VICIfast Support Team
VICIfast Support
The VICIfast support team. We run managed VICIdial full-time and write these guides from the operator's chair.
Posts by VICIfast Support
What the My Callbacks Checkbox Default setting does
The My Callbacks Checkbox Default campaign setting decides whether the My Callback box is pre-ticked when an agent schedules a callback. Here is what each value does and when to change it.
How to set up the AGENT_CALLBACK_EMAIL container
A walkthrough of the AGENT_CALLBACK_EMAIL Settings Container that lets VICIdial email an agent when one of their USERONLY scheduled callbacks comes due.
What the Scheduled Callbacks Days Limit setting does
Scheduled Callbacks Days Limit caps how many days out an agent can pick when scheduling a callback, without hiding the full calendar.
What the Scheduled Callbacks Display Days setting does
Scheduled Callbacks Display Days trims the agent callback list to only the callbacks set to trigger within a set number of calendar days from today.
What the Scheduled Callbacks Count setting does
Scheduled Callbacks Count controls whether the agent callback alert shows only LIVE callbacks or both ACTIVE and LIVE ones.
How to edit a scheduled callback in admin
Managers can change, reassign or remove any scheduled callback from the VICIdial admin interface. Here is the path through admin.php to the lead modification page.
How to view callbacks by user, campaign or list
VICIdial lets you list scheduled callbacks three ways: by user, by campaign, or by list. Each view answers a different question. Here is which to use and how to open them.
What the Scheduled Callbacks Force Dial setting does
Force Dial blocks out the agent screen and makes them dial their triggered callbacks before anything else. Here is exactly how it behaves and its sharp edges.
What the Scheduled Callbacks Local Timezones setting does
Local Timezones lets agents set a callback in the customer's local time instead of server time. Here is what it changes on the agent screen and what it needs to work.
What the Scheduled Callbacks Calltime Block setting does
Scheduled Callbacks Calltime Block stops a callback from being dialed if the current time is outside the campaign's scheduled call times.
When to force agents to dial their callbacks
Force Dial is a blunt tool. Here is a practical guide to when forcing agents onto their triggered callbacks helps, and when it backfires on compliance or morale.
How to cap how many callbacks an agent can hold
Scheduled Callbacks Active Limit caps how many active or live user-only callbacks an agent can hold, blocking the My Callback checkbox once the cap is hit.