What is a Call Loop?

What is a call loop?

A call loop occurs when a caller calls the IsOn24 phone number (say I) from their phone number (say A) and, due to a misconfiguration, is forwarded back to the same number (A). It looks like:

Caller (A) —> [IsOn24 phone number (I)] —(certain calls forwarded back to) —> (A)

In another typical scenario, the caller calls a business number (say B) which has been set up to forward calls to the IsOn24 phone number (say I). However, again due to some misconfiguration, the call is forwarded back to the same number (B). It looks like:

Caller (A) —> (Business phone number B) —calls forwarded —> [IsOn24 phone number (I)] —(certain calls forwarded back to) —> (B)

How to fix it?

There are multiple ways to resolve a call loop issue, depending on how many phones you have and how would you would like IsOn24 to forward certain calls to your phones. Here are the most typical scenarios:

You want IsOn24 to directly forward certain calls to your number A

1. If you are just testing your IsOn24 call agent.

Use a different phone (C) instead of your main phone (A) to make test calls to the IsOn24 number so that your calls are forwarded to your phone number A without a loop. It looks like:

Caller (C) —> [IsOn24 phone number (I)] —(certain calls forwarded) —> (A)

2. If your customers call your business number B

Here you have multiple options:

a. If you have additional phones (say P)

Let IsOn24 forward calls to your number P. It looks like:

Caller (C) —> (Business phone number B) —calls forwarded —> [IsOn24 phone number (I)] —(certain calls forwarded) —> (P)

Please note that IsOn24 will always hide your phone number P from callers, so it will always remain private from your customers. Only IsOn24, as your call agent, will know about P.

b. If you do not have any other phone than your business phone B

You can use the IsOn24 call queue feature to answer customer calls from your computer or tablet. It looks like:

Caller (C) —> (Business phone number B) —calls forwarded —> [IsOn24 phone number (I)] —(certain calls queued in order) → IsOn24 (browser) app on your computer or tablet.

Find more information about the IsOn24 call queue here.

c. Let IsOn24 answer your business calls and alert you with the results.

In this case, customize IsOn24 call options so that calls are not forwarded back to your business number B. Instead, use other actions such as generating a lead, or booking an appointment, or taking a message. 

You can customize the questions  IsOn24 will ask callers to generate leads just like you create an online form. This could include their name, email address, property address, and any other relevant information that you would like to collect. You will get instant alerts with all the data nicely recorded and transcribed - just like an online form submission.

To customize IsOn24 actions, open the IsOn24 app and go to Menu > Call Experience > Main options. Then review the current setup and update as needed.