VICIdial Callback Automation: Setup & Best Practices

Last updated: March 2026 | Reading time: ~16 minutes

You just had a 3-minute conversation with a hot prospect. They are interested, but they are in a meeting. “Call me back at 2 PM.” Your agent dispositions the call, types a note, and moves on to the next dial. At 2 PM, nothing happens. The callback was never scheduled, or it was scheduled but the system did not fire it, or it fired but routed to a different agent who had no context. The prospect picks up, hears a cold open from a stranger, and hangs up.

This happens thousands of times a day across VICIdial operations worldwide. Not because VICIdial lacks callback functionality --- it has one of the most capable callback systems of any dialer --- but because most operators never configure it properly and most agents never learn the difference between a CALLBK and a CBHOLD.

This guide covers everything about VICIdial’s callback system: how it works at the database and cron job level, the three callback types and when to use each, configuration steps with exact admin paths, scheduling best practices based on lead type and vertical, callback tracking and reporting, and the operational mistakes that cause callbacks to fail silently.

If your callback completion rate is below 80%, you are leaving revenue on the table. Let us fix that.

ViciStack configures callback automation as part of every deployment, including optimal scheduling windows, agent routing, and CRM integration. Get callback right from day one.

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How VICIdial Callbacks Work Internally

Before you can optimize callbacks, you need to understand the machinery. VICIdial’s callback system involves three components: the vicidial_callbacks table, the callback_check cron process, and the hopper injection mechanism.

The vicidial_callbacks Table

Every scheduled callback in VICIdial creates a row in the vicidial_callbacks table:

Column	Purpose
callback_id	Auto-increment primary key
lead_id	The lead to call back (links to vicidial_list)
list_id	The list the lead belongs to
campaign_id	The campaign to dial the callback from
status	LIVE (pending), ACTIVE (being dialed), INACTIVE (completed/expired)
entry_time	When the callback was created
callback_time	When the callback should fire
modify_date	Last modification timestamp
user	The agent who scheduled the callback
recipient	USERONLY, ANYONE, or a specific user ID
comments	Agent notes about the callback
customer_timezone	GMT offset of the lead
lead_status	The lead’s disposition when the callback was scheduled

When an agent schedules a callback through the agent interface, VICIdial inserts a row here with status = LIVE and the requested callback_time. The system then waits.

The callback_check Process

VICIdial runs a cron job (actually, a screen process) called AST_VDcallback_check.pl that executes every minute. This script:

1. Queries vicidial_callbacks for all rows where status = LIVE and callback_time <= NOW()
2. For each matching callback, checks whether the lead is eligible for dialing (not on DNC, not in a restricted timezone, not already in an active call)
3. Injects the lead into the hopper with elevated priority
4. Updates the callback status to ACTIVE

The critical detail here is hopper injection priority. Callbacks are injected into the hopper with a higher priority than regular leads. This means the predictive dialer will dial callback leads before pulling new leads from the list. The exact priority is configurable, but by default callbacks jump to the front of the line.

This is why callbacks work even when you have thousands of leads in your list --- the callback lead gets dialed first, regardless of how many other leads are waiting.

What Happens When a Callback Fires

When the callback lead reaches the front of the hopper and the dialer places the call:

• For USERONLY/CALLBK callbacks: The system checks if the specific agent is available. If the agent is logged in, on a pause, or in wrap-up, the call waits in queue for that agent. If the agent is not logged in, the callback remains in LIVE status and rechecks every minute.
• For ANYONE/CBHOLD callbacks: The call routes to any available agent in the campaign, just like a regular outbound call.

When the call connects and the agent takes it, VICIdial’s agent screen displays a callback indicator with the original agent’s notes. The callback status changes to INACTIVE and the normal disposition workflow takes over.

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The Three Callback Types

VICIdial supports three callback mechanisms, each suited to different operational scenarios. Understanding the differences is the key to getting callbacks right.

CALLBK (Agent-Specific Callback)

When an agent dispositions a call as CALLBK, VICIdial prompts them to select a date and time for the callback and optionally add notes. The callback is tied to that specific agent --- only they will receive the call when it fires.

