> ## Documentation Index
> Fetch the complete documentation index at: https://kb.mspprocess.com/llms.txt
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# Preventing Infinite Call Forwarding Loops with AI VoiceAssist

> Issue Some users have experienced an infinite call forwarding loop when configuring AI VoiceAssist. This happens when the forwarding number set for an agent…

### **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.

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### **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.

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### **Solutions**

To prevent this issue, users have **two options**:

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#### **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.

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#### **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.

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### **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.

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### **Need Help?**

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


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