If you're hearing phone calls that loop, playing the same message over and over again, or you're seeing phone calls stack up one after another in Conversations, that is a "redirect" loop. Let's fix it.

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TABLE OF CONTENTS

• What Is A Phone Call (Redirect) Loop?
  • Evidence of a Phone Call (Redirect) Loop
  • Fix a Phone Call (Redirect) Loop
    • Check User Phone Number
    • Check Forwarding Number
    • Check Business Profile Phone

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What Is A Phone Call (Redirect) Loop?

A phone call loop, or a redirect loop, is when a call to number A gets routed/redirected/forwarded to number B, and then number B routes it to number A.

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Evidence of a Phone Call (Redirect) Loop

Evidence that you have a phone call redirect loop:

• You hear the call repeat the same sounds over and over again.
• You see inbound calls stack up quickly (less than a minute).

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Fix a Phone Call (Redirect) Loop

Check User Phone Number

Navigate to Subaccount > Settings > My Staff > edit specific user. Make sure the user's phone number (the number you call to talk to them) is not the same as a OmniReach number (the number you got from OmniReach).

This would create a forwarding loop where the call calls itself. You might see an error like this:

Check Forwarding Number

Also check Subaccount > Settings > Phone Numbers > Forwarding Number. The forwarding number needs to be different from the phone number.

Check Business Profile Phone

Also check Subaccount > Settings > Business Profile > Business Phone. This is the fallback number to route the inbound call to. Check this but also call this number to see if it ends up routing to the OmniReach number anyway. It might look like a different number that is still setup to route to the OmniReach number, so test it manually.