VICIdial Drop Extension: Complete Optimization Guide

Quick Reference

Setting Name

drop_exten

Default Value

Recommended

Valid Asterisk extension for custom drop routing

Impact Level

Medium

Location in VICIdial

Admin > Campaigns > [Campaign] > Drop Settings

What Drop Extension Does

The Asterisk dialplan extension to execute when a call is abandoned (no agent available). Only used when drop_action is set to EXTEN. Allows custom drop routing including recording the contact, playing custom messages, or routing to IVR.

Center Size Recommended Value Notes
10–25 Agents Valid Asterisk extension for custom drop routing Start conservative, monitor for 48 hours before adjusting
25–100 Agents Valid Asterisk extension for custom drop routing Scale gradually — larger operations amplify effects of misconfiguration
100–500 Agents Valid Asterisk extension for custom drop routing Consult ViciStack optimization team for enterprise-scale tuning

How to Change This Setting

  1. 1 Set drop_action to EXTEN first
  2. 2 Navigate to Admin > Campaigns
  3. 3 Select campaign
  4. 4 Enter the Asterisk extension in drop_exten field
  5. 5 Ensure extension exists in extensions.conf
  6. 6 Reload dialplan
  7. 7 Submit

Common Problems

Extension doesn't exist causes calls to fail with error

Must set drop_action to EXTEN for this field to have any effect

Complex dialplan logic in drop extension can cause call quality issues

abandon_rate_target Abandon Rate Target Campaign drop_action Drop Action Campaign drop_lockout_time Drop Lockout Time Campaign safe_harbor_message Safe Harbor Message Campaign

ViciStack Module

How ViciStack Optimizes Drop Extension

ViciStack's Dialer Tuning & Auto-Configuration module automatically monitors and optimizes drop_exten 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_exten do in VICIdial? +
The Asterisk dialplan extension to execute when a call is abandoned (no agent available). Only used when drop_action is set to EXTEN. Allows custom drop routing including recording the contact, playing custom messages, or routing to IVR.
What is the recommended value for drop_exten? +
The recommended range for drop_exten is Valid Asterisk extension for custom drop routing. The out-of-box default is . 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_exten for me? +
Yes. ViciStack's Dialer Tuning & Auto-Configuration module monitors drop_exten 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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