Knowledge base | Aircall

I can’t make or receive calls with the App

The most common answer to this is that your network doesn't allow VoIP calls.

First, follow this article on how to configure your network. If that doesn't solve the problem, you'll find a solution in the following page.

Your connection might be blocked by a firewall

You are using the Mac or Windows native app

You might want to change the transport protocol of your app.

How to do it on the Mac app

  1. Open the App preferences pane
  2. Select the Network tab
  3. Choose TCP as the new transport protocol. By default, we use UCP but certain firewalls might block this protocol. Changing to TCP may resolve this issue if it occurs.
 

How to do it on the Windows app

  1. Click on the green Aircall logo in the top-left corner of the app
  2. Open the App Settings window
  3. In the Transport Protocol box, select the TCP in the list. By default, we use UCP but certain firewalls might block this protocol. Changing to TCP may resolve this issue if it occurs.

 

 

You are using the Chrome Web app

Run netscan.co to check your connection. Send us an email to team@aircall.io with the result page so we can dig into your problem and help you out!

 

You are using a shared corporate or education network

The network administrator may have blocked VoIP traffic. In that case, the central Phone icon in your Aircall app will remain red.

Ask your network administrator to unlock the following ports:

SIP and WebRTC Signalling (SIP Websocket)

IPs : 54.241.2.206
TCP ports : 5060 5061 5080 5063
UDP ports : 5060 5061 5080 5063

Media / RTP

UDP ports : from 16384 to 32768

Alternatively, you can set-up a VPN to connect to a distinct network that doesn't have these restrictions. Contact us on team@aircall.io if you need help on this.

 

You are using an open, public WiFi network prohibiting VoIP (Airport Guest, FON, etc.)

There's nothing we can do really here. We do not believe hacking shared WiFi networks to make calls is good :-)

If you're not in one of the 3 cases above, try restarting your App and if you're a Mac user, check if the problem happens both on web and Mac app.