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ContactNow: Avoid an Infinite Loop or Endless Queuing When Redirecting Calls
8x8 Support

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.

  1. Check that time of day policies cover all dates the office is closed, including holidays. 
  2. 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. 

  1. Check that time of day policies cover all dates the office is closed, including holidays. 
  2. Set a reasonable wait time and redirect the call to voicemail if no agent is available. 
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