Callback
Scheduling a future call attempt with a specific lead.
Callback is when an agent schedules a specific future time to re-call a lead. Typical use: lead says "call me Tuesday at 2pm."
VICIdial: agent dispositions CALLBK, fills in date/time, optionally specifies "any agent" or "just me." The dialer queues that lead for the specified window.
Personal vs Anyone callback
- Personal: only the original agent gets the callback
- Anyone: any available agent on the campaign
Personal is better for relationship continuity but loses utilization if the agent isn't logged in.
Compliance
Honoring callback time matters for TCPA — if the lead said "call me at 2pm Tuesday" and you call at 8am Wednesday, that's potentially a violation of the called-party's expressed time preference.