Famulor Loop

Famulor Loop gives every enabled workspace member a personal extension, availability status, registered devices, and personal call recents.

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Availability

Loop becomes available when it is included in the workspace plan, enabled in workspace settings, enabled for your membership, and connected to an active number purchased through Famulor.

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Personal phone workspace

Use Loop to:

• set your status to available, busy, do not disturb, or offline;
• call from the web or mobile softphone;
• register and revoke your own devices;
• find available colleagues by name or extension;
• see your personal calls under Loop Recents.

Loop Recents are separate from the omnichannel assistant History. Your role continues to determine whether you can view assistant history. Managed clients appear in Devices as Loop Web Phone, Loop iOS App, or Loop Android App. You can rename or revoke your own devices. Names you assign to external SIP phones remain unchanged. To register a desk phone or another third-party SIP client, add it under Devices — a workspace owner or admin creates the device and picks the Loop member it belongs to. Famulor then shows the registration details: SIP URI, server, username, password, and port/transport. The password appears only at that moment, so copy it into the phone or client straight away; the other fields stay readable on the device afterwards. New password issues a fresh one and invalidates the old immediately, so update every client that was still using it.

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Popout window

Loop can also be popped out of the dashboard into its own browser tab or window — no extension needed. Select the expand icon in the softphone dock to open it; the main Loop page then shows a Show Loop tab prompt that brings the popout back into view.

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Chrome extension

Famulor Loop is also available as a Chrome side panel — a compact dialer that stays open next to whatever tab you’re working in, so you don’t need the full dashboard open to take a call. From the side panel you can dial and receive calls; mute, use the keypad, and end an active call; and keep an accepted call running even if you close the panel. Notifications cover incoming, missed, and failed calls — accept or decline an incoming call from the panel, or straight from the notification where your browser and operating system offer those buttons. The panel also shows your call history and the assistant conversations you’re authorized to see, without opening the full dashboard. Chrome asks for microphone access the first time you call from it.

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Record an active call

The web softphone, Chrome extension and mobile call screen include a recording icon for supported active Loop calls. Choose Start recording to record and Stop recording to stop capturing audio. The recording indicator changes after the action is confirmed. You can start recording again during the same call. This is especially useful when parts of a conversation should not be recorded — for example, when discussing sensitive information. You must be an enabled Loop member participating in the call with permission to control it. An ended or unsupported call cannot be recorded through this control. Calls connected from an assistant may use a separate recording lifecycle. If workspace automatic recording is enabled, the call may already be recording when you answer; use the confirmed indicator to check. Loop recording charges use the actual recorded sections, excluding paused time. A new recording after a stop can be billed as a separate recording, with its own started-minute rounding. The final charge appears after processing. These controls do not change an assistant’s recording setting or the workspace’s automatic recording default. See recording charges for the differences between assistant, Loop and voicemail recordings. User-owned credentials can read the state with GET /api/v1/loop/recording and request an action with POST /api/v1/loop/recording, using the public Loop call ID. Reads require loop:read; actions require loop:write and permission to control the call. Use a unique idempotency key for each action and reuse it only when retrying that same action. MCP provides get_loop_recording and set_loop_recording; a recording action requires an explicit user request.

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Team usage

When Loop is available, the Usage page adds Loop-only statistics for the selected period: calls, minutes, customer credits, answer rate, inbound and outbound trends, and a breakdown by team member. This section is hidden when Loop is unavailable.

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Personal working hours

Set a weekly schedule and timezone in Softphone → Settings when assistant transfers should reach you. Your manual Busy, Do not disturb, or Offline status, active calls, and registered clients still take priority. If I’m unavailable is disabled by default. You may opt into a validated cold-transfer destination, an active assistant, or an existing visible routing rule. This applies only to direct assistant transfers to you or your extension; it does not silently change phone-number routes, ring groups, or queues. A successful assistant handoff is terminal. User-owned API credentials can read or replace the schedule, fallback, and Recall appointment calendar with GET /loop/availability and PATCH /loop/availability. A null timezone inherits the workspace timezone. Omitting fallback or recall_appointment_calendar_id preserves the current value.

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Dialing country

In Softphone Settings, choose the personal default country used for numbers entered without an international country code. For example, a German mobile number beginning with 0170 is converted to +49 format before the call starts. A number that already begins with +44 keeps that country code, and internal Loop extensions are never expanded. User-owned integrations can read or update this preference with GET /loop/preferences and PATCH /loop/preferences.

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Recall

Recall keeps follow-up requests assigned to you when a transfer was missed or a caller asked to be called back. From the softphone, you can call the person yourself, ask a selected assistant to connect the person to you, ask the assistant to arrange an appointment, or mark the item as resolved. Choose the calendar used for Recall appointments under Softphone → Settings. Connect calendars on the Booking page first, then select one here. After you start an assistant, the softphone shows that the assistant is calling instead of the Recall details. GET /loop/recalls returns only Recall items assigned to the authenticated member, including for owners and admins. Use POST /loop/recalls/{id}/actions for the available actions. A successful assistant start becomes the remembered choice for that member. The application can show scheduled assistant callbacks and personal Recall requests in the same callback workspace. Their public resources remain separate: existing scheduled callback integrations continue to use /scheduled-callbacks, while personal Recall integrations use /loop/recalls.

