leads-lists
Lead owner
A field that assigns a lead to a specific agent or user so that lead can be routed to or reserved for that person rather than dialed by anyone available.
The lead owner is a field on a Lead that ties it to a particular agent or user. When a lead has an owner set, the system can keep it for that person instead of sending it to whoever happens to be free. Think of it as a name tag that says "this one belongs to Maria."
The most common use is personal callbacks. When an Agent sets a Scheduled callback as their own, VICIdial records them as the lead owner so the follow-up comes back to the same person who built the relationship. That continuity matters when a prospect expects to hear from the rep they already spoke to.
Owner versus open routing
Owned leads behave differently from the general dialing pool. An owned callback can be set to wait for its owner, and features like AGENTDIRECT can route inbound calls back to the agent on the record. If you want a lead pooled across a team instead, leave the owner blank or hand it to a shared User group.
- An owner can be a single agent or, in some setups, a group.
- Owned callbacks that the owner never works can become stale and block themselves.
Keep an eye on ownership when you reshuffle a Lead list or change staff. Reassigning or clearing the owner on records belonging to a departed agent puts those leads back into general rotation instead of leaving them stranded waiting for someone who's gone.
Related terms
Agent
An agent is a person who talks to your customers on the phone, logged into VICIdial through a browser screen that VICIdial drives for them.
AGENTDIRECT
A VICIdial mode that lets inbound or callback calls be routed straight to one specific agent, rather than to the next available agent in a group.
Lead
A single contact record in VICIdial holding a phone number plus fields like name and address, the basic unit your campaigns dial.
Lead list
A named collection of leads that campaigns dial from, identified by a list ID and assigned to one or more campaigns.
Scheduled callback
A scheduled callback is a future appointment an agent sets so the dialer calls a lead back at a specific date and time.
User group
A label you attach to agents and managers in VICIdial that bundles them together for permissions, reporting, and which campaigns or recordings they can reach.