Call Loop Detection

A call loop occurs when a call is transferred from a queue or IVR and reconnects to the same queue or IVR within 5 seconds. When a call loop is detected, the call is automatically terminated. For users with the admin role, an alert notification will appear in the portal and a notification email will be received. In most cases, call loops result from a call flow misconfiguration and will require a contact center admin to review the call flow and correct any problems.