Troubleshoot agent cannot call out or receives error on inbound calls

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.