Troubleshoot agent cannot call out or receives error on inbound calls

AI-generated summary

Genesys Cloud has built-in logic that uses agent Work Phone 1-4 fields to route calls. If an agent's Remote Number station is set to the same number as a Work Phone field, it can cause call failures like the inability to call out or receiving loop detection errors on inbound calls. To resolve, ensure the Remote Number does not match any Work Phone field numbers. Use other fields for additional phone numbers.

Problem

Agents cannot call out, or agents receive inbound calls with this warning: A loop has been detected on the call path with this edgecontrol instance.

Cause

The agent has the same number in their Work Phone 1-4 fields as they have set in their Remote Number station.

Solution

Genesys Cloud has built-in logic around Work Phone 1-4 fields that it uses to route calls. Therefore, these fields should not be reused elsewhere in the application. If you need to add an additional phone number, use a field other than the Work Phone 1-4 fields.

[NEXT] Was this article helpful?

Get user feedback about articles.