Customer 3-Way Hangup Action: auto-sending the agent to disposition on customer drop

On a busy floor, the worst thing an agent can do is sit on a dead bridge. The customer has already hung up, the closer has moved on, and the agent is staring at a live screen doing nothing. The Customer 3-Way Hangup Action setting fixes that by automatically clearing the agent and opening their disposition screen the instant the customer leaves a 3-way call.

What the action does

A Three-way call bridges the Agent, the customer, and a third party, usually a Closer who is taking the sale. When the customer hangs up during that bridge and this option is set to DISPO, the agent screen hangs up on the call and jumps straight to the DISPO screen. The default is NONE, which means nothing automatic happens and the agent must clear the call by hand.

This feature only works when Customer 3-Way Hangup Logging is enabled. The logging switch is what tells VICIdial to watch for the customer drop in the first place, and the action rides on top of that detection.

The drop-to-disposition flow

flowchart TD
  A[Agent fronts the call] --> B[Agent dials closer for 3-way]
  B --> C[Three parties on the bridge]
  C --> D[Customer hangs up]
  D --> E{Hangup logging enabled}
  E -->|No| F[Agent stuck on dead call]
  E -->|Yes| G[Wait hangup seconds]
  G --> H{Action set to DISPO}
  H -->|Yes| I[Agent auto hung up]
  I --> J[Disposition screen opens]
  H -->|NONE| K[Agent clears call manually]

Why set it to DISPO

The payoff is cleaner stats and faster turnover. When the screen pushes the agent to Disposition, you get an accurate outcome logged against the lead instead of a vague leftover, and the agent rolls into Wrap-up and back to the next call without a manual cleanup step.

There is a timing element worth knowing. The action does not fire the literal millisecond the customer drops. It waits out the Customer 3-Way Hangup Seconds value, which defaults to 5 seconds, so a brief reconnect does not yank the agent off the bridge prematurely.

When NONE is the right call

Leave the action on NONE if your fronter is expected to keep talking to the closer after the customer leaves, for example to confirm details or hand off notes. In a tight Fronter and closer model where the fronter coordinates with the Ingroup receiving the transfer, you may not want the screen ripping the agent away the second the customer drops.

Setting it up

Getting this working is a two-step job, and missing the first step is the usual reason it appears to do nothing:

1. Enable Customer 3-Way Hangup Logging. Without it, VICIdial never watches for the customer leaving, so the action has no trigger.
2. Set Customer 3-Way Hangup Action to DISPO. NONE is the default and leaves the agent to clear the call themselves.
3. Check the Customer 3-Way Hangup Seconds value, since that delay decides how long after the drop the disposition screen appears.

Once it is live, test it on a real bridge before rolling it to the whole floor. Front a call, dial a Closer, then have the test customer hang up. After the seconds elapse you should see the agent dropped and the disposition screen waiting. If the agent lingers on a dead call, the logging switch is almost always the culprit. Treat the whole thing the way you would a Recording delay tweak: change one value, observe, then change the next.

One caution worth repeating. Because this action force-ends the call and sends the agent away, do not pair it with workflows where the fronter is supposed to keep handling something after the customer drops. The setting is decisive by design, which is exactly what you want on a high-volume sales floor and exactly what you do not want on a support desk that expects manual control.

Related settings

This action is one piece of the handoff. The complete picture lives in the VICIdial transfers and closers guide, and the mechanics of building the bridge are covered in running a 3-way call with the customer.

Want these defaults configured for you on a managed dialer? See our pricing and let us tune the handoff for your floor.