safe_harbor_message

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.

Recommended Configuration

| 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

• Navigate to Admin > Campaigns

• Select campaign

• Find Safe Harbor Message field

• Enter path to audio file or configure TTS message

• Message must include: company name, phone number, and the statement that call may be disconnected

• Upload audio file to VICIdial server

• 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

ViciStack Module

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.