How to set up callbacks

Configure VICIdial to schedule + honor agent-set callbacks reliably.

VICIdial's callback system lets agents schedule a future call attempt with a specific lead. The dialer picks up the lead at the requested time.

Enable callbacks per campaign

Admin → Campaigns → [your campaign] → Detail View:

Use Callback Hold = Y
Callback Override = Y (force the callback to honor the requested time even if outside normal call hours; only use if compliant)

Agent flow

On a call, agent presses CALLBK hot key (configure in Hot Keys)
VICIdial pops a date/time picker
Agent enters: when to call back, "Personal" or "Anyone", optional comment
Lead is saved with status CALLBK, removed from active campaign queue

Personal vs Anyone

Personal: only the original agent gets the callback. Better for relationship continuity. Loses utilization if agent isn't logged in at callback time.
Anyone: any agent on the campaign. Better for consistent throughput, worse for caller experience.

Most operators default to Anyone with a comment explaining the lead's situation.

When callbacks fire

VICIdial checks callbacks every minute. If a callback is due AND the campaign is active AND (agent matches if Personal) → lead is queued for next dial.

Avoid common gotchas

Callback time outside Local Call Time

If lead said "call me at 8am" but their state's earliest call time is 9am, the callback won't fire until 9. Tell agents to confirm acceptable times.

Agent went home

Personal callbacks for agents who aren't logged in stay queued. Set a "fallback to Anyone after X hours" rule via custom AGI if this matters.

TCPA timing

Callback at the lead's stated time = compliant. Callback outside the 8am-9pm window because the lead requested it = nuanced — TCPA generally allows a stated-preference exception, but document the stated preference.

Reports

Admin → Reports → Outbound Callback Lists. Shows pending + fired callbacks per campaign.