A messy VoIP system costs more than most teams realize. Unused Aircall licenses continue to be billed, outdated phone numbers stay active, Smartflows send callers down the wrong path, CRM records become unreliable, and small configuration issues gradually lead to missed calls and a poor customer experience.
Without regular reviews, these problems quietly reduce the value of your Aircall investment. You’ll work through the five areas that matter most: users and teams, phone numbers and Smartflows, call settings and recordings, CRM integrations and data quality, and analytics and monitoring.
We have served hundreds of businesses and designed for IT and RevOps admins who want to audit, clean up, and optimize their Aircall account directly from the Aircall dashboard. By following our step-by-step Aircall audit, you’ll apply proven Aircall best practices, eliminate configuration drift, and optimize Aircall for lower costs, cleaner CRM data, and a better experience for both your team and your customers.
More Conversations. More Revenue. Less Chaos with Aircall.
Aircall Setup & Routing – We configure numbers, IVRs, queues, and business hours so every call lands with the right rep.
Smart Integrations – Deep sync with HubSpot, Salesforce, Zendesk & Slack; automatic logging, screen pops, and click-to-call.
Clean Workflows – Reduce transfers and handle time with skill-based routing, warm transfers, and call tags that drive reports.
QA & Analytics – Dashboards, call scoring, and coaching loops so leaders can improve conversion and CSAT with data.
Training & Change Management – Playbooks and team enablement so your Aircall rollout sticks from day one.
TL;DR
- Run this audit if you inherited an Aircall account or have not reviewed one in six months or longer.
- Admin access lets you complete the operational audit. Owner permission, or help from someone who holds it, is required for billing and plan details.
- Unused seats are worth reviewing, but savings depend on your contract. Ask your Customer Success Manager whether you can reduce your minimum license count.
- Never delete a user or number based on inactivity alone. Confirm ownership, routing dependencies, and billing impact first.
- Recording and consent rules vary by location and by what the call involves. Treat this section as a starting point, not legal advice.
- A CRM sync failure usually has one of five documented causes. Mismatched emails are common, but they are not the only cause.
- Aircall’s native SLA indicators are visual, not automatic alerts. Build a separate notification workflow if your team needs to be paged.
- Set a recurring date to repeat this audit every six to twelve months.
Prerequisites and Access You Will Need
Before starting the audit, make sure you have:
- Admin access to manage users, numbers, Smartflows, and integrations.
- Owner permission to review billing, license commitments, and company-level settings.
- Access to the Owner, if you do not have this permission yourself.
- Your connected CRM open in another window to verify call logging.
- Your helpdesk platform open, such as Zendesk or Intercom, if applicable.
Note: Owner is an additional permission assigned to an Agent, Supervisor, or Admin role.
Step 1: Audit Users, Roles, and Teams
Start here to reduce unnecessary license costs, remove outdated access, and prevent basic security issues.
1. Review Your User Roster
Go to Users and Teams → All Users and review everyone currently assigned a license.
Identify inactive users
- Find users with no call activity in the last 60–90 days.
- Confirm with their manager that they have left or no longer need Aircall.
- Delete only after receiving confirmation.
Aircall does not offer a suspend or deactivate option. User deletion is permanent.
Understand the billing impact
Aircall bills based on your contracted license commitment.
- Below or within your minimum: Deleting a user frees the license for reassignment but does not reduce your bill.
- Above your minimum: Removing extra licenses may reduce future charges.
- Annual plans: Previously paid license fees are generally not refunded. The license simply becomes available for reuse.
After reviewing inactive users:
- Confirm your contracted minimum with the account Owner.
- Ask your Aircall Customer Success Manager whether you can reduce the minimum.
- Submit any request before the required notice or renewal deadline.
2. Verify Roles and Permissions
Aircall has three base roles:
- Agent: Makes and receives calls but cannot access the Dashboard.
- Supervisor: Monitors performance and supports call coaching. Visibility may be limited to assigned teams or numbers on eligible plans.
- Admin: Manages users, numbers, Smartflows, and most integrations.
Owner is an additional permission that can be assigned alongside any base role. It provides access to billing, license commitments, and certain company-level settings.
What to check
- Review everyone with Admin or Owner access.
- Confirm that each person still needs that permission level.
- Downgrade users whose responsibilities no longer require elevated access.
- Limit Owner permission to the small number of people managing the account and contract.
