VICIdial DROP: Dropped / Abandoned Call — What It Means & How to Use It
Quick Reference
Status Code
DROP Full Name
Dropped / Abandoned Call
Category
System
Agent Selectable
No (System)Callable
Yes — Include in dial_status_filterWhat DROP Means
An outbound call was answered by a live person but no agent was available to take the call — it was abandoned. The contact heard either silence, a safe harbor message, or was routed to a drop extension. FTC regulations require dropped call handling.
When This Status Is Used
Automatically assigned when an answered call cannot be connected to an agent. Triggers the drop_action (MESSAGE, IN_GROUP, or EXTEN). Drop rate must be maintained below 3% over rolling 30 days.
Impact on List Management
Include in dial_status_filter — DROP leads are callable but with constraints — drop_lockout_time must expire before redialing. High DROP counts indicate dial level too aggressive relative to agent capacity. Address the root cause before recycling.
Best Practices
- Track DROP rate daily — FTC limit is 3% over 30 days
- Adjust auto_dial_level or enable adaptive_dl_level to reduce drops
- Implement drop_lockout_time to prevent immediate redial of dropped contacts
- Include DROP in dial_status_filter only after lockout period expires
Related Statuses
ViciStack Automatically Optimizes How DROP Affects Your Dial Strategy
ViciStack's List Management module monitors disposition distribution in real time — automatically adjusting recycling logic, dial_status_filter priorities, and hopper fill strategies based on how your dispositions are trending. No manual SQL, no spreadsheet audits.
See List Management Module →Frequently Asked Questions
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