Setting Up Outbound Call Drop in VICIdial
Follow the steps below to configure how dropped outbound calls are handled within a VICIdial campaign.
- Log in to your VICIdial admin dashboard.
- Navigate to Campaigns.
- Select Campaigns Main.
- Click Modify next to the campaign for which you want to set up the call drop route.
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Locate the Drop Call Seconds field.
Drop Call Seconds defines how many seconds elapse from the moment the lead or customer picks up the phone before the call is considered a DROP. eDialer’s default is 5 seconds, but you can increase or decrease this value to suit your campaign.
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Choose an option from the Drop Action field.
The Drop Action determines what happens to a call that has been waiting longer than the defined number of seconds. The default is set to Audio, which plays the default voice prompt “goodbye” before hanging up.
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Review the available Drop Action options and select the one that fits your needs.
Below is a summary of every Drop Action option available:
HANGUP
Immediately ends the call after the configured drop seconds — no message or transfer is played.
MESSAGE
Sends the call to the number defined in the Drop Exten field. Use this option when you want to transfer a dropped call to a third-party number.
VOICEMAIL
Routes the call to the configured voicemail box, where the caller can leave a message.
INGROUP
Transfers the call to an Inbound Group selected in the Drop Transfer Group field — ideal for routing drops to a live queue.
VMAIL NO INST
Sends the call to the defined voicemail box but skips playing instructions after the voicemail greeting.
Example: Routing Call Drops to an Inbound Group
Here is how to configure a campaign so that all call drops are routed to another ingroup:
- Set the desired number of seconds in the Drop Call Seconds field.
- Set Drop Action to INGROUP.
- Under Drop Transfer Group, select the ingroup you want to route the dropped calls to from the dropdown menu.
- Click Save Changes to apply your configuration.
Need help configuring your VICIdial hosted call-center solution? Call our support team at 866-273-4639 or reach our sales team at 1 (800) 233-0234.