callbacks
47 posts.
What the Advanced Lead Management Tools Page Adds
The Advanced Lead Management Tools page keeps the same move, delete, and status actions but adds deep query options plus a bulk Switch Callbacks tool.
Read postWhy an agent can't see their own callbacks
If a VICIdial agent set a callback but it never shows on their list, one of four campaign settings is almost always the reason.
Read postWhat the Anyone Callbacks DNC Filter setting does
Anyone Callbacks DNC Filter checks ANYONE callback phone numbers against the campaign's enabled DNC options before they enter the hopper to be dialed.
Read postWhat 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.
Read postWhat the Show Previous Callback panel does
The Show Previous Callback option puts a yellow panel on the agent screen with details of the callback already set on the current lead. Here is what it shows and why it helps.
Read postHow 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.
Read postHow to purge old scheduled callbacks
Old scheduled callbacks pile up over time. VICIdial gives admins purge links and a dead-callback script to clear them out. Here is how to clean up safely.
Read postHow to auto reschedule anyone callbacks that miss
A step-by-step on configuring VICIdial so USERONLY callbacks that miss their time convert to ANYONE callbacks and get dialed automatically.
Read postWhat 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.
Read postHow to set up a callback timezone list
A step-by-step guide to building a TIMEZONE_LIST settings container so agents can schedule callbacks in the customer's local time, including the exact line format.
Read postWhat 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.
Read postHow 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.
Read postWhat the Useronly Move Minutes setting does
Scheduled Callbacks Useronly Move Minutes converts overdue USERONLY callbacks into ANYONE callbacks after a set number of minutes. Here is exactly how it behaves.
Read postHow 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.
Read postWhat 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.
Read postHow to change a user-only callback to anyone
Converting a USERONLY callback to ANYONE lets any agent call it back instead of just one person. Here is how to flip the type from the VICIdial admin.
Read postHow to reassign a user-only callback to another agent
When an agent leaves or a callback needs a different owner, a manager can change the user ID on a USERONLY callback from the VICIdial admin. Here is the exact path.
Read postWhat 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.
Read postWhat 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.
Read postWhat the Scheduled Callbacks Hours Block setting does
Scheduled Callbacks Hours Block hides a USERONLY callback from the agent's list for a set number of hours after it was created.
Read postWhat the Next-Dial My Callbacks setting does
Next-Dial My Callbacks makes the Dial Next Number button jump straight to a triggered callback. Here is exactly when it works and the two settings it needs.
Read postWhat 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.
Read postHow 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.
Read postWhy your scheduled callbacks aren't firing
Callbacks that never come due usually trace to one of five causes: a missing agent user option, callbacks off at the campaign, a future trigger time, anyone-callbacks not in the hopper, or a calltime block.
Read postWhat the Scheduled Callbacks Auto Reschedule setting does
Auto reschedule in VICIdial converts USERONLY callbacks that have sat past their trigger time into ANYONE callbacks so they get dialed instead of going stale.
Read postWhen 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.
Read postWhy anyone callbacks never reach the hopper
An ANYONE callback should drop into the hopper when its time comes. When it does not, the cause is usually the callback time, calltime block, list status, campaign loading, or a DNC filter. Here is how to track it down.
Read postHow anyone callbacks go back into the hopper
When an ANYONE callback reaches its scheduled time, VICIdial returns the lead to the hopper and marks it CALLBK so it gets dialed fast.
Read postAnyone vs user-only callbacks in VICIdial
ANYONE callbacks rejoin the campaign pool for any agent; USERONLY callbacks stay locked to the rep who set them. Here is when to use each.
Read postHow user-only callbacks get dialed
USERONLY callbacks never rejoin the shared pool; the agent who set them dials them from their personal callbacks list when convenient.
Read postHow to set the date and time on a callback
How a VICIdial agent picks the future date and time for a callback, and what the calendar limits mean.
Read postWhat the My Callback checkbox does
The My Callback checkbox decides whether a VICIdial callback is reserved for you or handed back to the whole team.
Read postHow to enable scheduled callbacks per agent
Turn on the VICIdial user option that lets each agent save a CALLBK callback after the campaign option is already enabled.
Read postWhat a scheduled callback is in VICIdial
A scheduled callback is a lead an agent flags to be contacted again at a set future date and time, in one of two flavors.
Read postWhat the Scheduled Callbacks Alert setting does
The Scheduled Callbacks Alert setting turns the agent callback status line red or blinking when AGENTONLY callbacks hit their trigger time.
Read postThe agent scheduled callbacks calendar explained
How the 12-month VICIdial callback calendar works on the agent screen, and what limits the days an agent can pick.
Read postHow to turn on scheduled callbacks for a campaign
Flip the campaign Scheduled Callbacks option so agents can disposition leads as CALLBK and book them for a later date and time.
Read postHow to email an agent when their callback triggers
Use Send Callbacks Email plus the AGENT_CALLBACK_EMAIL container to email an agent when a USERONLY callback hits its trigger time.
Read postHow to disposition a call as CALLBK
Walk through how a VICIdial agent ends a call as CALLBK and picks the exact date and time to reach the lead again.
Read postHow to make the callback status line blink red
Step-by-step guide to setting the Scheduled Callbacks Alert option so the agent callback line blinks red when a callback comes due.
Read postHow to give agents user-only callbacks
Enable the VICIdial Agent only callbacks user option so an agent can reserve a CALLBK lead for themselves instead of the shared hopper.
Read postHow to set a callback from the agent screen
A step-by-step walkthrough of how a VICIdial agent schedules a callback right from the live call screen.
Read postLIVE vs ACTIVE callbacks explained
In VICIdial, ACTIVE callbacks are set but not yet due and LIVE callbacks have hit their trigger time. Here is the difference.
Read postVICIdial scheduled callbacks explained
A plain-English guide to VICIdial scheduled callbacks: ANYONE vs USERONLY, how to set them, the campaign and user options that turn them on, and how managers run them.
Read postWhat the CALLBK lead status means
CALLBK marks a lead as a due scheduled callback that has rejoined the hopper, so the dialer treats it as a priority and calls it fast.
Read postWhat the QC callbacks section lets you do
The third QC display section ties a reviewed call back to follow-up by letting you set or modify a callback for that lead.
Read postWhat a VICIdial Drop List is
A Drop List captures dropped inbound calls into a regular list on a schedule, so abandoned callers become leads you can dial back.
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