How to configure:

1. Navigate to Admin > Campaigns > [Campaign] > Dispositions
2. Ensure CALLBK is in the campaign’s disposition list (it is included by default)
3. In Admin > Campaigns > [Campaign] > Detail, verify that Scheduled Callbacks is set to Y

When an agent uses CALLBK:

1. Agent clicks CALLBK in the disposition panel
2. A date/time picker appears --- agent selects the callback date and time
3. Agent enters callback notes (e.g., “Interested in premium plan, call back after 2 PM, ask for Sarah”)
4. Agent submits --- VICIdial creates the vicidial_callbacks entry with recipient = USERONLY

Best used for:

• Relationship-based sales (insurance, financial services, real estate)
• Complex sales with multi-call close cycles
• Situations where the prospect asked for a specific person
• Warm transfers that need follow-up by the original agent

Limitations:

• If the agent is not logged in when the callback fires, it does not route to anyone else --- it just retries every minute
• If the agent quits or is terminated, their callbacks become orphaned (you need a cleanup process)
• Creates agent dependency --- your best leads are locked to specific agents

CBHOLD (Campaign Callback)

CBHOLD works like CALLBK except the callback routes to any available agent in the campaign, not a specific person. This is the “anyone available” callback.

How to configure:

1. Navigate to Admin > Campaigns > [Campaign] > Dispositions
2. Add CBHOLD to the campaign’s active dispositions if not present
3. The Scheduled Callbacks setting must be Y

When an agent uses CBHOLD:

The same date/time picker and notes interface appears, but the callback is created with recipient = ANYONE. When it fires, the lead enters the hopper and routes to whoever is available.

Best used for:

• High-volume operations where individual agent relationships do not matter
• Operations with high agent turnover
• Scenarios where the callback is about timing, not about the specific agent (e.g., “call back after 5 PM” for timezone reasons)
• Lead reactivation campaigns

Advantages over CALLBK:

• Never orphaned --- any agent can take the call
• Higher completion rates because availability is not agent-dependent
• Better for operations with shift-based scheduling

USERONLY (Direct Agent Assignment)

USERONLY is not a disposition status --- it is a callback recipient type that can be configured programmatically or through the API. It functions like CALLBK but with more control:

-- Insert a USERONLY callback via direct database manipulation
INSERT INTO vicidial_callbacks (
    lead_id, list_id, campaign_id, status, entry_time,
    callback_time, user, recipient, comments
) VALUES (
    12345, 100, 'SALES', 'LIVE', NOW(),
    '2026-03-19 14:00:00', 'agent001', 'USERONLY',
    'API-scheduled: follow up on pricing discussion'
);

Best used for:

• CRM-driven callback scheduling where an external system determines who should call
• Manager-assigned callbacks
• API integrations that schedule callbacks based on business logic outside VICIdial

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Configuring Callback Dispositions

Getting callbacks to work correctly requires configuration at the campaign level, the disposition level, and the agent training level.

Campaign-Level Callback Settings

Navigate to Admin > Campaigns > [Campaign Name] > Detail. The callback-relevant settings are:

Setting	Recommended Value	Purpose
Scheduled Callbacks	Y	Enables the callback system for this campaign
Callback Days Limit	30-90	Maximum number of days in the future an agent can schedule a callback
Callback Active Limit	50-100 per agent	Maximum pending callbacks per agent (prevents agents from hoarding callbacks)
Callback Hours Block	N	If Y, prevents callbacks from firing outside campaign calling hours
Callback List Calltime Check	Y	Ensures callbacks respect list-level call time restrictions

The Callback Active Limit is important. Without it, an agent who dispositions every difficult call as CALLBK will accumulate hundreds of pending callbacks, effectively hoarding leads. Set this to a reasonable number based on your sales cycle length. For high-velocity sales (solar, insurance quotes), 20-30 is appropriate. For longer-cycle B2B sales, 50-100 may be needed.

Disposition Configuration

The default VICIdial dispositions include CALLBK and CBHOLD. If you have removed them or are using custom dispositions, you need to ensure callback-type dispositions are properly configured.

Navigate to Admin > Campaigns > [Campaign] > Dispositions:

1. Click “Add New Status” if CALLBK or CBHOLD are not present
2. Set the disposition properties:
   • Status: CALLBK (or your custom callback status name)
   • Description: Agent Callback
   • Selectable: Y
   • Human Answered: Y
   • Category: CALLBACK
   • Min Seconds: 0
   • Max Seconds: 0

The Category = CALLBACK designation is what triggers VICIdial’s callback scheduling interface when the agent selects this disposition. Without this category, the agent will not get the date/time picker.

