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[Urgent] Inbound/Outbound Call Loop Causing Duplic...
# support
g
The agent successfully transfers the call to the PBX, but for some reason, the transfer is routed back to the same agent using the same assigned phone number. Case: The assistant phone number (+521234567890) transfers the call to the customer phone number (+521234567890). Since both numbers are the same, it creates a call loop. Inbound Call SID: 019e475b-da18-711c-9d4c-d1e43c7eac5e Outbound Call SID: 019e475b-d84e-788d-9558-392559d6c1a1 Could you please help me identify and resolve this issue?
t
This looks like a transfer routing loop caused by the assistant number being used as both the source and transfer destination, so the PBX is sending the call right back into the same agent flow. I can help trace the transfer logic, inspect the SIP/PBX routing rules, and configure the transfer flow properly so outbound transfers route to the correct destination without looping back to the assistant number. @GeraDeluxer
g
The transfer tool is configured correctly and works fine. However, many outbound calls appear in the logs unexpectedly. I do not understand how these outbound calls are being originated. The previous call logs do not indicate that the transfer was made to the same number in the tool logs, but somehow the system creates an outbound call using the same phone number, which results in a loop.
t
Ohhh then the issue is likely happening outside the transfer tool itself. It sounds like the platform or PBX is auto-generating a new outbound leg using the assistant’s caller ID during the handoff process, which then re-enters the same inbound flow and creates the loop. Since the logs don’t show the transfer targeting the same number, this is probably happening at the SIP routing, webhook, or carrier mapping layer rather than inside the agent logic. I can help trace the call chain end-to-end and identify exactly where that extra outbound call is being spawned so we can stop the loop permanently.
@GeraDeluxer
c
Hey, In your assistant's configuration, both the system prompt and the transfer_call_to_altitude_tool definition are hardcoded to transfer the call to the same number as your assistant's number To Resolve This 1. Go to your Assistant's configuration in the Vapi Dashboard. 2. Check the transfer_call_to_altitude_tool and update the destination parameter. Replace it with the actual external phone number for your human agents or PBX routing queue. 3. Update your System Prompt
Hey, in your assistant's configuration, both the system prompt _"Transfiere la llamada usando transfer\_call\_to\_altitude\_tool con el numero "+525540006523", solo si: El cliente lo solicita hablando de agente, ejecutivo o ser humano..."_ and the transfer_call_to_altitude_tool definition are hardcoded to transfer the call to the same number as your assistant's number To Resolve This 1. Go to your Assistant's configuration in the Vapi Dashboard. 2. Check the transfer_call_to_altitude_tool and update the destination parameter. Replace +525540006523 with the actual external phone number for your human agents or PBX routing queue. 3. Update your System Prompt so the instructions tell the assistant to use the new, correct agent number instead of +525540006523.
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