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Workspace call routing

Workspace owners and admins can manage the same Loop configuration from the app, REST API, or MCP:

• workspace availability, default phone number, dialing country, recording, and default routing rule;
• ring groups with simultaneous, sequential, or round-robin ringing, per-member delay, ring timeout, and optional presence filtering;
• call queues with atomic round-robin, sequential or longest-idle routing, wait time, wrap-up time, member order, per-member capacity, and an overflow rule;
• ordered routing rules for members, extensions, groups, queues, assistants, another rule, or an external number;
• inbound destinations for active phone numbers purchased through Famulor.

Use PATCH /loop for workspace settings and the /loop/ring-groups, /loop/queues, /loop/routing-rules, and /loop/number-routes resources for call routing. Read operations require loop:read; changes require loop:write. User-owned credentials must belong to a workspace owner or admin. Ring-group and queue writes accept ordered member assignments, including a delay for ring-group members and concurrent-call capacity for queue members. The older flat member list remains accepted for compatible integrations. Routing rules share one optional weekly schedule. Each step runs always, during those hours, or outside those hours, and continues only for selected pre-answer outcomes: unavailable, busy, timeout, or error. An answered person or assistant always stops the rule. Updates are atomic and cyclic references are rejected.

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API and MCP

The REST API exposes Loop access and settings, the directory, personal presence, working hours and dialing preferences, registered-device metadata, device revocation, personal call recents and Recall items, and workspace call routing. Use the loop:read and loop:write permissions. Personal preferences, working hours and Recall require a user-owned credential associated with a workspace member. Equivalent MCP tools are available in the Telephony toolset. Devices use list_loop_devices, rename_loop_device, and revoke_loop_device; personal schedules use get_loop_availability and update_loop_availability; dialing preferences use get_loop_dialing_preferences and update_loop_dialing_preferences; Recall uses list_loop_recalls and act_on_loop_recall. Public responses never include registration secrets, raw failure diagnostics, or internal cost data. Usage is shown in minutes and credits.

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Context before accepting an AI transfer

When an AI assistant transfers a customer to your Loop user or personal extension, the incoming call screen in the web softphone, mobile app, and Chrome extension shows Transfer context when available: why the customer is being transferred and what they need. Read it before choosing Answer or Decline. Declining uses the existing unanswered-transfer handling configured for that assistant. A warm transfer still includes its spoken briefing after you answer. Ordinary calls, external phone and SIP transfers, ring groups, queues, and transfers started by a colleague keep their existing behavior. If no context is available, you can still answer or decline normally. The mobile preview appears inside the app; the operating system’s incoming-call screen may show only the caller. Open the app to read the context. Caller context is not added to browser notifications. Your personal Loop call history API and the List Loop calls MCP tool also return the available transfer context for calls offered to you.

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Listen to Loop recordings

Open History → Loop calls in the web app, Chrome extension or mobile app. Choose a conversation to see its available recordings, then press Play. You can return to older calls using the history pages. Personal history shows calls you own or participated in. In the mobile app, workspace owners and administrators can also review workspace calls under History → Loop. If an AI assistant transferred the call to Loop, an available linked assistant recording appears in the same detail view. The assistant manages this recording, so Loop does not start a second automatic recording. Older transfers may not have a linked assistant recording; open the original assistant conversation in History. Direct inbound and outbound Loop calls keep their recorded sections together in the call detail. Processing can take a short time after stopping a recording. Calls without a recording show an empty state. Human conversations are not automatically transcribed, and the assistant transcript does not automatically include speech after the handoff. Playback links expire after one hour. Reopen or refresh the call to obtain a new link. The REST API provides the same detail through Get a Loop call, and MCP through get_loop_call.

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Contacts in Loop calls

Loop calls show the matching Audience contact the same way assistant conversations do. If the caller’s or dialed number belongs to a contact, the list shows the contact’s name and the call detail shows a Contact Details card with the contact’s name, email, and phone number. Use Add to contact in the call detail to link the call to an existing contact, New contact to create one from the phone number, or Edit contact to update a linked contact. A linked contact is kept for the call even if its phone number changes later. Only the call owner or a participant can link a contact. The REST API returns the contact with every personal Loop call and links one through Link a Loop call to a contact; MCP uses set_loop_call_contact.

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Personal and workspace history

In the mobile app, Loop → Directory → Recents always shows your own calls, including when you manage the workspace. Incoming calls show the caller; outgoing calls show the recipient. History → Loop shows workspace conversations to owners and admins, with names and avatars when available. Other members continue to see their personal calls. Opening a conversation or playing a recording checks the same access permissions. The REST endpoints List Loop calls and Get a Loop call, and the MCP tools list_loop_calls and get_loop_call, accept scope=personal (default) or scope=workspace. Workspace scope requires owner/admin access and a user-owned credential with loop:read. Contact linking remains restricted to your own calls. Inactive browser installations are hidden by default in Settings → Loop → Devices after two minutes without activity. Use Show inactive browsers to manage older entries. Reopening an enabled browser or Chrome extension reuses its saved installation and makes it visible again; credentials and call history are retained. Separate browser profiles and cleared browser storage can create separate installations. The devices API and list_loop_devices MCP tool include the activity state independently of whether calling is enabled. Confirmed browser installations are removed automatically after 14 days without activity. When returning after removal, select Enable calling on this browser once. This cleanup does not remove enabled Chrome-extension installations or SIP phones. Unclassified older browser records are retained until the client type is confirmed. Removing an installation does not remove call history.