Custom Callback Statuses

You can create multiple callback-type dispositions for different scenarios:

Status	Description	Recipient	Use Case
CALLBK	Agent Callback	USERONLY	Standard agent-specific callback
CBHOLD	Campaign Callback	ANYONE	Standard campaign-wide callback
CB15M	Quick Callback (15 min)	ANYONE	Lead is busy, try again shortly
CB24H	Next Day Callback	USERONLY	Lead requested next-day follow-up
CBPM	PM Callback	ANYONE	Lead only available after 5 PM

Each custom status needs the CALLBACK category to trigger the scheduling interface. For statuses like CB15M where the timing is standardized, you can use VICIdial’s auto-callback feature (covered below) to skip the manual scheduling step.

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Scheduling Best Practices

When a callback fires matters as much as whether it fires at all. Here are scheduling recommendations based on lead type, vertical, and data from production VICIdial operations.

Optimal Callback Windows by Lead Type

Lead Type	First Callback Window	Second Attempt	Third Attempt
Hot inbound lead (just filled out a form)	5-15 minutes	1 hour	4 hours
Warm outbound (interested but busy)	15-30 minutes	2-4 hours	Next business day
Appointment setting	Exact time requested	15 min after requested time	Next business day
Re-engagement (old lead)	24-48 hours	3-5 business days	7-10 business days
Post-sale follow-up	24-72 hours	7 business days	30 business days

The 5-minute rule for hot leads: Research consistently shows that the probability of contacting a lead drops by 10x if you wait more than 5 minutes after they submit a form. If you are running inbound web leads, your callback system should fire within 5 minutes. VICIdial can do this --- but only if the lead is loaded into the system quickly (via API, not manual upload) and the hopper is configured to process callbacks with high priority.

Time-of-Day Optimization

Not all callback times are equal. Based on aggregated contact rate data across outbound dialing operations:

Time Window	Contact Rate Index	Notes
8:00-9:00 AM	85	People are commuting, lower answer rate
9:00-11:00 AM	110	Peak morning window
11:00 AM-1:00 PM	90	Lunch hours vary by timezone
1:00-3:00 PM	100	Solid afternoon window
3:00-5:00 PM	105	Strong close-of-business window
5:00-7:00 PM	115	Best overall window for residential leads
7:00-8:30 PM	95	Declining but still viable

Train agents to schedule callbacks during high-contact windows, not just at the time the lead requested. If a lead says “call me tomorrow,” an agent should schedule for 10:00 AM or 5:00 PM tomorrow, not 2:30 PM which may be right when the lead is in their afternoon meetings.

Multi-Timezone Callback Handling

If you are dialing nationally, callbacks need to respect the lead’s timezone, not your call center’s timezone. VICIdial handles this through the customer_timezone field in vicidial_callbacks and the campaign’s timezone filtering settings.

Configuration:

1. In Admin > Campaigns > [Campaign] > Detail, set Local Call Time to your desired calling window (e.g., 9:00 AM - 9:00 PM)
2. Set Callback List Calltime Check to Y
3. The callback_check process will hold callbacks that fall outside the lead’s local calling window until the window opens

Example: An agent on the East Coast schedules a callback for 9:00 AM for a lead in California. The callback is stored as 9:00 AM. When callback_check runs at 9:00 AM Eastern (6:00 AM Pacific), it sees that the lead is in the Pacific timezone and 6:00 AM is outside the 9:00 AM - 9:00 PM calling window. The callback remains in LIVE status. At 12:00 PM Eastern (9:00 AM Pacific), the callback fires.

This is one of VICIdial’s underrated strengths. Many cheaper dialers do not handle multi-timezone callbacks correctly, leading to TCPA violations from calling too early or too late.

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Automated Callback Systems

Beyond manual agent-scheduled callbacks, VICIdial supports several automated callback mechanisms that can dramatically increase your callback volume and completion rate.

Auto-Callbacks via Lead Recycling

VICIdial’s lead recycling system is essentially an automated callback engine. When a lead receives a specific disposition (NA for No Answer, B for Busy, AM for Answering Machine), the recycling system automatically reschedules the lead for another dial attempt after a configurable delay.

