The Aircall integration enables CallGrid to receive real-time agent availability updates from your Aircall contact center environment. This integration uses Aircall's Public API to monitor user availability statuses and route calls intelligently based on agent availability.

Prerequisites

Before setting up this integration, ensure you have:

• An active Aircall account with administrative privileges
• Access to your Aircall Company Settings
• A generated API ID and API Token from your Aircall dashboard

Configuration Steps

Step 1: Generate API Credentials

1. Log into your Aircall dashboard
2. Navigate to Settings → Company Settings
3. Scroll to the API Keys section
4. Click Add a new API key
5. Copy both the API ID and API Token immediately (the token cannot be retrieved later)
6. Store these credentials securely

Step 2: Configure CallGrid Integration

Phase 1: Basic Template Setup

1. Navigate to your CallGrid destination settings
2. Click the Webhook tab
3. Enable Webhook Integration
4. Enable Template Mode
5. Select Aircall from the Agent Availability templates
6. Fill in the required field:

Required Configuration Fields

Basic Auth Token (Required)

• Format: API_ID:API_TOKEN (will be Base64 encoded automatically)
• Example: your_api_id:your_api_token_here
• This combines your Aircall API ID and API Token with a colon separator

7. Click Save Webhook to proceed to advanced configuration

Phase 2: Advanced Configuration (Optional)

After saving your basic template configuration, you'll be taken to the advanced configuration screen. The system automatically builds the webhook URL and authentication headers for you.

Acceptance Parsing

The most important setting is the acceptance criteria, which determines when calls should be sent to this destination.

Minimum Agent Threshold The system is pre-configured to check for available agents. You can adjust the minimum number of agents required:

• Value: 0 - Accept calls when any agents are available (default)
• Value: 1 - Accept calls when at least 2 agents are available
• Value: 2 - Accept calls when at least 3 agents are available
• Value: 3 - Accept calls when at least 4 agents are available

Simply change the number in the "Value" field to set your minimum agent requirement.

Testing Your Configuration

To test your integration:

1. Fill in your Basic Auth Token in the configuration box
2. Click Run Webhook
3. Verify the test passes and shows agent availability data
4. Confirm the acceptance parsing criteria work correctly

The test will show you real data from your Aircall account and whether calls would be accepted based on your settings.

Advanced Configuration Examples

Example 1: Basic Available Agent Check

Acceptance Criteria:

• Condition: Greater Than
• Value: 0

This configuration accepts calls only when at least one agent shows as "available".

Example 2: Multiple Agent Threshold

Acceptance Criteria:

• Condition: Greater Than
• Value: 2

This setup ensures calls are accepted only when at least 3 agents are available.

Example 3: Higher Availability Requirements

Acceptance Criteria:

• Condition: Greater Than
• Value: 4

This configuration requires at least 5 available agents before accepting calls.

Troubleshooting

Common Issues

Authentication Failures

• Verify your API ID and API Token are correct and current
• Ensure the Basic Auth Token format is API_ID:API_TOKEN
• Check that your API credentials haven't been revoked or expired

No Agent Data Returned

• Confirm your Aircall account has active users
• Verify agents are logged into the Aircall system
• Check that your API credentials have proper permissions

Rate Limiting

• Aircall limits requests to 60 per minute per account
• Adjust CallGrid polling frequency if hitting rate limits
• Monitor for HTTP 429 responses indicating rate limit exceeded

Testing the Integration

To test your Aircall integration:

1. Enter your API ID:API Token in the Basic Auth Token field
2. Click Run Webhook button to test the connection
3. Verify the test passes and shows your account's current agent data
4. Confirm the acceptance parsing works correctly with your agent threshold

The webhook test will connect to your Aircall account in real-time and show you whether calls would be accepted based on your current agent availability and threshold settings.

Authentication Format

Aircall uses HTTP Basic Authentication where:

1. API ID and API Token are concatenated with a colon: API_ID:API_TOKEN
2. The resulting string is Base64 encoded automatically by CallGrid
3. The Authorization header becomes: Authorization: Basic [ENCODED_STRING]

Rate Limits and Considerations

• API Rate Limit: 60 requests per minute per company
• Response Time: Typically under 200ms
• Data Freshness: Real-time availability statup

Support and Additional Resources

Aircall Documentation

• Aircall API References
• Basic Authentication Guide
• User Availability Statuses

CallGrid Support

If you need assistance with this integration:

1. Check the CallGrid logs for error messages
2. Verify all configuration parameters
3. Test API connectivity using provided curl commands
4. Contact CallGrid support with integration details