VICIdial Drop Action: Complete Optimization Guide

Quick Reference

Setting Name

drop_action

Default Value

NONE

Recommended

MESSAGE for compliance, HANGUP for efficiency

Impact Level

High

Location in VICIdial

Admin > Campaigns > [Campaign] > Drop Settings

What Drop Action Does

Defines what happens when an outbound call is answered but no agent is available to take it (an abandoned call). Options include playing a safe harbor message (MESSAGE), routing to an inbound queue (IN_GROUP), or hanging up (HANGUP). Regulatory compliance may require a specific action.

Center Size Recommended Value Notes
10–25 Agents MESSAGE for compliance, HANGUP for efficiency Start conservative, monitor for 48 hours before adjusting
25–100 Agents MESSAGE for compliance, HANGUP for efficiency Scale gradually — larger operations amplify effects of misconfiguration
100–500 Agents MESSAGE for compliance, HANGUP for efficiency Consult ViciStack optimization team for enterprise-scale tuning

How to Change This Setting

  1. 1 Navigate to Admin > Campaigns
  2. 2 Select campaign
  3. 3 Find Drop Action setting
  4. 4 Select MESSAGE to play FTC-required safe harbor message
  5. 5 Configure drop_exten if routing to a dialplan extension
  6. 6 Configure safe_harbor_message if using MESSAGE option
  7. 7 Submit

Common Problems

HANGUP violates FTC safe harbor rules which require playing a message or routing to live agent

MESSAGE requires safe_harbor_message to be configured first

IN_GROUP requires a valid inbound group with agent coverage

abandon_rate_target Abandon Rate Target Campaign drop_exten Drop Extension Campaign drop_lockout_time Drop Lockout Time Campaign safe_harbor_message Safe Harbor Message Campaign

ViciStack Module

How ViciStack Optimizes Drop Action

ViciStack's Dialer Tuning & Auto-Configuration module automatically monitors and optimizes drop_action based on real-time performance data from your operation. Instead of manual tuning, ViciStack continuously analyzes call outcomes, agent performance, and contact rates to recommend and implement optimal values — often catching configuration drift before it affects your numbers.

Learn About Dialer Tuning & Auto-Configuration →

Frequently Asked Questions

What does drop_action do in VICIdial? +
Defines what happens when an outbound call is answered but no agent is available to take it (an abandoned call). Options include playing a safe harbor message (MESSAGE), routing to an inbound queue (IN_GROUP), or hanging up (HANGUP). Regulatory compliance may require a specific action.
What is the recommended value for drop_action? +
The recommended range for drop_action is MESSAGE for compliance, HANGUP for efficiency. The out-of-box default is NONE. Note that optimal values vary by operation size, campaign type, and carrier — use ViciStack's automated tuning to find your exact optimal configuration.
Can ViciStack automatically optimize drop_action for me? +
Yes. ViciStack's Dialer Tuning & Auto-Configuration module monitors drop_action continuously and alerts you when the value drifts outside optimal range. On qualifying plans, ViciStack can automatically adjust this setting based on real-time performance data — no manual intervention required.

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