Aircall's Forward-to-device feature allows you to set up a transfer for your incoming calls from your Aircall phone app to an external mobile or landline number of your choice.

If you want to make outgoing calls or use Aircall's SMS feature while on the go, it would be best to use the mobile app for Android or iOS.

There are a few important aspects to consider when activating this feature:

  • Calls can be forwarded to only one external number of your choice (mobile or landline). Calls cannot be forwarded to another Aircall number.

  • Your Aircall user must be set as available in order for calls to be forwarded.

  • Calls will connect to your Forward-to-device number via Aircall, meaning the call distribution and ring times you have set for your Aircall numbers are followed even when forwarding, just as if you were signed into your Aircall Phone application.

  • Calls making use of Forward-to-device will follow typical user availability, meaning only one call can be forwarded at a time per user with the feature enabled.

  • If you are signed in to your Aircall Phone application and have Forward-to-device enabled, you will receive the call simultaneously on both your application and the Forward-to-device number. There is currently no option to ring your app first then your forwarding number or to disable ringing to your app if you are logged in.

  • When receiving a call on your Forward-to-device, an automated message will prompt you to press 1 to prove that you're a human and not a robot. You must press 1 within 10 seconds before the call cascades to the next available user.

  • Calls that are answered on your Forward-to-device will be charged as outbound calls.

  • You can choose to either see the caller ID (number of the caller) or your Aircall number on your Forward-to-device screen when receiving incoming calls.

⚠️ You cannot use the Forward-to-device feature and the mobile app for Android or iOS simultaneously. When both options are enabled, you will experience service interruptions.

If you have installed the mobile app and also set up a Forward-to-device, you must deactivate either the Forward-to-device or manually log out of the mobile app and uninstall it from your device. ⚠️

Enabling Forward-to-Device from the Admin Dashboard

  • Log in to your Dashboard

  • Select Team

  • Select the User you want to enable Forward-to-device for

  • Select Forward to devices

  • Click Add a phone number and enter the mobile or landline number of your choice

  • Click Save

  • Scroll down on the same page to Calling Preferences

  • Under caller id, you can choose to select show caller ID or your Aircall number

    • Caller ID: When the call is transferred to your device, show the caller ID of the number calling.

    • Aircall number: When the call is transferred to your device, show the Aircall phone number it's ringing to.

Disabling or Removing Forward-to-Device from the Admin Dashboard

  • Log in to your Dashboard

  • Select Team

  • Select the User you want to disable Forward-to-device for

  • Select Forward to devices

  • To disable the Forward-to-device, hover over the phone number and press the green toggle switch

  • To remove the Forward-to-device, hover over the phone number and press the trash can

Enabling Forward-to-Device from the Desktop App

  1. Open your Settings by clicking your account icon in the bottom right corner of the app

  2. Select Preferences. Next, click on Calling

  3. Scroll down to Forward to external number

  • Click Add phone number and enter the mobile or landline number of your choice

  • Click Save

  • Under Number displayed when ringing, choose between the Aircall number or Caller number

Disabling or Removing Forward-to-Device from the Desktop App

  • Open your Settings by clicking your account icon in the bottom right corner of the app

  • Select Preferences. Next, click Calling

  • Scroll down to Forward to external number

  • To disable the Forward-to-device, press the green toggle switch

  • To remove the Forward-to-device, press the X

A Note About The Press 1 Security Feature

As the press 1 feature is a security feature, you will need to contact support if you would like to request it be disabled.

If you toggle on/off the Forward-to-device at any time, the press 1 feature will automatically reset and you will need to request for it to be toggled off again.

When the press 1 feature is disabled and a forwarded call arrives at the voicemail inbox of the external Forward-to-device number, the caller will be connected to that voicemail inbox instead of your Aircall voicemail.

When the press 1 feature is enabled and a forwarded call arrives at the external Forward-to-device number, any greeting or welcome message on this external number will result in the call being treated as if it were answered by a live agent.

Adding an Aircall Number

It is not possible to add another Aircall number as a Forward-to-device number. This is largely due to the fact that this feature was intended for use with external numbers only and is a product limitation.

If you'd like to forward calls to another Aircall number, check out our guide on IVR numbers.

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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