Agent dispositions
CBHOLDCall back hold
A scheduled callback that has not come due yet, or one reserved for the agent who booked it.
CBHOLD means a callback exists for this lead and it is not time yet. It also covers agent-only callbacks, which wait for one specific agent rather than for whoever is free.
When VICIdial sets it
Automatically, at the moment the agent saves a callback with a date and time. The agent picks the callback disposition; the agent screen writes CBHOLD on the lead so the dialer leaves it alone until the trigger passes.
What to do
- Do not "fix" CBHOLD leads by putting them back in the dial statuses. Holding them is the entire point — dialing them early is how you call somebody at the wrong time.
- Watch agent-only callbacks around holidays and turnover. A callback reserved for an agent who no longer logs in never fires.
- If a callback never seems to come back, check the trigger date and the callback’s recipient setting before you suspect the dialer.