What the My Callback checkbox does

When a VICIdial Agent schedules a callback, there is one small checkbox that quietly decides who gets to make that call later. It is labelled My Callback, and ticking it or leaving it blank sends the lead down two very different paths. Understanding it is the difference between a follow-up that lands with the right person and one that vanishes into the general queue.

Two kinds of callback

Every scheduled callback in VICIdial is one of two types. An ANYONE callback goes back into the campaign for any available agent to dial once its time arrives. A USERONLY callback is reserved for the one agent who set it. The My Callback checkbox is what picks between them: when you check it, the callback becomes USERONLY and only you can call it.

That single tick changes the routing completely. An open callback rejoins the Hopper and gets dialed by the Campaign like any other Lead. A reserved one waits for you, and you reach it through the scheduled callbacks list on your own agent screen rather than the normal dial flow.

Which one to pick

Reserve the callback for yourself when the relationship matters: you built rapport, the customer expects to hear your voice, or you are mid-deal and continuity wins. Leave it open when speed of contact matters more than who calls, such as a general follow-up where any agent can pick up the thread.

• Check it for warm, relationship-driven follow-ups you want to own.
• Leave it blank for routine callbacks any agent can handle.
• Remember that a reserved callback depends on you being logged in to dial it.

That last point catches people out. Because a reserved callback never rejoins the general flow, it only gets dialed when its owner is on shift and working their list. If an agent leaves or is off for a week, their reserved callbacks wait for them rather than being picked up by the team. For high-stakes follow-ups that is exactly what you want; for routine ones, leaving the box unticked spreads the load so nothing stalls.

How the checkbox routes a callback

flowchart TD
  A[Set CALLBK on the call] --> B{My Callback checked}
  B -- Yes --> C[USERONLY callback]
  B -- No --> D[ANYONE callback]
  C --> E[Shows on your callbacks list]
  E --> F[Only you can dial it]
  D --> G[Returns to campaign hopper]
  G --> H[Any available agent dials it]

A default you can set per campaign

You do not have to leave it to memory. A campaign can pre-set the checkbox so it is ticked automatically on every call, which is handy for teams that almost always want agents to own their own follow-ups. Out of the box the checkbox starts unchecked, so without that setting your agents are creating team-wide callbacks unless they tick it themselves.

There is also a ceiling worth knowing about: a campaign can cap how many reserved callbacks one agent may hold at once. If an agent hits that limit, the My Callback checkbox simply will not be selectable for the next Disposition, which nudges them to work through their existing list before piling on more.

That cap is healthier than it sounds. An agent who hoards a hundred personal callbacks will never get through them, and the customers on that list quietly go cold. By forcing a ceiling, the campaign keeps each agent's reserved list to a size they can realistically dial, which protects your contact rate. When the box greys out, treat it as a prompt to clear due callbacks rather than a glitch.

For the broader picture of how callbacks fit your follow-up Status (lead status) flow, read our scheduled callbacks guide, and for the underlying difference between the two types see LIVE vs ACTIVE callbacks.

Get the agent screen your team deserves

Small controls like this only matter on a dialer that is fast and stable. VICIfast stands up a dedicated, secured VICIdial server in under 40 seconds. See our pricing to spin one up.