The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
How to write a filter that calls only certain area codes
Use a VICIdial lead filter to match phone-number prefixes so your campaign dials only the area codes you want, then test it before enabling.
How to write a filter on a custom lead field
Filter VICIdial leads on a custom field like vendor_lead_code so your campaign dials only the segment you choose, and test it before enabling.
How to enable scheduled callbacks per agent
Turn on the VICIdial user option that lets each agent save a CALLBK callback after the campaign option is already enabled.
How to turn on scheduled callbacks for a campaign
Flip the campaign Scheduled Callbacks option so agents can disposition leads as CALLBK and book them for a later date and time.
The agent scheduled callbacks calendar explained
How the 12-month VICIdial callback calendar works on the agent screen, and what limits the days an agent can pick.
How to set the date and time on a callback
How a VICIdial agent picks the future date and time for a callback, and what the calendar limits mean.
How to write a filter that excludes recently called leads
Use a small SQL fragment in a VICIdial lead filter to skip leads you have already dialed in the last few days, then test it before going live.
What the CALLBK lead status means
CALLBK marks a lead as a due scheduled callback that has rejoined the hopper, so the dialer treats it as a priority and calls it fast.
LIVE vs ACTIVE callbacks explained
In VICIdial, ACTIVE callbacks are set but not yet due and LIVE callbacks have hit their trigger time. Here is the difference.
Anyone vs user-only callbacks in VICIdial
ANYONE callbacks rejoin the campaign pool for any agent; USERONLY callbacks stay locked to the rep who set them. Here is when to use each.
How to test a filter with Test On Campaign before enabling it
The Test On Campaign tool previews how many VICIdial leads remain dialable under a filter, so you never starve a live campaign by mistake.
How to write a filter based on called-count
Use the called_count column in a VICIdial lead filter to dial only leads with the right number of attempts, then preview the result before enabling.
How to email an agent when their callback triggers
Use Send Callbacks Email plus the AGENT_CALLBACK_EMAIL container to email an agent when a USERONLY callback hits its trigger time.
How to set a callback from the agent screen
A step-by-step walkthrough of how a VICIdial agent schedules a callback right from the live call screen.
How to disposition a call as CALLBK
Walk through how a VICIdial agent ends a call as CALLBK and picks the exact date and time to reach the lead again.
How to write a filter that calls only certain time zones
Filter VICIdial leads by GMT offset so your campaign only dials contacts whose local time is inside your calling window, with a test before you enable.
What the My Callback checkbox does
The My Callback checkbox decides whether a VICIdial callback is reserved for you or handed back to the whole team.
What a scheduled callback is in VICIdial
A scheduled callback is a lead an agent flags to be contacted again at a set future date and time, in one of two flavors.
How to give agents user-only callbacks
Enable the VICIdial Agent only callbacks user option so an agent can reserve a CALLBK lead for themselves instead of the shared hopper.
VICIdial scheduled callbacks explained
A plain-English guide to VICIdial scheduled callbacks: ANYONE vs USERONLY, how to set them, the campaign and user options that turn them on, and how managers run them.
How anyone callbacks go back into the hopper
When an ANYONE callback reaches its scheduled time, VICIdial returns the lead to the hopper and marks it CALLBK so it gets dialed fast.
How to make the callback status line blink red
Step-by-step guide to setting the Scheduled Callbacks Alert option so the agent callback line blinks red when a callback comes due.
How to write a filter that calls only certain states
Build a VICIdial lead filter with a one-line SQL fragment so your campaign dials only the states you choose, then test it before going live.