What the Scheduled Callbacks Count setting does

Scheduled Callbacks Count is a campaign-level setting that decides which USERONLY callbacks show up in the callback alert section on the agent screen. It does not change how many callbacks exist or whether they get dialed — it only filters the list the Agent sees. The choice is between showing every reserved Scheduled callback or only the ones that are ready to call right now.

LIVE versus ACTIVE callbacks

The setting hinges on two states a USERONLY callback can be in. A LIVE callback is one that has hit its trigger date and time — its moment has arrived and it is ready to be called. An ACTIVE callback is one that exists in the system but has not yet reached its trigger time; it is scheduled for later. Every callback an agent reserves starts ACTIVE and becomes LIVE once the clock catches up to it.

stateDiagram-v2
  [*] --> ACTIVE: agent reserves callback
  ACTIVE --> LIVE: trigger time reached
  LIVE --> Dialed: agent calls it back
  Dialed --> [*]
  ACTIVE --> ALL_ACTIVE_view: shown if ALL_ACTIVE
  LIVE --> LIVE_view: always shown

Scheduled Callbacks Count has two values. Set to LIVE, the alert section shows only callbacks that have triggered, so an agent sees a tight list of what to call this minute. Set to ALL_ACTIVE — which is the default — the alert shows both ACTIVE and LIVE callbacks, giving the agent a full forward view of everything they have on the books. To go deeper on these two states, see LIVE vs ACTIVE callbacks in VICIdial.

Which one to choose

If your agents tend to hoard a long tail of future callbacks, ALL_ACTIVE can clutter their alert section and make it hard to spot what is due. Switching to LIVE keeps the list short and action-focused, since only callbacks past their trigger time appear. The trade-off is visibility: with LIVE, an agent cannot glance at the alert and see their upcoming workload, only what is current. ALL_ACTIVE suits agents who like to plan their day around the calendar; LIVE suits high-volume floors where the next call matters more than the schedule.

A quick way to picture the two settings:

• LIVE — alert shows only callbacks whose trigger date and time have passed. Tight, current, do-it-now list.
• ALL_ACTIVE (default) — alert shows both ACTIVE (scheduled for later) and LIVE (ready now) callbacks. Full forward view.

One thing to be clear about: changing this setting never deletes or reschedules a callback. An ACTIVE callback that you hide under the LIVE setting still exists and will still show up the moment it triggers — you are only choosing what the agent sees ahead of time, not what gets dialed. So you can switch between LIVE and ALL_ACTIVE on a live campaign without losing any work; the next time an agent's screen refreshes, the alert section just filters differently. That makes it a safe knob to experiment with if you are not sure which view your floor prefers.

Keep in mind this affects USERONLY callbacks only — the ones an agent reserves for themselves. It does not touch ANYONE callbacks, which any agent can pick up after they return to the Hopper and get dialed by the Campaign. For the wider picture of how all the callback settings fit together, read our pillar, VICIdial scheduled callbacks explained.

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