VICIdial Scheduled Callbacks: Complete Optimization Guide

Quick Reference

Setting Name

scheduled_callbacks

Default Value

N

Recommended

Y for sales and follow-up campaigns

Impact Level

High

Location in VICIdial

Admin > Campaigns > [Campaign] > Callback Settings

What Scheduled Callbacks Does

Enables agents to schedule future callback appointments directly from the disposition screen. When enabled, agents can set a date/time for a callback, optionally with a specific agent assigned. Scheduled callbacks appear in the agent's callback queue at the specified time.

Center Size Recommended Value Notes
10–25 Agents Y for sales and follow-up campaigns Start conservative, monitor for 48 hours before adjusting
25–100 Agents Y for sales and follow-up campaigns Scale gradually — larger operations amplify effects of misconfiguration
100–500 Agents Y for sales and follow-up campaigns Consult ViciStack optimization team for enterprise-scale tuning

How to Change This Setting

  1. 1 Navigate to Admin > Campaigns
  2. 2 Select campaign
  3. 3 Enable Scheduled Callbacks option
  4. 4 Configure callback lock (agent-specific vs. any-agent)
  5. 5 Set callback notification lead time
  6. 6 Ensure CALLBK status is in dial_status_filter for callback dialing
  7. 7 Submit

Common Problems

Callbacks not firing if VICIdial cron is not running properly

Agent-locked callbacks create scheduling conflicts if agent is absent

Too many callbacks create hopper priority issues

CALLBK status not in dial_status_filter means callbacks never dial

dial_status_filter Dial Status Filter Campaign lead_recycling Lead Recycling Campaign start_call_url Start Call URL Campaign wrap_up_seconds Wrap-Up Seconds Agent

ViciStack Module

How ViciStack Optimizes Scheduled Callbacks

ViciStack's List Management & Optimization module automatically monitors and optimizes scheduled_callbacks based on real-time performance data from your operation. Instead of manual tuning, ViciStack continuously analyzes call outcomes, agent performance, and contact rates to recommend and implement optimal values — often catching configuration drift before it affects your numbers.

Learn About List Management & Optimization →

Frequently Asked Questions

What does scheduled_callbacks do in VICIdial? +
Enables agents to schedule future callback appointments directly from the disposition screen. When enabled, agents can set a date/time for a callback, optionally with a specific agent assigned. Scheduled callbacks appear in the agent's callback queue at the specified time.
What is the recommended value for scheduled_callbacks? +
The recommended range for scheduled_callbacks is Y for sales and follow-up campaigns. The out-of-box default is N. Note that optimal values vary by operation size, campaign type, and carrier — use ViciStack's automated tuning to find your exact optimal configuration.
Can ViciStack automatically optimize scheduled_callbacks for me? +
Yes. ViciStack's List Management & Optimization module monitors scheduled_callbacks continuously and alerts you when the value drifts outside optimal range. On qualifying plans, ViciStack can automatically adjust this setting based on real-time performance data — no manual intervention required.

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