Unnecessary Admin access creates avoidable risk. A user could accidentally delete a number, change an integration, or disrupt a Smartflow.
3. Check Teams, Working Hours, and Time Zones
Confirm that Aircall teams still match your current organizational structure.
Team assignments often become outdated after:
- Reorganizations
- Department changes
- New hiring
- Employee transfers
Then review each user’s:
- Assigned team
- Working hours
- Time zone
Check these settings individually rather than relying only on team defaults. An incorrect time zone or outdated schedule can route calls to agents outside their working hours, causing missed calls that are difficult to diagnose.
Step 2: Audit Numbers, Smartflows, and the AI Voice Agent
Smartflows is Aircall’s visual call-routing builder. It is also where routing problems often stay hidden. A flow may look correct in the editor but fail only for one branch, schedule, or caller scenario.
1. Investigate Numbers With No Traffic
Go to Numbers, export the full list of active numbers, and compare each number with call volume in Analytics for the last few months.
Don’t delete a number just because it has no recent calls. First confirm:
- Who owns the number and why it was created
- Whether a Smartflow routes calls to it
- Whether it appears in ads, business cards, websites, or other materials
- Whether it receives authentication or verification codes
- Whether any integration is connected to it
- Whether a number port is still in progress
- Whether removing it changes your contract or billing
- Whether historical call data is still needed
- Whether recordings must be exported for compliance
- Whether it supports emergency or fallback routing
Before deleting a number
Number deletion is permanent and requires Admin access. It can also affect recording links and historical data associated with that number.
Before removal:
- Export required recordings and reports.
- Confirm that no routing flow or integration depends on the number.
- Check the current recovery policy with Aircall Support.
Aircall mentions a limited recovery window for accidental deletion, but it doesn’t state the exact period consistently across its documentation. Do not rely on recovery as a backup plan.
2. Test the AI Voice Agent
If the AI Voice Agent is enabled, test it with realistic inbound calls rather than reviewing the configuration alone.
Use several scenarios, including:
- Different caller intents
- Accents and speaking styles
- Background noise
- Informal or unexpected wording
- Requests that could match more than one team
Confirm that each intent consistently reaches the correct destination.
The AI Voice Agent uses natural-language routing instead of a traditional press-one menu, so accuracy may change depending on how callers phrase their requests.
Also review usage and cost. The AI Voice Agent is billed separately from standard user licenses and may still be active after a trial or temporary rollout.
3. Walk Through Every Smartflow
Open the Call Distribution settings for each number and review the flow widget by widget.
Check:
- Whether calls ring simultaneously or one agent at a time
- The ring duration assigned to each user
- The total team queue duration
- Every routing branch, including less-used paths
- The destination when nobody answers
- Voicemail at the end of each branch
- External-number routing and where it lands
- The position of each Ring To widget
- Time Rules, Special Dates, and time zones
- Current coverage outside normal business hours
Verify the settings directly in the account. Routing rules can differ by number, and assumptions based on another flow may be wrong.
Look for incomplete branches
Every Ring To widget should lead to another action, such as:
- Voicemail
- A fallback team
- An external number
- Another routing step
A Ring To widget with nothing after it can cause an unanswered call to ring and then disconnect without reaching voicemail.
Also confirm that Ring To widgets sit below the relevant Time Rule. Otherwise, calls may reach agents before the schedule condition is applied.
4. Review Special Date Rules
Check all holiday and exception schedules for:
- Expired dates
- Incorrect time zones
- Reused rules from previous years
- Old office closures
- Branches that no longer match current staffing
These issues rarely produce a visible error. They usually appear as missed calls, unexpected routing, or disconnected callers.
Step 3: Audit Call Settings, Recordings, and Governance
This step is about legal exposure and data control, not routine account cleanup. Recording settings, consent notices, access rights, and retention policies need closer review than ordinary routing preferences.
1. Review Recording Access and Retention
Check the recording settings for every active number. Do not rely only on the company-wide default, because individual numbers may use different settings.
Confirm:
- Which numbers record calls
- Who can access and play recordings
- Who can download or delete recordings
- Whether access is limited to the Supervisors and Admins who need it
- How long recordings remain available under your plan
- How older recordings can be retrieved
Aircall’s plan information lists:
- Essentials: Up to one year of recording access
- Professional: Unlimited recording access
However, only the most recent six months may be directly visible in the Dashboard. Older recordings may require a request to Aircall Support.
