How to disposition a call as CALLBK

When a customer says "call me back tomorrow afternoon," your agent needs a clean way to capture that without scribbling it on a sticky note. In VICIdial that way is the CALLBK disposition. Picking CALLBK at the end of a call is what actually creates a Scheduled callback, so the lead comes back at the time the customer asked for. This post walks through exactly what the agent does on screen.

What CALLBK does

CALLBK is a Disposition code, just like SALE or NI (not interested). Every call an agent finishes has to get a Disposition before they can move to the next one. Choosing CALLBK does two things at once: it records the outcome of this call, and it flags the Lead to be re-activated at a future date and time. That re-activation is the whole point. Without it, the lead would just sit in the list with a CALLBK Status (lead status) and never ring again.

The step-by-step on the agent screen

Here is the flow an Agent follows once they are ready to end the call:

1. Hang up the customer or click the disposition button to reach the dispo screen.
2. Select CALLBK from the list of disposition codes.
3. A scheduled callback panel opens with a calendar and a time field.
4. Pick the date and time the customer asked for.
5. Decide whether anyone can take the callback or only this agent, then submit.

That My Callback checkbox in the panel is the anyone-versus-only-me decision. Leave it unchecked and the lead goes back into the shared Hopper for the Campaign once its time arrives. Check it and the lead is reserved for this agent alone, which only works if their user options allow it.

The CALLBK disposition flow

flowchart TD
  A[Call ends] --> B[Agent opens dispo screen]
  B --> C[Select CALLBK]
  C --> D[Callback panel opens]
  D --> E[Pick date and time]
  E --> F{My Callback checked}
  F -->|No| G[Anyone callback to hopper]
  F -->|Yes| H[User only callback reserved]

What has to be on for CALLBK to appear

CALLBK will not even show up unless two switches are flipped. First, the campaign must have scheduled callbacks turned on. Second, the Agent needs their own VICIdial user option for callbacks enabled. If the customer wants a user-only callback, the agent also needs the agent-only callbacks option. Miss either one and the agent picks a date that quietly goes nowhere. We cover the campaign side in turning on scheduled callbacks for a campaign.

For the full picture of how the two callback types behave once they are set, read our scheduled callbacks explainer. It connects CALLBK to the calendar, the hopper, and the alerts agents see.

Common mistakes to avoid

A few small things catch new agents and managers out. Watch for these:

• Forgetting to set a date. CALLBK without a future time leaves the lead parked in a CALLBK status that never re-activates.
• Checking My Callback when the agent should not. If their account has no agent-only callbacks option, the reservation may not behave as expected.
• Picking a time outside the campaign call times. Depending on your campaign settings, an anyone callback may sit until it lands inside an allowed calling window.

It also helps agents to know what happens next. An ANYONE callback rejoins the shared Hopper at its trigger time and is dialed like any other queued lead, while a USERONLY callback shows up in that agent's own callbacks list for them to dial when convenient. Either way, the original CALLBK Disposition stays on the call record, so your reporting still shows that the contact ended in a booked callback rather than a dead end.

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