Question
What is a call loop and how can I avoid them?
Applies To
Admin
Console
Auto
Attendants
Call
Loops
Answer
A call loop occurs when call forwarding rules are set up in
a way that allows a single call to go back to a destination infinitely, without
allowing the call to reach a voicemail box.
Call loops are bad because they can cause problems for the
PBX, and cause missed calls, which is the opposite of the intent when creating
forwarding rules. When you create a call loop and calls start coming in,
this create logs in the server. Since the loop is infinite, so are the
logs. The means it is possible to crash your PBX if a call gets forwarded too
many times. Also, when a loop is in place, additional calls that hit the loop
often receive a fast busy signal when dialed, preventing you
from answering that call.
Call Loop Examples
Example 1: Auto Attendant Forwarding to Ring Group
The most common example we see is having the Ring Group
forward to the Auto Attendant, only to have the Auto Attendant forward back to
the Ring Group. That looks like this:
A caller dials a Virtual Number, which gets
forwarded to an Auto Attendant, which forwards calls to
the Ring Group. The Ring Group has a no answer or busy
forwarding rule, which forwards the call to the Auto Attendant.
The call will then be sent from the Ring Group to the Auto
Attendant in an endless cycle.
Example 2: Extension Forwarding to a Ring Group
A caller dials a Virtual Number, which gets
forwarded to an Extension, which has a forwarding rule to send
the call to a Ring Group if the line is busy or if there is no answer.
The Ring Group has a no answer or busy forwarding rule to send
the call to the Extension.
The call is then stuck in a loop between the Extension and
the Ring Group.
Example 3: Using Forwarding Settings on Physical Phones
A caller dials a Virtual Number, which is
forwarded to Extension x1001 that has a no answer forwarding
rule, which sends calls to the original Virtual Number.
As these calls are stored locally to the phone, 8x8 cannot
detect them in the system.
Additional Information
Use Call Queues to facilitate call volume.