How user-only callbacks get dialed

A USERONLY callback is the reserved kind. Unlike a shared callback that any rep can grab, a USERONLY callback belongs to the one agent who set it. That changes how it gets dialed: there is no automatic return to the shared pool, and the agent stays in control of the timing.

It stays with the agent

When an Agent sets a USERONLY callback, the Lead is tied to their user ID. It does not go back into the campaign's Hopper when its time arrives, and no other rep will see it in their dialing queue. This is the right choice when the customer expects the same voice they spoke to before.

The agent dials it from their callbacks list

Each agent has a personal Scheduled Callbacks view on their VICIdial screen. A USERONLY callback that is LIVE or ACTIVE shows up there, and the agent can call it when it is convenient for them between predictive calls. So the flow is manual on purpose: the system holds the record and the agent decides the exact moment to dial.

The two states matter. A LIVE callback is one whose scheduled time has arrived, while ACTIVE generally means it is in play for that agent. Either way, only that agent can reach it, and it keeps its callback Status (lead status) until they act on it.

flowchart TD
  A[Agent sets a USERONLY callback] --> B[Record tied to that agent user ID]
  B --> C[Scheduled time arrives]
  C --> D[Shows in the agents callbacks list]
  D --> E{Agent free}
  E -->|Yes| F[Agent dials the customer]
  E -->|Not yet| D

What if the agent is unavailable

Because a USERONLY callback waits for one specific person, it can stall if that agent is out. Nothing dials it automatically. This is the main downside of the reserved type, and it is why supervisors keep an eye on these records. A few common fixes:

• Reassign the callback to another agent who can cover the customer.
• Convert it to an ANYONE callback so it returns to the shared pool.
• Clear it with a fresh Disposition if the appointment is no longer valid.

A manager with lead-modify permission can do all of these from the lead modification screen, changing the assigned user or flipping the type as needed. That is the safety valve for the reserved type: it never gets stuck forever as long as someone is watching the queue.

This manual rhythm is the whole appeal of USERONLY callbacks. The agent is not interrupted by an automatic dial at an awkward moment. They glance at their callbacks list, see which records are due, and place the call when they are genuinely ready to give the customer their full attention. For consultative selling, that control is worth more than raw speed.

Keeping the list clean

Administrators can view callbacks by user, Campaign, or list, which makes it easy to spot a pile of USERONLY callbacks parked under one agent. Old ones can be purged in bulk so each agent's callbacks view stays focused on what is actually due.

For the full overview, read our scheduled callbacks guide. To understand those two states better, see live vs active callbacks.

Run reserved callbacks reliably

USERONLY callbacks depend on a dialer that keeps each agent's session and callback list intact. VICIfast gives you a managed VICIdial box that is live in under 40 seconds, so your reps never lose a reserved follow-up. See our pricing to get started.