Navigate to Admin > Campaigns > [Campaign] > Lead Recycling:

Disposition	Recycle Attempt Max	Recycle Delay (minutes)	Active
NA (No Answer)	5	120 (2 hours)	Y
B (Busy)	3	30	Y
AM (Answering Machine)	3	240 (4 hours)	Y
DROP (Abandoned)	2	15	Y

This is not technically the “callback” system (it uses the hopper and dial status mechanism, not the vicidial_callbacks table), but it serves the same purpose: ensuring leads that were not reached get dialed again at optimal intervals.

Key distinction: Lead recycling operates at the campaign level and applies to all leads with matching dispositions. Agent-scheduled callbacks operate at the individual lead level with specific timing. Use both.

API-Driven Callback Scheduling

For operations with external CRM systems, webhooks, or marketing automation platforms, VICIdial’s API can create callbacks programmatically:

# Schedule a callback via VICIdial's non-agent API
curl -s "https://your-vicidial-server/vicidial/non_agent_api.php" \
  --data-urlencode "source=callback_api" \
  --data-urlencode "user=API_USER" \
  --data-urlencode "pass=API_PASS" \
  --data-urlencode "function=add_callback" \
  --data-urlencode "lead_id=12345" \
  --data-urlencode "campaign_id=SALES" \
  --data-urlencode "callback_time=2026-03-19 14:00:00" \
  --data-urlencode "recipient=ANYONE" \
  --data-urlencode "callback_comments=API callback: lead visited pricing page"

This enables scenarios like:

• A lead visits your pricing page --- your CRM fires a webhook that schedules a VICIdial callback in 5 minutes
• A lead opens a follow-up email --- your marketing platform schedules a callback for the next business day
• A support ticket escalation automatically schedules a callback to the assigned account manager

Start Call URL Callback Integration

VICIdial’s Start Call URL feature can notify external systems when a callback fires. This lets your CRM know that a callback is in progress and can update the agent’s CRM screen with relevant context:

https://your-crm.com/api/callback_fired?lead_id=--A--lead_id--B--&agent=--A--user--B--&callback_id=--A--callback_id--B--

The --A-- and --B-- delimiters are VICIdial’s variable replacement tokens. They get replaced with actual values when the URL is called.

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Callback Tracking and Reporting

You cannot manage what you do not measure. VICIdial provides several built-in reporting mechanisms for callbacks, and you can build custom reports from the underlying tables.

The Callback Report

Navigate to Reports > Callbacks in VICIdial admin. This report shows:

• All pending (LIVE) callbacks by campaign and agent
• Callback completion rates (how many fired callbacks resulted in a connected call)
• Overdue callbacks (callbacks where the scheduled time has passed and the callback has not been completed)
• Callback conversion rates (callbacks that resulted in a sale or positive disposition)

Key Callback Metrics to Track

Metric	Target	How to Calculate
Callback Completion Rate	>85%	Callbacks completed / Callbacks scheduled
Callback Contact Rate	>50%	Callbacks where lead answered / Callbacks attempted
Callback Conversion Rate	2-3x normal conversion	Sales from callbacks / Total callbacks completed
Callback Abandonment Rate	<10%	Expired/cancelled callbacks / Total callbacks scheduled
Average Time to Callback	<5 min variance	Actual callback time - Scheduled callback time

Callback conversion should be significantly higher than cold dial conversion. If your cold outbound conversion rate is 2%, your callback conversion rate should be 5-8%. If it is not, your agents are either scheduling callbacks for unqualified leads (using callbacks to avoid cold calling) or they are not preparing for callbacks (no notes review, no pre-call research).

Custom Callback Reports via SQL

-- Callback completion rate by agent (last 30 days)
SELECT
    vc.user,
    COUNT(*) as total_callbacks,
    SUM(CASE WHEN vc.status = 'INACTIVE' THEN 1 ELSE 0 END) as completed,
    SUM(CASE WHEN vc.status = 'LIVE' AND vc.callback_time < NOW() THEN 1 ELSE 0 END) as overdue,
    ROUND(SUM(CASE WHEN vc.status = 'INACTIVE' THEN 1 ELSE 0 END) / COUNT(*) * 100, 1) as completion_pct
FROM vicidial_callbacks vc
WHERE vc.entry_time >= DATE_SUB(NOW(), INTERVAL 30 DAY)
GROUP BY vc.user
ORDER BY completion_pct DESC;

