Phone System · 1 min read
Avoid Call Loops When Routing Calls to Internal Phone Numbers
What a call loop is
A call loop happens when an inbound call is sent back to the number or routing path that first received it. For example:
> Customer → Business phone number → Internal phone number → Business phone number
Because the call returns to where it started, routing repeats instead of completing. Callers may hear nothing, the call may drop, or nobody's phone rings.
Where internal numbers are used
Numbers from your account can be used in your business profile, staff profiles, number pools, forwarding settings and advanced routing. That's supported, but an internal number shouldn't be the forwarding destination of a number that forwards back to it.
Why you may see a warning
If your Business Phone Number or a user's forwarding number is a number in your own account, you may see a warning. Using an internal number as your business number is fine. The warning is there so you check that no forwarding rule sends the call back to the same number.
How to avoid loops
- Forward calls to a user's personal or external phone, not to another number in your account that forwards back.
- Use Ring more team members or user assignment to ring several people instead of chaining numbers.
- In number pools, set the forwarding number to your main external business line, not a pool number.
- Map out the route before saving: every path should end at a person, voicemail, Voice AI or IVR.