Dropped calls
MAXCALMax calls drop
The in-group was already at its maximum call count, so the extra call was dropped.
MAXCAL is a queue-capacity drop. The in-group has a ceiling on how many calls it will hold, the ceiling was reached, and this call was let go rather than added to the pile.
When VICIdial sets it
Automatically, at the moment the limit is hit. It is a deliberate protection, not a failure — the limit exists so queues do not grow past anything your floor could ever answer.
What to do
- Compare MAXCAL volume against your staffing. Regular hits mean the limit is doing its job and you are short of agents.
- Raising the limit does not create capacity. It only converts fast rejections into long waits, which usually come back as inbound drops.
- Give overflow somewhere to land — another in-group, a voicemail, or a callback offer.
- Revisit the limit whenever staffing changes. A ceiling set for a floor of twenty agents makes no sense for a floor of five, in either direction.
Related codes
Related status codes
In the glossary
- Drop call seconds (drop SLA)
How long VICIdial holds an answered call waiting for an agent before it counts as a drop.
- 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.