The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to set up the AGENT_CALLBACK_EMAIL container
A walkthrough of the AGENT_CALLBACK_EMAIL Settings Container that lets VICIdial email an agent when one of their USERONLY scheduled callbacks comes due.
How to purge old scheduled callbacks
Old scheduled callbacks pile up over time. VICIdial gives admins purge links and a dead-callback script to clear them out. Here is how to clean up safely.
What the Show Previous Callback panel does
The Show Previous Callback option puts a yellow panel on the agent screen with details of the callback already set on the current lead. Here is what it shows and why it helps.
What the Next-Dial My Callbacks setting does
Next-Dial My Callbacks makes the Dial Next Number button jump straight to a triggered callback. Here is exactly when it works and the two settings it needs.
What the Useronly Move Minutes setting does
Scheduled Callbacks Useronly Move Minutes converts overdue USERONLY callbacks into ANYONE callbacks after a set number of minutes. Here is exactly how it behaves.
Why your scheduled callbacks aren't firing
Callbacks that never come due usually trace to one of five causes: a missing agent user option, callbacks off at the campaign, a future trigger time, anyone-callbacks not in the hopper, or a calltime block.
How to cap how many callbacks an agent can hold
Scheduled Callbacks Active Limit caps how many active or live user-only callbacks an agent can hold, blocking the My Callback checkbox once the cap is hit.
How to view callbacks by user, campaign or list
VICIdial lets you list scheduled callbacks three ways: by user, by campaign, or by list. Each view answers a different question. Here is which to use and how to open them.
How to auto reschedule anyone callbacks that miss
A step-by-step on configuring VICIdial so USERONLY callbacks that miss their time convert to ANYONE callbacks and get dialed automatically.
How to reassign a user-only callback to another agent
When an agent leaves or a callback needs a different owner, a manager can change the user ID on a USERONLY callback from the VICIdial admin. Here is the exact path.
What the Scheduled Callbacks Force Dial setting does
Force Dial blocks out the agent screen and makes them dial their triggered callbacks before anything else. Here is exactly how it behaves and its sharp edges.
What the Scheduled Callbacks Display Days setting does
Scheduled Callbacks Display Days trims the agent callback list to only the callbacks set to trigger within a set number of calendar days from today.
What the My Callbacks Checkbox Default setting does
The My Callbacks Checkbox Default campaign setting decides whether the My Callback box is pre-ticked when an agent schedules a callback. Here is what each value does and when to change it.
What the Scheduled Callbacks Auto Reschedule setting does
Auto reschedule in VICIdial converts USERONLY callbacks that have sat past their trigger time into ANYONE callbacks so they get dialed instead of going stale.
What the Scheduled Callbacks Days Limit setting does
Scheduled Callbacks Days Limit caps how many days out an agent can pick when scheduling a callback, without hiding the full calendar.
What the Scheduled Callbacks Calltime Block setting does
Scheduled Callbacks Calltime Block stops a callback from being dialed if the current time is outside the campaign's scheduled call times.
What the Anyone Callbacks DNC Filter setting does
Anyone Callbacks DNC Filter checks ANYONE callback phone numbers against the campaign's enabled DNC options before they enter the hopper to be dialed.
What the Scheduled Callbacks Hours Block setting does
Scheduled Callbacks Hours Block hides a USERONLY callback from the agent's list for a set number of hours after it was created.
How to edit a scheduled callback in admin
Managers can change, reassign or remove any scheduled callback from the VICIdial admin interface. Here is the path through admin.php to the lead modification page.
What the Scheduled Callbacks Local Timezones setting does
Local Timezones lets agents set a callback in the customer's local time instead of server time. Here is what it changes on the agent screen and what it needs to work.
When to force agents to dial their callbacks
Force Dial is a blunt tool. Here is a practical guide to when forcing agents onto their triggered callbacks helps, and when it backfires on compliance or morale.
How to set up a callback timezone list
A step-by-step guide to building a TIMEZONE_LIST settings container so agents can schedule callbacks in the customer's local time, including the exact line format.
What the Scheduled Callbacks Count setting does
Scheduled Callbacks Count controls whether the agent callback alert shows only LIVE callbacks or both ACTIVE and LIVE ones.
How to change a user-only callback to anyone
Converting a USERONLY callback to ANYONE lets any agent call it back instead of just one person. Here is how to flip the type from the VICIdial admin.