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Aircall

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Step 1: Add phone numbers in Aircall

We fetch your data from Aircall both through automatic imports and with webhooks. Automatic imports run once every 1 hour, whereas webhooks update your data sources instantly.

To ensure that everything updates in real time in Plecto, it's important that you add in Aircall all the phone numbers you want to track. If you don't add the numbers in Aircall, your data sources in Plecto will update only once an hour (and the data you stream directly from Aircall is not going to be accurate).

Here's how to add phone numbers in Aircall. Read more in Aircall's guide.

  1. Log in to Aircall as an admin.

  2. Navigate to Integrations & API > My Integrations and open Plecto.

  3. Click + Add numbers in the section Connected numbers. Add all the phone numbers you want to keep track of in Plecto.

  4. Once you've added all numbers, click Confirm to finish.

  5. You can now move on to step 2.

Step 2: Connect Aircall with Plecto

  1. Open Plecto.

  2. Go to Data management > Data sources > + New data source > Aircall.

  3. Click Next and log in to your Aircall account.

  4. Click Authorize to give Plecto read access to your Aircall data. You will be redirected back to Plecto.

  5. Decide what data types you want to import.
    (It's not possible to import Known/Custom and Streaming data types all at once. Choose either the one or the other, then repeat these steps to add the missing data types)

  6. (Optional) When you have selected your data types, you can adjust the data source title and other parameters in the advanced settings. You can change the data source settings also later on once the data sources are created.

  7. Click Next to finish and import your data.

Available data types

Plecto will create one data source for each data type you import. You can find the list of data sources under Data management > Data sources. Here are the data types you can currently import from Aircall:

  • Agents – All calls are linked to call agents that have previously been in contact with the same phone number. Importing this data type will help you know who the incoming call should (or could) be redirected to.

  • Calls – Get real-time data for your incoming, outgoing, and missed calls.

  • User events – This data type is based entirely on webhooks. Automatic imports don't apply. Whenever you add this data type, your data source will initially be empty and will start getting registrations whenever webhooks in Aircall update.

Note on Aircall Calls

  1. Aircall warns that the largest scope of historical data they provide for the Calls data type is six months. If needed, you can request a one-time export from Aircall and then upload the sheet to Plecto using Excel or our Google Sheets integration. Read more in Aircall's developer docs.

  2. As of November 2022, the Calls data type has a new field – Talking time. It means that the data source now contains both a Duration field and a Talking time field. Here's how they're different: Duration shows the total call duration from Started at to Ended at. Talking time shows the conversation duration from Answered at to Ended at.

Streaming data types

Instead of adding data sources, storing data and building formulas to see your metrics, you can stream KPIs directly from Aircall on your Plecto dashboards. The streaming data types allow you to see the following metrics:

  • Calls in queue

  • Longest waiting time in queue

  • Employee status

Webhooks

Plecto subscribes to the following events in Aircall webhooks:

  • call.created

  • call.answered

  • call.hungup

  • call.ended

  • call.assigned

  • call.tagged

  • call.untagged

  • user.created

  • user.opened

  • user.connected

  • user.closed

  • user.disconnected

  • user.deleted

  • user.wut_start

  • user.wut_end