CALLBK — Callback Scheduled

What CALLBK Means

A specific callback appointment has been scheduled with this contact. The agent committed to calling back at a specific date and time. CALLBK leads are high-priority — a committed appointment represents significant sales opportunity.

When This Status Is Set

CALLBK is set by agents when a contact explicitly requests a callback at a specific date and time, and the agent commits to that appointment through VICIdial’s callback scheduling interface. The agent selects the callback date, time, and optionally locks the callback to themselves using the agent-specific callback feature. The scheduled callback is written to the vicidial_callbacks table with the callback_time, lead_id, user (agent), and campaign_id fields populated. For this feature to function, scheduled_callbacks must be enabled in the campaign settings — without it, agents will not see the callback scheduling form on the disposition screen. CALLBK represents the highest-intent disposition short of a SALE because the contact has agreed to a future conversation.

Impact on List Management

CALLBK leads must be included in your dial_status_filter so VICIdial’s callback engine can inject them into the hopper at or before their scheduled time. The system checks the vicidial_callbacks table periodically and loads qualifying leads into the hopper when callback_time approaches, prioritizing them above standard recycled leads. If using agent-locked callbacks, the lead is presented only to the agent who scheduled it — otherwise it enters the general hopper for any available agent. Missed callbacks (where the scheduled time passes without a dial attempt) damage contact trust and conversion rates, so monitor the vicidial_callbacks table for entries where status remains ACTIVE past the callback_time. CALLBK leads that fail to connect on the scheduled attempt should be re-queued with a short delay rather than falling back into the general recycling pool.

Best Practices

• Include CALLBK in dial_status_filter to ensure callbacks are dialed on time — missed appointments directly reduce conversion rates

• Enable scheduled_callbacks in campaign settings and configure the callback alert window so agents receive notification before the scheduled time

• Assign callbacks to the same agent who made the commitment when possible using agent-locked callbacks to maintain relationship continuity

• Monitor callback show rate — low show rates indicate agents are overpromising or scheduling callbacks too far in the future

• Track the CALLBK-to-SALE conversion rate as a key agent performance metric — it measures how effectively agents convert their committed appointments

Admin Configuration

The callback scheduling feature is enabled per-campaign under Campaign Detail → Callback Settings, where you configure scheduled_callbacks, the callback alert window, agent-lock behavior, and the maximum number of days into the future an agent can schedule. CALLBK is a campaign-level status defined in Admin → System Statuses (or Campaign Detail → Statuses for campaign-specific overrides) with callable set to Y. Active callbacks are stored in the vicidial_callbacks table and can be reviewed through Admin → Callbacks or via the real-time report’s callback summary. Lead recycling for CALLBK is handled by the callback engine rather than standard lead_recycling rules.

ViciStack’s List Management module monitors disposition distribution in real time — automatically adjusting recycling logic, dial_status_filter priorities, and hopper fill strategies based on how your dispositions are trending. No manual SQL, no spreadsheet audits.