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Overview

The Aircall integration brings recorded Aircall calls into Zell for call analysis. Zell receives a call when Aircall has saved a recording for it.
Every Aircall number whose calls should reach Zell needs call recording set to automatic. Turn on Call recording, Incoming calls, and Outgoing calls. In each direction’s dropdown, choose Start recording automatically or Start automatically with agent control. The manual option, labeled Agent manually start and stop the recording, records a call only when the rep presses record, so most calls on that number never show up in Zell.

Before You Start

  • Zell admin access: only tenant admins can see and manage integrations in Zell.
  • Aircall admin access: only an Aircall admin can change call recording on a number.
  • Automatic recording on every number: configure each number whose calls should reach Zell. One number left on manual recording keeps most of that number’s calls out of Zell.

Set call recording to automatic

Recording is configured on each Aircall number. Aircall documents the setting in Activating call recording.
Confirm that call recording is allowed where your team operates before you turn it on.
1

Open the number

Go to Aircall Dashboard → Numbers, select the number, and open the Settings tab.
2

Find Call recording

Scroll to Call recording.
3

Turn recording on for both directions

Turn on the Call recording toggle, then turn on Incoming calls and Outgoing calls.
4

Choose an automatic option

In the dropdown for Incoming calls, and again for Outgoing calls, choose one of these:
  • Start recording automatically: recording begins when the call connects.
  • Start automatically with agent control: recording begins when the call connects, and the rep can pause it.
Do not use the manual option. The Aircall UI labels it Agent manually start and stop the recording. Aircall’s help center calls the same option Allow the agent to start & pause recording. With that option, Aircall records a call only when the rep presses record, and the calls they did not record never show up in Zell.
5

Repeat for every number

Repeat these settings for every Aircall number whose calls should reach Zell.

Connect Aircall in Zell

1

Open Tenant Settings

At the bottom of the left sidebar, click Settings (the gear icon), then select Tenant Settings.Tenant Settings only appears for admins. Zell opens the Team overview first.
2

Open the Aircall integration

In the settings menu on the left, scroll to the Integrations section and click Aircall.
3

Connect the Aircall account

Connect the Aircall account from this page, then complete the authorization Aircall presents.
Tag mappings are managed on this same page after the account is connected.

Connect each user

After an admin invites a new user, a popup lets them connect that user to Aircall. Connect each person whose calls should be analyzed in Zell. See Invite Users for how to send the invitation.

Map Aircall tags

Aircall tags can be mapped to a Zell call type, a call outcome, or both. When a mapped tag is present on an imported call, Zell uses the mapped value instead of automatic classification. Follow the Aircall tag mapping steps in Custom Call Types & Outcomes. That section covers Refresh Tags, choosing a call type and outcome for each tag, and saving the mapping.

Calls missing from Zell

When calls from a number are missing, check that number’s recording settings first:
  • Call recording, Incoming calls, and Outgoing calls are on.
  • Both dropdowns are Start recording automatically or Start automatically with agent control.
  • The same settings are applied on every number the team uses.
  • The rep was connected to Aircall from the popup shown when an admin invited them.
Aircall does not save a recording for an internal call, a recording shorter than 5 seconds, a recording longer than 4 hours, or a call with fewer than two participants. A call Aircall did not record does not show up in Zell.