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How to avoid call loops when using an Elooo System number as a destination

Never set an Elooo System number as a forwarding destination (in the number configuration, the business profile phone, a user's phone or a number pool): the call re-enters the system and drops. Always use an external number (cell, landline or VoIP) and, if you see the loop warning, change the number before saving.

Updated on

Before you start

  • Make a list of everywhere you've entered a phone number: each number's configuration, Settings › Business Profile, each user's profile under Settings › My Staff, and number pools.
  • Have an external number (cell, landline or VoIP from another provider) to use as the destination.
Where to find it

Settings › Phone System › Phone Numbers › ⋯ › Edit Configuration › Call Forwarding (and the other three screens listed below)

Step by step

Understand the problem

  1. A loop happens when a call is forwarded to a number that belongs to Elooo System itself: the call comes in, gets forwarded, comes in again, and eventually fails or drops.
  2. The system doesn't block this setup, but it shows a yellow warning when it spots the risk: "Using your CRM phone number here may cause some calls to fail because it can create a call loop".
  3. The warning appears on four screens:
    • Number configuration › Call Forwarding;
    • Settings › Business Profile › Business Phone Number;
    • Settings › My Staff › user profile › Phone Number;
    • Number Pool › forwarding number.

Fix it

  1. Open Settings › Phone System › Phone Numbers and, for each number, click ⋯ › Edit Configuration › Call Forwarding.
  2. If the destination is an Elooo System number, replace it with an external number or choose a team member as the destination (it rings their app or cell phone).
  3. Open Settings › Business Profile and make sure the Business Phone Number is external or, if you use the CRM number there, that no configuration forwards to the "business phone number".
  4. Under Settings › My Staff, open each user and make sure their personal Phone Number isn't a CRM number.
  5. In number pools, make sure the Forwarding Number is external.
  6. Save and place a test call to every number you changed.
  7. Over the next few days, check Reporting › Call Reporting for failed or very short calls.

Tips

  • If you want the call to reach a person, pick them as a team member in the forwarding settings instead of typing a number; it avoids the loop and lets them answer in the app.
  • Advanced users can use CRM numbers in complex flows, but only when they're sure the call never comes back to the same number. Always test after saving.

Common problems

  • The call drops as soon as it's answered, or never connects → There's a loop. Go through the four screens above and replace the CRM number with an external one.
  • The warning shows but I really need that number → The warning is informational only; you can save. Make sure the flow never returns to the same number and keep an eye on the calls.
  • I changed the number and calls still drop → There's another place with the CRM number (the business profile or a user profile are the most often forgotten). Check them all.
  • Calls from the tracking number pool don't connect → The pool's forwarding number is a CRM number. Use an external one.

Frequently asked questions

Does the warning stop me from saving?

No. It's only an alert; the configuration is saved anyway.

Can I forward CRM number A to CRM number B?

Technically yes, but it's the classic recipe for a loop. Forward to a team member or an external number instead.

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