HANGUP — Hung Up

What HANGUP Means

The contact answered the call but the call ended before the agent could disposition it — either the contact hung up immediately or the call dropped before completion. Distinct from agent-controlled dispositions.

When This Status Is Set

HANGUP is assigned automatically when a call channel terminates — the contact hangs up — before the agent has a chance to submit a disposition. This typically occurs on very short calls where the contact answers, hears the agent’s greeting (or silence during the predictive dialer handoff delay), and immediately disconnects. The system detects the channel hangup event, checks whether the agent has submitted a disposition, and if not, writes HANGUP to vicidial_list. HANGUP can also occur when the call connection drops due to network issues mid-conversation before the agent reaches the disposition screen. The call duration and term_reason fields in vicidial_log allow you to distinguish between contact-initiated hangups and technical disconnections.

Impact on List Management

HANGUP leads are callable and should be included in your dial_status_filter for recycling, since the contact did answer the call — they are a confirmed live number. However, the short call duration means the contact may have been screening calls, been caught at a bad time, or seen a “Spam Likely” label on their caller ID and hung up reflexively. When configuring lead_recycling for HANGUP, use a moderate delay (1-4 hours) to avoid hitting the contact again immediately after they just rejected the call. Segment HANGUP leads by call duration in your reporting — calls under 3 seconds are almost certainly spam-flag hangups, while calls of 5-15 seconds may indicate the contact heard the pitch opening and chose to disconnect, which has different re-engagement implications. High HANGUP volumes directly reduce your effective contact rate and agent utilization, so identifying and addressing the root cause is a higher priority than simply recycling the leads.

Best Practices

• High HANGUP rates often mean contacts are seeing “Spam Likely” or “Scam Likely” on their caller ID — rotate your outbound DIDs and verify STIR/SHAKEN attestation

• Include HANGUP in lead recycling with an appropriate delay of 1-4 hours to avoid immediate re-contact

• Differentiate between short HANGUP (under 5 seconds, likely spam-flag reactions) and normal HANGUP (5-15 seconds, likely pitch rejection) in reporting to tailor your response strategy

• Track HANGUP rate by outbound DID to identify specific numbers that have been flagged by carrier analytics databases

• If HANGUP rate exceeds 15% of answered calls, prioritize caller ID reputation management before continuing to dial the affected list

Admin Configuration

HANGUP is a system-level status defined in Admin → System Statuses with callable set to Y and selectable set to N — it is auto-assigned by the system, not chosen by agents. Lead recycling parameters for HANGUP are configured in Campaign Detail → Lead Recycling with adjustable delay and attempt limits. To analyze HANGUP patterns, query vicidial_log filtered by status = 'HANGUP' and examine the length_in_sec field to segment by call duration. The campaign’s agent_alert_delay setting in Campaign Detail → Settings affects the handoff delay that can trigger immediate hangups when contacts hear silence after answering.

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.