-- Callbacks that converted to sales
SELECT
    vc.user,
    vc.callback_time,
    vc.comments,
    vl.phone_number,
    vl.first_name,
    vl.last_name,
    vl.status as final_status
FROM vicidial_callbacks vc
JOIN vicidial_list vl ON vc.lead_id = vl.lead_id
WHERE vc.status = 'INACTIVE'
  AND vl.status = 'SALE'
  AND vc.entry_time >= DATE_SUB(NOW(), INTERVAL 30 DAY)
ORDER BY vc.callback_time DESC;

-- Orphaned callbacks (agent no longer active)
SELECT vc.callback_id, vc.lead_id, vc.user, vc.callback_time, vc.comments
FROM vicidial_callbacks vc
LEFT JOIN vicidial_users vu ON vc.user = vu.user
WHERE vc.status = 'LIVE'
  AND vc.recipient = 'USERONLY'
  AND (vu.user IS NULL OR vu.active = 'N')
ORDER BY vc.callback_time;

The orphaned callbacks query is critical. Run it weekly and reassign orphaned callbacks to active agents or change their recipient to ANYONE.

Stop Losing Callbacks. ViciStack deploys callback automation with monitoring, orphan detection, and CRM integration from day one. See How.

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Callback Abandonment: Why Callbacks Fail and How to Fix It

A callback that never connects is worse than never scheduling it at all --- it wastes the original agent’s relationship-building time and creates a dead spot in your pipeline. Here are the common failure modes and fixes.

Agent Not Logged In

Problem: USERONLY callbacks fire but the assigned agent is on break, called in sick, or quit.

Fix: Set a reasonable Callback Active Limit (see campaign settings above) and implement a daily orphan check script. Also consider using CBHOLD (campaign-wide) callbacks instead of CALLBK for operations with unstable agent schedules.

For permanent agent departures, reassign their callbacks:

-- Reassign all callbacks from departed agent to campaign-wide
UPDATE vicidial_callbacks
SET recipient = 'ANYONE'
WHERE user = 'departed_agent'
  AND status = 'LIVE';

Callback Fires Outside Calling Hours

Problem: An East Coast agent schedules a 9 AM callback for a West Coast lead. The system tries to dial at 6 AM Pacific, which is outside calling hours. The callback sits in LIVE status, retrying every minute until the window opens at 9 AM Pacific, by which time the agent is on other calls.

Fix: Set Callback List Calltime Check = Y in campaign settings. This prevents callbacks from firing outside the lead’s local calling time window. Also train agents to schedule callbacks in the lead’s local time, not their own.

Lead Already Contacted

Problem: A callback fires, but the lead was already contacted on a different campaign or by a different agent (in a CBHOLD scenario) and is now in a terminal disposition.

Fix: The callback_check process checks lead status before injecting into the hopper, but the check is not atomic. In high-volume environments, there is a small race condition window. Minimize this by ensuring disposition workflows mark leads as DNC, SALE, or other terminal statuses immediately upon conversation end, not during wrap time.

Hopper Contention

Problem: Callbacks fire and inject into the hopper, but the hopper is already full of regular leads. The callback lead sits in the hopper competing with thousands of other leads.

Fix: Callbacks are injected with higher priority than regular hopper leads by default. Verify this by checking the priority column in the vicidial_hopper table --- callback leads should have a higher priority value. If callbacks are not getting dialed promptly, the issue is likely agent availability, not hopper contention. Increase your dial level or add agents during peak callback windows.

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DNC Interaction with Callbacks

A common question: what happens if a lead is added to the DNC list after a callback is scheduled but before it fires?

VICIdial’s callback_check process runs a DNC check before injecting the lead into the hopper. If the lead’s phone number has been added to the internal DNC list or the campaign’s DNC list since the callback was scheduled, the callback will not fire. The callback status remains LIVE, effectively dead but not cleaned up.

