Dropped calls
HOLDTOHold time option termination
The caller held long enough for the in-group’s hold-time option to end the call.
HOLDTO is what a long hold turns into. The in-group’s hold-time option watches how long a caller has been waiting and, past the threshold, takes the call somewhere else — a message, a voicemail, a callback offer, or a hangup.
When VICIdial sets it
Automatically, once the hold-time threshold is crossed on an in-group where that option is set up.
What to do
- Use it as your long-wait alarm. Every HOLDTO is a customer who held past the point you decided was acceptable.
- Prefer a callback or voicemail destination over a hangup — you keep the contact instead of losing it.
- Tune the threshold against real answer times, not the number that makes the report look best.
- Tell the caller what is about to happen before the option fires. Being moved after a long hold is fine; being moved in silence is not.
Related codes
WAITTO is the wait-time equivalent, QVMAIL is the caller who left a message on the way out, and HXFER covers held calls that get recalled and transferred on.
Related status codes
In the glossary
- In-group
VICIdial's inbound queue — where inbound calls and warm transfers wait for an agent.
- ACD (Automatic Call Distribution)
The logic that decides which waiting call goes to which free agent.
- Drop call seconds (drop SLA)
How long VICIdial holds an answered call waiting for an agent before it counts as a drop.