What the CALLBK lead status means

If you have ever scanned a VICIdial list and seen a lead marked CALLBK, you have spotted a scheduled callback that is ready to go. CALLBK is a status with a specific job, and understanding it explains why some callbacks dial almost immediately while others wait.

What CALLBK actually is

CALLBK is a Lead Status (lead status) that VICIdial assigns to a due ANYONE callback. When a Scheduled callback of the ANYONE type reaches its date and time, the system puts the record back into the Hopper and changes its status to CALLBK. That marker tells the dialer the record is a waiting callback and should be called quickly, ahead of ordinary fresh leads.

So CALLBK is not something an agent dispositions a call as. It is a state the system applies on its own when an ANYONE callback becomes due. Think of it as a flag that says "this one is owed a call right now."

How a lead gets there

The path is short. An Agent sets an ANYONE callback for a future time. The record waits. When the time arrives, VICIdial moves it back into the campaign hopper and stamps it CALLBK. From there the dialer picks it up like any other priority record and connects it to whichever agent is free.

stateDiagram-v2
  [*] --> Scheduled
  Scheduled --> Due: callback time reached
  Due --> CALLBK: back in hopper
  CALLBK --> Dialed: dialer picks it up
  Dialed --> [*]: agent dispositions the call

Why it matters for reporting

Because CALLBK is its own status, you can filter on it to see exactly how many due callbacks are sitting in a Campaign right now. A growing pile of CALLBK records usually means the hopper is not turning over fast enough, or call-time rules are holding them back. It is a useful early warning for follow-ups that are slipping.

• A few CALLBK records is normal during busy hours.
• A large and climbing count means due callbacks are not being dialed.
• Once an agent connects and sets an outcome, the record takes on the new Disposition instead.

What CALLBK is not

A USERONLY callback does not get the CALLBK status, because it never rejoins the shared hopper. It waits in the setting agent's personal list instead, where it can be LIVE or ACTIVE for that one rep. That is the key distinction: CALLBK is the system's signal that a callback is in the shared pool and due to be dialed by anyone, while a reserved callback stays quiet until its owner picks it up.

Managers can still edit any of these records, converting types or clearing the status, as long as they have lead-modify permission. If a manager converts a USERONLY callback to ANYONE and its time has passed, it will flow into the hopper and pick up the CALLBK status like any other shared due callback. That is a handy way to free up follow-ups that an absent agent left parked.

For the complete walkthrough, read our scheduled callbacks guide. And to see the start of this journey, read what a scheduled callback is.

Watch your CALLBK count with confidence

Tracking CALLBK records is only meaningful on a dialer that reports cleanly and keeps the hopper moving. VICIfast runs your VICIdial on a dedicated server, live in under 40 seconds, with the reporting intact. See our pricing to choose a plan.