Call Loops and How to Troubleshoot Them

Call loops occur when an incoming call is endlessly redirected back to the starting point, creating a loop that prevents a successful call connection. This can result in repeated messages such as "This call is going to be monitored for quality assurance," and can generate multiple incoming calls that appear to be stuck in a loop. To identify the cause, follow these steps:

Verify Forwarding Numbers

Navigate to the Phone Numbers section inside of your settings. Confirm that the forwarding number is different from the CRM number. This helps prevent calls from being redirected back to the starting point.

Inspect Business Profile Settings

In the "Business Profile" tab, check the business phone number. Ensure the business phone number is not the same as the CRM number to avoid creating a loop where calls are endlessly routed back to the business number.

Check User Settings

Navigate to your account settings and select the "My Staff" tab. Edit the user experiencing issues by clicking the pencil icon.

Go to the Call and Voicemail Settings tab and check if the number is assigned as the user's phone number. Assigning a number to a user can create a loop, as calls intended for the number will reroute to the same number.

Troubleshooting Call Loops

If, after checking the settings mentioned above, the call loop issue persists, consider the following troubleshooting tips:

•  Sometimes, the business phone number might be inadvertently set to forward calls back to the CRM number. To resolve this, ensure the device intended to receive calls (e.g., your cell phone) is correctly listed as the forwarding number.
• Avoid using virtual phone numbers (e.g., Google Voice) as your intended number to receive calls since they will try to forward the call again creating issues. If using a service of the like enable direct call connection to minimize connection problems that may cause Call Loops.

Frequently Asked Questions

What causes a call loop?

A call loop can occur if a CRM number is assigned as a user's phone number or if call forwarding settings redirect calls back to the starting point.

How can I prevent call loops?

Ensure that CRM numbers are not used as user phone numbers or as the business phone number. Always use distinct forwarding numbers.

What should I do if I can't resolve the call loop?

Double-check all user and business profile settings for any misconfigurations. If the issue persists, consider reaching out to CRM support for further assistance.