Set your fallback to a line that does not forward to your agent — usually a staff cell phone — so transferred calls reach a person instead of looping.
Give us a number that doesn't forward.
When your agent transfers a caller to a person, or hands a call back during busy periods, it dials the number you set as your fallback. If that's the same line you've forwarded to the agent, the call comes right back to the agent — and loops.
The fix is simple: set your fallback to a line that isn't forwarded. A staff cell phone works best. A back-office extension that bypasses the main line works too.
You can change your fallback number at any time in your organization settings.
If you're not sure which of your numbers forwards where, tell us and we'll map it with you before you go live. This is the one setup detail worth ten minutes of getting right, and it's the most common thing we help churches untangle.