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Issue

Some users have experienced an infinite call forwarding loop when configuring AI VoiceAssist. This happens when the forwarding number set for an agent is the same number that routes to AI VoiceAssist. As a result, AI VoiceAssist continuously receives and re-routes the same call without resolution.

Cause

When an agent forwards a call to a number that ultimately routes back to AI VoiceAssist, it triggers a loop. Since AI VoiceAssist tries to forward the call again (based on the agent configuration), the cycle repeats indefinitely, leading to call failures and poor customer experience.

Solutions

To prevent this issue, users have two options:

Option 1: Use a Different Forwarding Number

Direct AI VoiceAssist to forward calls to a different number that does not loop back to AI VoiceAssist. This can be:
  • A voicemail box
  • A call queue
  • A live agent line
  • Any number capable of handling or terminating the call
Example: If AI VoiceAssist is reached via number (555) 123-4567, avoid forwarding back to this same number or any alias that loops to it. Instead, forward to (555) 987-6543, which routes to a voicemail or support queue.

Option 2: Create a Custom Agent That Doesn’t Forward Calls

For specific use cases where forwarding may cause issues, create a custom agent within AI VoiceAssist that is configured to:
  • Not forward calls
  • Handle the interaction fully within AI VoiceAssist (e.g., take a message, end the call gracefully)
This is ideal for scenarios where no live intervention is needed or to provide fallback handling without external routing.

Best Practices

  • Always double-check your call flow to ensure there are no circular routes.
  • Use call logs to verify how the call is being handled.
  • Document and label forwarding numbers clearly to avoid confusion.

Need Help?

If you need assistance configuring AI VoiceAssist, please contact your support team or refer to additional guides in our Help Center.