drop_action

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.

Recommended Configuration

| 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

• Navigate to Admin > Campaigns

• Select campaign

• Find Drop Action setting

• Select MESSAGE to play FTC-required safe harbor message

• Configure drop_exten if routing to a dialplan extension

• Configure safe_harbor_message if using MESSAGE option

• 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

ViciStack Module

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.