How to give agents user-only callbacks

Sometimes a customer builds rapport with one specific agent and you want that same agent to handle the callback. VICIdial calls this a USERONLY callback, and it is controlled by the Agent only callbacks user option. Turning it on lets an agent reserve a CALLBK Lead for themselves instead of sending it back to the shared queue. Here is how it works and how to enable it.

ANYONE versus USERONLY

There are two flavors of callback. An ANYONE callback goes back into the campaign Hopper when its time arrives, so whichever agent is free takes it. A USERONLY callback is locked to the agent who set it; only that person can dial it. The Agent only callbacks option is what makes the USERONLY choice available to a given Agent. For more on the difference, see anyone versus user-only callbacks.

It sits on top of the other two switches

This option does not replace the basic callbacks setup. The campaign must allow scheduled callbacks, and the agent's standard callbacks user option must be on. Only then does the Agent only callbacks option add the ability to reserve a Scheduled callback for one person.

flowchart TD
  A[Agent dispositions CALLBK] --> B{Campaign callbacks ON}
  B -->|No| X[No callback]
  B -->|Yes| C{Agent callbacks user option ON}
  C -->|No| Y[No callback]
  C -->|Yes| D{Agent only option ON}
  D -->|No| E[Anyone callback to hopper]
  D -->|Yes| F[Agent can reserve user only]

Enable Agent only callbacks

1. Open Admin, then Users, and select the agent.
2. Make sure the regular scheduled callbacks user option is already on.
3. Set the Agent only callbacks option to enabled.
4. Submit, then repeat for any other agent who needs it.

With it on, the agent will see the My Callback checkbox in the callback panel. Checking it when they Disposition a call as CALLBK reserves that lead for them. The Lead owner becomes that agent, and the record carries the CALLBK Status (lead status) until they dial it.

When to use it

User-only callbacks are great for relationship selling, scheduled demos, or anything where continuity matters. They are less ideal for high-volume effort where speed beats familiarity, since a reserved Lead sits idle if its owner is out sick. Pick per agent based on the role. The scheduled callbacks guide walks through how both types flow through the system over time.

Managing user-only callbacks later

Because USERONLY callbacks are tied to one person, you sometimes need to step in. A manager with the right permissions can open a callback record from the admin side and reassign it. From the lead modification page you can change the Status (lead status) to clear the callback, convert a USERONLY callback to an ANYONE callback, or hand it to a different user by changing the owner. That flexibility matters when an agent leaves or is out for a stretch and their reserved leads would otherwise go cold.

You can also review callbacks in bulk. The admin interface lists callback holds by user, by Campaign, or by list, showing the lead, when it was last called, when the callback is due, who set it, and whether it is ANYONE or USERONLY. That view is the easiest way to spot leads piling up under one agent and rebalance before they age out.

Spin up VICIdial in seconds

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