DROPAgent not available (outbound drop)

DROP is the one every compliance team watches. A real person answered a call your dialer placed, waited, and no agent ever came on the line — so VICIdial handed the call to the campaign’s drop action instead.

When VICIdial sets it

Automatically. The campaign’s drop-call-seconds setting decides how long the customer waits before the drop action fires, and the drop action decides what they hear: a hangup, an audio file, a voicemail box, a call menu, or an in-group.

What to do

• Lower the dial level first. Drops are almost always a dialer that is calling faster than the floor can answer.
• Check drop-call-seconds and the drop action together. A short timer with a hangup makes your drop rate look tidy and your customers feel hung up on.
• Watch the rate per campaign per day, not per month. Monthly averages hide bad afternoons.

Related codes

Three drop codes get mixed up constantly. DROP is an outbound call where the customer waited for an agent who never arrived. PDROP is a call that was answered and hung up in the same instant, before routing. XDROP is the same wait-then-drop story on an inbound call. IVRXFR and SRDROP are drops that were routed somewhere rather than ended.