How to enable scheduled callbacks per agent

Turning on scheduled callbacks for a campaign is only half the job. The other half lives on each agent's account. VICIdial checks a per-agent user option before it lets that person save a callback, so even with the campaign switch on, an agent whose option is off cannot book a CALLBK. Here is how to enable it the right way.

Why there is a second switch

VICIdial deliberately splits the control. The campaign option says "this dialing effort allows callbacks." The user option says "this specific person is allowed to set them." Both have to agree. This lets you run a campaign where scheduled callbacks are available but limited to your more experienced agents, while newer hires keep moving through the Lead list without the extra step.

The user option is what lets the Agent Disposition a call as CALLBK and have the Scheduled callback actually save with its date and time. Without it, the callback panel either will not let them submit or the record never sticks.

Both gates have to be open

flowchart TD
  A[Agent ends call] --> B{Campaign callbacks ON}
  B -->|No| X[No CALLBK option]
  B -->|Yes| C{Agent user option ON}
  C -->|No| Y[Callback will not save]
  C -->|Yes| D[Callback saved successfully]

If you have already flipped the campaign switch but agents still say nothing happens, the missing user option is almost always the cause. We cover the campaign side in turning on scheduled callbacks for a campaign.

Enable it on the user account

1. Open Admin, then Users, and click the agent you want.
2. Find the scheduled callbacks user option on the user modification screen.
3. Set it to enabled and submit.
4. Repeat for every agent who should be able to set callbacks.

If a whole User group needs callbacks, work through each member rather than assuming the group setting handles it. A few minutes here saves a confused agent later staring at a callback that never fires.

What the agent sees once it is on

With both options enabled, choosing CALLBK on the dispo screen opens a calendar and time field. The agent picks a slot, and the Lead picks up the CALLBK Status (lead status) so the system knows to bring it back. If you also want agents to reserve callbacks just for themselves, that needs the separate agent-only option, explained in our scheduled callbacks overview.

Quick test to confirm it worked

Settings that fail silently are the worst kind, so prove it works before you trust it on live calls. The fastest check:

1. Log the agent into a campaign that has scheduled callbacks enabled.
2. Have them dial a test lead and end the call with the CALLBK disposition.
3. Confirm the calendar and time picker appear and accept a date.
4. Submit, then look up the lead and check its status is now CALLBK.

If the picker never opens, the campaign option is off. If it opens but the record does not save, the user option is the gap. Knowing which of the two is missing turns a vague "callbacks are broken" complaint into a one-click fix, and it spares the Agent from booking promises the system was never going to keep.

Run VICIdial without the headaches

Per-agent settings are quick once the dialer underneath is solid. VICIfast gives you a secured, ready-to-tune VICIdial server on your own branded subdomain in under 40 seconds, so account toggles like this are all you have to think about. See our plans to begin.