Quick Reference
drop_exten
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.
Recommended Configuration
| 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
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Set drop_action to EXTEN first
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Navigate to Admin > Campaigns
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Select campaign
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Enter the Asterisk extension in drop_exten field
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Ensure extension exists in extensions.conf
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Reload dialplan
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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
ViciStack Module
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.
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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