Dropped calls
IVRXFROutbound drop to call menu
A dropped outbound call that was sent to a call menu instead of being hung up on.
IVRXFR is a drop with somewhere to go. The dialer had no agent for the customer, and the campaign’s drop action pointed at a call menu, so that is where the call went.
When VICIdial sets it
Automatically, when a call would otherwise have dropped and the drop action is set to a call menu.
What to do
- Count it as a drop. Routing the call somewhere does not change the fact that nobody was there to take it, and drop reporting on this platform includes it.
- Make the menu worth reaching: a short apology and a callback option beats a maze of keypress choices for someone who did not ask to be called.
- Measure what people actually do in the menu. If nobody presses anything, simplify it.
- Check the menu is reachable at the hours you dial. A drop routed into a menu whose destinations are closed is a drop with extra steps.
Related codes
DROP is the same event with a different destination, and AMDXFR is the machine-detection equivalent of a transfer to a menu.
Related status codes
In the glossary
- IVR (Interactive Voice Response)
The automated menu that greets inbound callers and routes them without an agent.
- Drop call seconds (drop SLA)
How long VICIdial holds an answered call waiting for an agent before it counts as a drop.
- Abandonment rate
The percentage of answered outbound calls that ended without the caller reaching a live agent — closely tied to, and often used alongside, drop rate.