Best practice: Run a monthly cleanup of dead callbacks:

-- Deactivate callbacks for leads that are now DNC
UPDATE vicidial_callbacks vc
JOIN vicidial_list vl ON vc.lead_id = vl.lead_id
SET vc.status = 'INACTIVE'
WHERE vc.status = 'LIVE'
  AND vl.status IN ('DNC', 'DNCL', 'DNCC');

-- Deactivate callbacks for leads that have been sold
UPDATE vicidial_callbacks vc
JOIN vicidial_list vl ON vc.lead_id = vl.lead_id
SET vc.status = 'INACTIVE'
WHERE vc.status = 'LIVE'
  AND vl.status IN ('SALE', 'XSALE');

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Integration with External CRM Callback Schedulers

Many VICIdial operations use an external CRM alongside VICIdial. The CRM often has its own callback/task scheduling system. Running dual callback systems (VICIdial callbacks and CRM tasks) creates confusion and missed follow-ups.

The recommended approach: Use one system as the source of truth for callbacks. Most operations choose one of two patterns:

Pattern 1: VICIdial as Callback Master

All callbacks are scheduled through VICIdial. The CRM is notified via Start Call URL when callbacks fire. Agent notes from VICIdial’s callback interface are synced to the CRM via the API.

Advantages: Callbacks are dialed automatically by the predictive dialer. No manual agent action required to initiate the callback.

How to implement:

1. Set Start Call URL to notify your CRM: https://crm.example.com/webhook/callback?lead_id=--A--lead_id--B--
2. Use VICIdial’s agent-side web form to display CRM lead data during the callback
3. Sync callback dispositions back to the CRM via VICIdial’s dispo_call_url setting

Pattern 2: CRM as Callback Master

The CRM schedules callbacks. A middleware script monitors CRM callback tasks and creates corresponding VICIdial callbacks via the API. VICIdial handles the dialing.

Advantages: Callback scheduling benefits from CRM context (deal stage, activity history, priority scoring). Agents manage callbacks in one place (the CRM).

How to implement:

1. Build a polling script or webhook listener that watches for new CRM callback tasks
2. Use VICIdial’s non-agent API to create callbacks: /vicidial/non_agent_api.php?function=add_callback&lead_id=X&callback_time=Y
3. When VICIdial fires the callback, use Start Call URL to update the CRM task status

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Agent Training: Getting Callbacks Right

The best callback system in the world fails if agents do not use it correctly. Here is what to train on.

When to Use CALLBK vs CBHOLD

Scenario	Correct Disposition	Why
Prospect says “call me back at 3”	CALLBK	They expect the same person
Prospect is in a meeting, no specific request	CBHOLD	Timing matters, person does not
Prospect wants to discuss with spouse first	CALLBK	Agent has context on the conversation
No answer, want to retry later	Use lead recycling	Not a callback --- this is a retry
Prospect says “not interested right now”	NA or NI	Not a callback --- this is a rejection

The most common agent mistake is using CALLBK as a dumping ground for leads they do not want to deal with. If a lead said “not interested,” that is an NI disposition, not a callback. If the agent wants to try a lead again because they think the lead has potential, that is what lead recycling handles. Callbacks are for leads that have expressed interest and requested a specific follow-up.

Writing Effective Callback Notes

Train agents to include these four elements in every callback note:

1. What was discussed --- “Quoted $180/month for premium plan”
2. Why the callback --- “In a meeting, can’t talk now”
3. When to call --- Already captured in the date/time field, but context helps: “After 2 PM, she picks up kids at 3”
4. How to open --- “Ask for Jennifer, reference the premium plan quote”

Bad callback note: “call back later” Good callback note: “Jennifer, interested in premium @ $180/mo, in a meeting until 2PM ET, ask about spouse add-on”

The difference in callback conversion between agents who write good notes and agents who write “call back” is measurable and significant. In operations we manage at ViciStack, agents with detailed callback notes convert callbacks at 2-3x the rate of agents with minimal notes.

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Advanced: Callback Priority and Routing

Callback Priority in the Hopper

By default, callbacks enter the hopper with a priority of 99 (higher number = higher priority, normal leads default to 0). You can adjust this in the campaign settings if you need callbacks to have even higher priority or if you want to balance them with other priority leads.