Confirm the retention terms for your own plan before promising that an older recording can be recovered.
2. Review Recording Consent and Privacy Requirements
Recording rules depend on:
- Where your business is located
- Where the caller is located
- The purpose of the recording
- The type of call
- Your industry
In the United States, all-party consent laws vary by state. Required notice, consent methods, and enforcement rules vary by state.
GDPR also requires more than simply asking whether the caller is in the EU. Applicability may depend on whether your business targets people in the EU or monitors their behavior there.
Consent is not the only possible lawful basis for recording under GDPR. Depending on the situation, legitimate interest or contractual necessity may also apply.
Review your policy as a whole:
- Caller notice
- Lawful basis
- Consent language, where required
- Access to recordings
- Recording security
- Retention periods
- Deletion procedures
- Data-access requests
Have qualified legal counsel review the final policy and recording script. This audit can identify operational risks, but it is not a substitute for legal advice.
3. Review Voicemail Greetings
Listen to the voicemail greeting on every active number.
Look for:
- Outdated business hours
- Old promotions or service information
- Incorrect team names
- Former employees
- Missing instructions
- Generic greetings that do not explain what happens next
A working voicemail is not necessarily an accurate one.
4. Clean Up Call Tags
Export or review the complete tag list and look for duplicate or overlapping tags.
For example:
- Support
- Support_Ticket
- Support Request
These may describe the same call type while splitting reports across several labels.
Merge duplicates and define a simple naming standard so agents use the same tag for the same situation.
5. Review Blocked Numbers
Check the blocked-number list for entries that no longer belong there.
Phone numbers are reassigned. A number previously used by a spam caller may now belong to a legitimate customer or prospect.
Review long-standing blocks and investigate important customers who report that they cannot reach your team.
Step 4: Audit Integrations and Data Quality
Integration problems often remain hidden until a call fails to log, a contact is duplicated, or a report no longer matches the actual call history.
1. Test Each CRM Integration With a Live Call
Place a real inbound test call and confirm that the CRM records:
- The correct contact
- The correct agent
- Call direction
- Call duration
- Call outcome
- The correct Aircall number
- The recording or recording link, where enabled
Do not confirm the integration only by checking whether its status says “connected.”
If the call does not log correctly, work through the common failure points in order.
Check plan eligibility
Confirm that both Aircall and the connected CRM are on plans that support the integration.
Some integrations require specific subscription tiers on both platforms. Salesforce is one example.
Check user email matching
Compare each agent’s email address in Aircall with the email used in the CRM.
A mismatch can assign calls to the wrong person, but fallback behavior differs by integration.
For example:
- Salesforce may log the call under the account Admin.
- HubSpot may use different fallback logic based on contact ownership.
Check the documentation for the specific CRM rather than applying one rule to every integration.
Check phone-number formatting
CRM phone numbers should use E.164 format:
+14155552671
That means:
- Plus sign
- Country code
- Subscriber number
- No spaces
- No brackets
- No punctuation
Inconsistent formatting can prevent Aircall from matching a call to an existing CRM contact.
Check Connected Numbers
Confirm that the Aircall number receiving the call is assigned to the integration under Connected Numbers.
Integration access is configured at the number level. An agent can be connected correctly even if the number itself isn’t.
Check mandatory CRM fields
Review any required custom fields in the CRM.
If the CRM requires a field that Aircall cannot populate, Aircall may be unable to create or update the record.
A failed CRM sync often has several possible causes. Do not stop after finding the first familiar issue.
2. Clean Up Contact Data
Poor phone-number data weakens caller identification and creates duplicate CRM records.
Audit the contact database for:
- Missing country codes
- Local-number formats
- Spaces and punctuation
- Duplicate phone numbers
- Multiple records for the same person
- Old or disconnected numbers
- Phone numbers saved in the wrong field
Export the database, standardize numbers in E.164 format, and run a deduplication pass before blaming the integration.
3. Test Webhooks and API Connections
Review every custom webhook, API connection, reporting pipeline, and automation connected to Aircall.
Common silent failures include:
- Expired authentication tokens
- Changed endpoint URLs
- Removed permissions
- Modified CRM fields
- Zapier steps that were turned off
- Receiving systems that changed their data requirements
- Automations still connected to former employees’ accounts
Do more than trigger one test event. Review the logs and confirm that the connection has been completing successfully over time.
Pay particular attention to custom reporting and automations built one or two years ago and not reviewed since.
