scheduled_callbacks

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.

Recommended Configuration

| 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

• Navigate to Admin > Campaigns

• Select campaign

• Enable Scheduled Callbacks option

• Configure callback lock (agent-specific vs. any-agent)

• Set callback notification lead time

• Ensure CALLBK status is in dial_status_filter for callback dialing

• 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

ViciStack Module

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.