ContactNow: Avoid an Infinite Loop or Endless Queuing When Redirecting Calls
Objective
To avoid an infinite call loop or endless queuing when redirecting calls.
Applies To
- ContactNow
- Call Queues
Procedure
Infinite Call Loop
This scenario assumes that there are two inbound queues A and B that both redirect to each other when in office is active and max wait set to a parameter greater than 0.
- Check that time of day policies cover all dates the office is closed, including holidays.
- Avoid redirecting to the original queue if no agents are logged in, as the queue will answer the redirected call and redirect it once again which causes a call every 0.1 seconds for each redirect until the caller hangs up.
Endless queue
This scenario assumes that there is queue A that redirects to queue B or an external number.
- Check that time of day policies cover all dates the office is closed, including holidays.
- Set a reasonable wait time and redirect the call to voicemail if no agent is available.