What the Next-Dial My Callbacks setting does

On a Campaign that uses by-hand dialing, an Agent moves through Lead records by clicking the Dial Next Number button. The Next-Dial My Callbacks setting changes what that button reaches for. With it on, before grabbing a fresh lead, VICIdial first checks whether the agent has a Scheduled callback that has triggered — its time has arrived — and dials that instead.

The conditions it needs

This feature is fussy about where it works. It only kicks in when all of these are true:

• The Dial method is MANUAL or INBOUND_MAN — the two by-hand dial methods. It does nothing on auto or predictive campaigns.
• No Hopper Dialing is enabled, so leads are pulled on demand rather than fed through the Hopper in advance.
• The agent actually has a triggered USERONLY callback waiting — one reserved for them whose date and time has passed.

If any of those is missing, the button behaves normally and pulls the next regular lead. The reason for the No Hopper Dialing requirement is mechanical: when leads come from the hopper, they are already queued up in advance, so there is no live moment where the dialer can slip a callback in front. By-hand dialing pulls one lead at the instant the agent clicks, which is exactly the moment VICIdial needs to substitute a due callback.

There is also a per-user override, so you can switch the behaviour on or off for individual agents even when the campaign default says otherwise. That is handy when one agent carries most of the relationships and you want their callbacks prioritised, but the rest of the team works a flat queue. The setting is DISABLED by default.

What the click does step by step

flowchart TD
  A[Agent clicks Dial Next Number] --> B{Next-Dial My Callbacks on}
  B -->|No| C[Pull next regular lead]
  B -->|Yes| D{Triggered callback for this agent}
  D -->|Yes| E[Dial the callback first]
  D -->|No| C
  E --> F[Disposition the call]
  C --> F

The point is to keep callbacks from getting buried. On a busy by-hand campaign an agent can blow past their own promises while chasing fresh leads. Wiring the callback into the same button they already press means it surfaces automatically the moment it is due, without the agent hunting through their callback list.

How it compares to the harder version

Next-Dial is the gentle option: it slots the callback in next, but the agent still has to click. If you need agents forced onto a due callback with no choice, that is a different setting covered in the Scheduled Callbacks Force Dial post. And to understand how USERONLY callbacks reach an agent in the first place, see how USERONLY callbacks get dialed. The scheduled callbacks overview ties the whole flow together.

Turn it on for by-hand teams

If your agents work a MANUAL or INBOUND_MAN campaign and you want their own callbacks to come up naturally, Next-Dial My Callbacks is the low-friction way to do it. It keeps the agent in control — one extra click — while making sure due callbacks are never out of sight. Just confirm the Dial method and No Hopper Dialing prerequisites first, or it will quietly do nothing and you will spend an afternoon wondering why.

Running on a managed VICIdial box keeps these toggles in one tidy place so you are not hunting through config files to line up the prerequisites. See our plans — we will have a server ready in under 40 seconds.