VICIdial Safe Harbor Message: Complete Optimization Guide

Quick Reference

Setting Name

safe_harbor_message

Default Value

Recommended

Required for FTC compliance when drop_action is MESSAGE

Impact Level

High

Location in VICIdial

Admin > Campaigns > [Campaign] > Drop Settings

What Safe Harbor Message Does

The audio file or text-to-speech message played to contacts when a call is abandoned (no available agent). FTC regulations require abandoned calls to play a pre-recorded identification message including company name and phone number. Must be configured when drop_action is set to MESSAGE.

Center Size Recommended Value Notes
10–25 Agents Required for FTC compliance when drop_action is MESSAGE Start conservative, monitor for 48 hours before adjusting
25–100 Agents Required for FTC compliance when drop_action is MESSAGE Scale gradually — larger operations amplify effects of misconfiguration
100–500 Agents Required for FTC compliance when drop_action is MESSAGE 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 Safe Harbor Message field
  4. 4 Enter path to audio file or configure TTS message
  5. 5 Message must include: company name, phone number, and the statement that call may be disconnected
  6. 6 Upload audio file to VICIdial server
  7. 7 Submit

Common Problems

Not configured when drop_action is MESSAGE causes silence on abandoned calls — compliance violation

Message too long (over 30 seconds) causes abandoned contacts to hang up before message ends

TTS quality poor — pre-recorded professional audio recommended

abandon_rate_target Abandon Rate Target Campaign drop_action Drop Action Campaign drop_exten Drop Extension Campaign drop_lockout_time Drop Lockout Time Campaign

ViciStack Module

How ViciStack Optimizes Safe Harbor Message

ViciStack's Dialer Tuning & Auto-Configuration module automatically monitors and optimizes safe_harbor_message 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 safe_harbor_message do in VICIdial? +
The audio file or text-to-speech message played to contacts when a call is abandoned (no available agent). FTC regulations require abandoned calls to play a pre-recorded identification message including company name and phone number. Must be configured when drop_action is set to MESSAGE.
What is the recommended value for safe_harbor_message? +
The recommended range for safe_harbor_message is Required for FTC compliance when drop_action is MESSAGE. 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 safe_harbor_message for me? +
Yes. ViciStack's Dialer Tuning & Auto-Configuration module monitors safe_harbor_message 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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