, 36, 40, 45-50
Audio 27
Default Number 36
Available/Availability 17, 25, 36, 43, 47
Billing Information 49
Delete 44
Blacklist 45 Desktop App 5
Business Hours 22, 23 Document Verification 13, 14
Call Distribution 15, 16 Download 5, 44
Call History 44 Duration 40
Call Settings 42 Email 4, 14, 33, 35, 36, 39
Callback Request 20 Export 38, 39
Calls & Stats 38 External 30, 36
Classic Number 11 12, 16-20 Filters 39,43, 44
Click-to-Dial 5 Follow-Up 36
Configuring a Classic Number 15-22 Forward to Device 36
Inbound Call(s) 40-42, 47 52
 Index

Integration(s) 25, 47 Productivity 42

Invitation 4 Recordings 19, 26, 44
Invoice 49 Referral Program 49
IVR Message 31
Settings 17- 20, 25-27
IVR Number 22-31
IVR Option(s) 28-30 Support 5, 50
Knowledge Base 50 Tags 20, 45
Language 31, 35 Teams 11, 16, 18, 22, 24, 29, 33-36, 43
Link 4, 44, 47 Text to Speech 31
Live Feed 43 Treatment Time 41
Logout 5
Users 5, 11,16, 18, 24, 29, 33-36, 38, 42
Make Calls 11, 16
Voicemail 18, 28, 36, 41, 44
Missed Calls 25, 36, 41
Mobile 5, 30 Waiting Music/Music on Hold 20, 27
Notifications 36, 43 Waiting Time 41
Numbers 5, 7, 8, 13, 15, 36, 45, 47 Weather App 47
Outbound Call(s) 16, 24, 25, 40, 42, 47 Welcome Message 28
Outbound Calling 24 Whisper 43
Password 4, 35
Working Hours 36
Preferences 35
Wrap-up time 36
53