Troubleshoot agent cannot call out or receives error on inbound calls
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.
The agent has the same number in their Work Phone 1-4 fields as they have set in their Remote Number station.
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.
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.