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To schedule a callback in VICIdial, an agent dispositions the call as CALLBK, sets the callback time, and chooses whether it is reserved for that agent. Choose USERONLY for an agent-specific callback; choose ANYONE if it should be eligible for campaign dialing after its scheduled time. For an ANYONE callback to dial, the campaign must include CALLBK as an eligible dial status and the lead’s list must remain active.
Exact controls and timing can differ by release and local configuration. The detailed callback workflow below comes from legacy VICIdial project documentation, so verify the labels and behavior on your installation.
Choose the callback scope
VICIdial distinguishes callbacks by who may handle them. The scope affects how the lead becomes available, not just which agent originally spoke with the caller.
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| Callback type | Who can handle it | How it becomes available | Campaign requirements |
|---|---|---|---|
USERONLY |
The specific agent assigned to the callback | Through that agent’s callback controls when available; it does not return to campaign dialing in the same way as an ANYONE callback, according to the legacy process description. | It is agent-specific rather than a callback released to normal campaign dialing. |
ANYONE |
Any eligible agent in the campaign | After its scheduled time, it may become available for normal campaign dialing. | The campaign must include CALLBK among its dial statuses, and the lead list must be active. |
These meanings align with VICIdial’s documented callback API values and feature documentation. See the VICIdial callback feature documentation.
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Schedule a callback from the agent interface
- Disposition the call as
CALLBK. This is the callback status used for scheduled and non-scheduled callbacks in the VICIdial status reference. - Set the callback date and time. The legacy process document describes a popup for scheduling. It also describes a calendar and half-hour time choices, but those details should not be assumed to match your current interface.
- Choose whether to reserve it for yourself. Select the agent-only option for a
USERONLYcallback. Leave it unselected forANYONE, which can return to campaign dialing after its trigger if the campaign and list conditions are met. - Save the callback and confirm its status. Use the installation’s lead or callback view to verify it was recorded with the intended scope and time.
VICIdial’s legacy callback process document describes agent-only callbacks becoming selectable through the agent’s callback controls. The precise button, availability behavior, and any polling interval are installation- and version-dependent; do not assume the historical 30-minute check interval applies to your system.
Enable the relevant agent options
VICIdial source comments identify two agent-level options: scheduled_callbacks, which permits an agent to choose scheduled callbacks, and agentonly_callbacks, which permits choosing agent-only scheduled callbacks. Their current UI labels, defaults, and permission interactions can vary by installation, so check the user settings and local documentation rather than relying on a label from an older build.
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An older Quality Control manual gives the user path VICIdial Administration → Users → (choose user) → Agent-Only Callbacks. That manual describes a QC workflow and mentions Agent Call Manual in that context; its requirement should not be generalized to ordinary callback scheduling without checking the version and workflow in use.
Check campaign and list eligibility for ANYONE callbacks
For an ANYONE callback, the legacy process description says the lead is held until its callback time and then changes to CALLBK. It can be dialed by the campaign only if CALLBK is included in the campaign’s dial statuses and the list remains active. Verify both conditions in the campaign and list configuration on your installation.
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The status reference defines CBHOLD as a scheduled ANYONE callback that has not reached its trigger, or an agent-only callback. That status distinction helps identify whether a callback is still held or is eligible to re-enter campaign dialing; it does not by itself prove the campaign is configured to dial it.
Troubleshoot a callback that does not appear in the campaign dialer
- It is agent-only. A
USERONLYcallback is reserved for its assigned agent, rather than released to the campaign dialer like an ANYONE callback. - The callback time has not arrived. A scheduled ANYONE callback may remain held as
CBHOLDuntil its trigger. CALLBKis not an eligible dial status. Check the campaign’s dial-status selection.- The list is inactive. The callback’s lead must remain on an active list to be available for campaign dialing under the documented behavior.
- The agent lacks the required option or permission. Check scheduled-callback and agent-only settings for the user, along with any installation-specific permissions.
- The installed release behaves differently from the legacy description. Confirm the version and local configuration before relying on historical screen labels, button behavior, or processing intervals.
Set up callbacks through the API
The VICIdial NON-AGENT API documentation describes callback creation and update fields. Callback creation requires campaign_id. The documented callback update fields include:
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callback:Y,N, orREMOVE.callback_datetime: a value inYYYY-MM-DD+HH:MM:SSformat orNOW.callback_type:USERONLYorANYONE.callback_user: the agent assignment for aUSERONLYcallback.callback_comments: optional callback comments.
The API documentation describes CALLBK as the callback status default, while the lead’s list status is set to CBHOLD to hold it. Related lead API functions document modify_leads and user-level restrictions. Check the requirements for the specific API function and your deployed version; one permission setting should not be assumed to authorize every operation.
Verify behavior on your VICIdial release
The project’s detailed callback process document describes a legacy implementation, and repository master content is not a reliable indicator of which version a particular server runs. Before changing agent or campaign settings, confirm your release and check the actual user, campaign, and list controls. In particular, verify the labels, defaults, callback retrieval behavior, scheduling increments, and timing on the installed system.
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