Your VICIdial Callbacks Are Broken — Here's Why Nobody's Getting Called Back

A prospect tells your agent "call me back at 2." The agent dispositions the call, types a note, and moves on. At 2 PM, nothing happens. The callback was never scheduled, or it was scheduled but fired when the agent was at lunch, or it fired but routed to a stranger who opened cold. The prospect hangs up. This happens thousands of times daily across VICIdial operations. Not because the system can't handle callbacks — VICIdial has one of the most capable callback engines of any dialer — but because almost nobody configures it properly. CALLBK vs CBHOLD: The Difference That Matters VICIdial has two main callback dispositions, and most agents don't understand when to use which: CALLBK creates a callback tied to the specific agent. Only that agent gets the call when it fires. Use this when the prospect asked for the same person, or when the agent built rapport and has context that matters for the close. CBHOLD creates a callback that routes to any available agent in the campaign. Use this w