Step 5: Audit Analytics and Monitoring
The goal is to confirm that staffing, coaching, and service decisions are based on accurate data, not outdated dashboards or incomplete reporting.
1. Confirm the Core Metrics Managers Use
Open each Analytics dashboard and confirm that managers regularly review the metrics that affect staffing and call quality.
At minimum, check:
- Missed-call rate
- Answer rate
- Average handle time
- Waiting time
- Abandonment
- Call volume by day and hour
- Agent availability
- Inbound versus outbound activity
A dashboard with dozens of widgets is not useful if managers do not know which numbers require action.
2. Confirm How Much Historical Data Is Available
Check the reporting limits attached to your Aircall plan.
Aircall’s plan comparison indicates:
- Standard Analytics data may be limited to six months on Essentials and Professional.
- Call History exports may cover six months on Essentials.
- Professional and Custom plans may allow up to twelve months, exported in six-month ranges.
- Analytics+ can provide unlimited historical data and additional dashboards.
Confirm whether Analytics+ is active before assuming that older data is unavailable or that your account includes unlimited history.
Export important data regularly if your reporting requirements extend beyond the standard retention window.
3. Use the Correct Dashboard for Missed Calls
The Overview dashboard shows general call activity.
The Unanswered Calls dashboard explains why inbound calls were missed, including:
- Calls outside business hours
- No available agent
- Queue abandonment
- Routing or coverage gaps
Use the Unanswered Calls dashboard when investigating missed calls. A high-level missed-call percentage alone does not reveal the operational cause.
4. Review Live Monitoring Access
Confirm that each Supervisor sees the queues, teams, and numbers they actually manage.
Avoid a single broad monitoring view that shows every queue if it makes urgent issues harder to spot.
Live Monitoring may show:
- Total active calls
- Calls waiting
- Queue activity
- Agent status
- Live listening
- Whisper coaching
Whisper coaching allows a Supervisor to speak to an agent without the caller hearing. Confirm that your current plan includes the features your team expects.
5. Check SLA Thresholds
If Live Monitoring+ is enabled, review the configured SLA thresholds.
The dashboard can display:
- Green: Within the accepted limit
- Orange: Approaching the limit
- Red: Threshold exceeded
These colors are dashboard indicators. They do not automatically notify someone when service levels drop.
If your team needs alerts, build a separate workflow through Slack, Zapier, or another connected tool.
Finally, compare the current thresholds with actual call volume and staffing. A wait-time target set during a quieter period may no longer reflect a realistic or acceptable service level.
Complete Audit Checklist
- Confirm you have Admin access before starting this audit
- Identify who holds Owner permission for billing and contract questions
- Pull the full user roster from Users and Teams
- Check your roster against your contracted license minimum before removing anyone
- Confirm with each manager before deleting an inactive user
- Ask your Customer Success Manager whether your license minimum can be amended
- Downgrade Admin access for users who no longer need it
- Confirm teams and working hours match your current org chart
- Export your number list and flag zero-traffic numbers for investigation
- Check ownership, routing, integrations, and billing impact before deleting any number
- Test your AI Voice Agent with a few real call scenarios
- Verify routing method, ring duration, and fallback destinations in each Smartflow
- Review Special Date rules for outdated dates and incorrect time zones
- Restrict recording access to the Supervisors and Admins who need it
- Confirm your plan’s actual recording retention period
- Have legal counsel review your recording consent language
- Merge duplicate call tags and refresh outdated voicemail greetings
- Review the blocked numbers list for false positives
- Test your CRM integration with a live inbound call
- Work through Aircall’s five documented CRM troubleshooting checks
- Confirm contact numbers use consistent E.164 formatting
- Test every webhook and custom API connection for silent failures
- Review Analytics for missed call rate, answer rate, and AHT trends
- Confirm Live Monitoring is configured for the correct queues
- Distinguish native SLA color indicators from any external alert workflow you rely on
Conclusion
A clean Aircall setup shows up in agent productivity, not just in a lower invoice. Fewer broken Smartflow branches mean fewer lost calls. Accurate contact data saves time on every call. A reviewed user roster means you know exactly what you are paying for and why.
Bookmark this guide and repeat the audit every six to twelve months. Run it again sooner after a reorg, a CRM migration, or a plan change. If the audit turns up more issues than expected, an outside RevOps or telephony consultant can often complete a focused cleanup faster than an internal team working through it alone.
