SVYHU — Survey Hangup

What SVYHU Means

The contact hung up during or immediately after entering the survey IVR. The survey was not completed. Contact was reachable but did not complete the survey interaction.

When This Status Is Set

SVYHU is assigned automatically when a contact is transferred to the survey IVR but disconnects before completing the survey — either by hanging up immediately upon hearing the survey introduction, during one of the survey questions, or during any hold/transfer silence between the agent call and the survey start. The hangup event is detected by Asterisk when the channel terminates within the survey dialplan context, and SVYHU is written to vicidial_list. SVYHU fires regardless of how far into the survey the contact progressed before disconnecting, so partial survey data (responses collected before the hangup) may or may not be captured depending on how the dialplan is configured to handle mid-survey disconnections.

Impact on List Management

SVYHU leads are recyclable since the contact was confirmed reachable — they answered the original call and spoke with an agent before being transferred to the survey. Include SVYHU in your dial_status_filter for follow-up campaigns, but consider whether to reattempt the survey or switch to a different approach. Contacts who hung up during a survey may respond better to a live agent conducting the survey questions verbally rather than an IVR-based approach. Track the point of disconnection (if your dialplan captures it) to identify which survey question or step is causing the most dropoff, and redesign that portion to reduce SVYHU rates. High SVYHU rates inflate your cost per completed survey because you consumed agent time and trunk time on the original call without achieving the survey objective.

Best Practices

• Include SVYHU in dial_status_filter for recycling — these contacts are confirmed reachable

• High SVYHU rate (over 30% of survey transfers) indicates survey experience issues — shorten the survey, improve IVR audio quality, or reduce the number of questions

• SVYHU contacts may respond better to live agent re-contact where the agent reads the survey questions directly rather than transferring to an automated IVR

• Analyze SVYHU by time of day — contacts transferred to surveys at the end of long calls may be fatigued and more likely to hang up

• If partial survey data was captured before the hangup, store it in the lead’s custom fields rather than discarding it — partial data is still valuable for analysis

Admin Configuration

SVYHU is a system-level status defined in Admin → System Statuses with callable set to Y. The survey IVR configuration that influences SVYHU rates is managed in the Asterisk dialplan’s survey context and through Campaign Detail → Survey Settings. To reduce SVYHU rates, review the survey introduction audio, the transfer handoff timing (gaps of silence between the agent hangup and the survey start cause disconnections), and the total survey length. Lead recycling for SVYHU is configured in Campaign Detail → Lead Recycling with adjustable delay and attempt limits. SVYHU volumes are reportable through standard status reports and through custom queries against vicidial_log.

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.