Dropped calls
WAITTOWait time option termination
The inbound call was ended by the in-group’s wait-time option.
WAITTO records a call that ended through the in-group’s wait-time handling rather than by reaching an agent or by the caller hanging up. The queue decided the wait was not worth making the caller sit through.
When VICIdial sets it
Automatically, when the in-group’s wait-time option is configured and its condition is met. With that option left alone you will not see this code.
What to do
- Check what the option does before you judge the number. Sending someone to voicemail early is a service decision; hanging up on them is a different one.
- Compare WAITTO against your answered calls at the same hour to see how much demand you are turning away.
- Make sure the caller hears why the call is ending. Silence reads as a fault on your side.
- Revisit the option after any change to staffing or opening hours, since what counts as an acceptable wait moves with both.
Related codes
HOLDTO is the hold-time twin of this code, and TIMEOT is the plain drop timer.
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.