Check current callback priority:

-- See callbacks in the hopper and their priorities
SELECT vh.lead_id, vh.priority, vh.source, vc.callback_time, vc.user
FROM vicidial_hopper vh
JOIN vicidial_callbacks vc ON vh.lead_id = vc.lead_id AND vc.status = 'ACTIVE'
WHERE vh.campaign_id = 'SALES'
ORDER BY vh.priority DESC;

Callback Routing for Blended Campaigns

If you are running a blended campaign (outbound dialing with inbound overflow), callbacks interact with the closer campaigns settings. When a callback fires in a blended campaign:

1. The callback lead enters the outbound hopper
2. If the campaign has Campaign Allow Inbound enabled, the callback competes with inbound calls for agent attention
3. Inbound calls typically take priority over outbound dials (including callbacks)

For operations where callback completion is critical, consider dedicating specific agents to callbacks during peak callback hours rather than running fully blended.

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Frequently Asked Questions

What happens to callbacks when I pause or deactivate a campaign?

When a campaign is paused or deactivated, the callback_check process still runs and evaluates callbacks for that campaign. However, since no agents are logged into the campaign, the callbacks remain in LIVE status. They will fire once the campaign is reactivated and agents log in. Callbacks do not expire unless you manually deactivate them or they exceed the Callback Days Limit setting.

Can an agent see their pending callbacks before they fire?

Yes. In the VICIdial agent interface, agents can view their scheduled callbacks by clicking the “Callbacks” button (if enabled in the campaign settings). This shows a list of all LIVE callbacks assigned to them with dates, times, and notes. Agents cannot edit the callback time from this view --- they need to contact a manager to reschedule.

How many callbacks can VICIdial handle simultaneously?

There is no hard limit in VICIdial’s callback system. The callback_check script processes all pending callbacks every 60 seconds. Practically, the bottleneck is agent availability, not the callback engine. Operations with 1,000+ pending callbacks across multiple campaigns run without issues. However, if you have more pending callbacks than available agent hours, your completion rate will suffer.

Can I schedule callbacks for a different campaign than the one the lead was dialed from?

Not through the standard agent interface. The CALLBK and CBHOLD dispositions create callbacks for the current campaign. To schedule a callback for a different campaign, you need to use the non-agent API or direct database insert. This is a valid use case for cross-sell campaigns where an agent on Campaign A identifies a lead that should be called by Campaign B.

How do I prevent agents from abusing callbacks to avoid cold calling?

Set the Callback Active Limit in campaign settings to a reasonable number (20-50 depending on your sales cycle). Monitor the callback-to-dial ratio per agent --- an agent scheduling callbacks on 30%+ of their calls is likely gaming the system. Run the callback conversion report weekly: agents whose callbacks convert at the same rate as cold dials are not adding value with their callbacks.

Do callbacks respect the daily call limit for a lead?

Yes. If you have set a daily call limit on the campaign (e.g., max 3 calls per lead per day), callbacks count toward that limit. If a lead has already been called 3 times today and a callback fires, it will be held until the next day. This is correct behavior for TCPA compliance but can surprise agents who schedule same-day callbacks for leads that have already been dialed multiple times.

Can I bulk-schedule callbacks via file upload?

Not through the standard VICIdial admin interface. However, you can create a script that reads a CSV file and inserts callbacks via the non-agent API or direct vicidial_callbacks table inserts. This is common for operations migrating from another dialer or re-engaging a batch of aged leads with scheduled follow-up times.

#!/bin/bash
# bulk_callbacks.sh - Schedule callbacks from a CSV file
# CSV format: lead_id,callback_datetime,agent,notes
while IFS=',' read -r lead_id callback_time agent notes; do
    curl -s "https://your-server/vicidial/non_agent_api.php" \
        --data-urlencode "source=bulk_cb" \
        --data-urlencode "user=API_USER" \
        --data-urlencode "pass=API_PASS" \
        --data-urlencode "function=add_callback" \
        --data-urlencode "lead_id=${lead_id}" \
        --data-urlencode "campaign_id=SALES" \
        --data-urlencode "callback_time=${callback_time}" \
        --data-urlencode "recipient=USERONLY" \
        --data-urlencode "callback_user=${agent}" \
        --data-urlencode "callback_comments=${notes}"
done < callbacks.csv

What is the difference between callbacks and lead recycling?

Lead recycling is an automatic retry mechanism that reschedules leads based on disposition rules (e.g., retry all “No Answer” leads after 2 hours). It operates on bulk populations of leads. Callbacks are individual, agent-initiated (or API-initiated) scheduled follow-ups for specific leads at specific times. Recycling handles the leads nobody answered. Callbacks handle the leads that answered and asked for a follow-up. Use both --- they serve completely different functions.