VICIdial & agents · Agent workflow · callbacks

Schedule an agent-only VICIdial callback

Enable and verify an agent-owned test callback, then retrieve it through the assigned agent's screen.

By Vicigeek Editorial DeskStep-by-step guide3 minute readUpdated November 4, 2026

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1. Check the test agent's permissions

In Administration → Users → Show Users open the approved synthetic user, for example learner1. Find Scheduled Callbacks, Agent-Only Callbacks and Agent Call Manual under Agent Interface Options.
The official QC manual describes values of 1 for these permissions in its callback workflow; verify the labels and available values on the installed build. Agent Call Manual is relevant when this agent must manually place the follow-up.
Record the old values, change only the approved test permissions if required, SUBMIT and reopen the user. Also verify the user group is allowed to access the test campaign.

You should seeThe saved record should show the approved settings. Permission alone does not establish that a callback was scheduled.

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After an authorized test interaction, choose the campaign’s callback disposition on the actual disposition screen. Select the agent-only recipient option if that control is available; UI wording varies by configuration.
Use a worksheet before submitting: test lead ID from list 90001, owner learner1, a future date and time in the confirmed displayed time zone, and comment LAB CALLBACK TEST. USERONLY is an API recipient value; do not assume it is the exact screen label.
Review the displayed owner and time, submit once, then open the agent’s callback list. If the expected choice or save confirmation is missing, stop and ask the supervisor rather than creating a duplicate.

You should seeThe expected result is a task assigned to learner1 at the agreed time. No scheduling dialog or saved callback was recorded.

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Open the Agent callback list and locate the synthetic lead; compare owner, date and time with the intended values.
If absent, check the selected campaign, time zone and agent permissions; ask a supervisor to inspect the saved callback before creating another.
The official status reference describes CBHOLD as holding both an agent-only callback and an ANYONE callback before its trigger.

You should seeA visible scheduled item establishes a saved task, not a completed follow-up.

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At the agreed time, sign in as the assigned agent and select the callback using the available Agent control.
Only dial if the test destination and manual-dial permission are approved; otherwise stop at the visible callback.
After an actual test call, save the correct disposition and verify the callback state through the supervisor's workflow.

You should seeRecord whether the task was retrieved and, separately, whether a call was actually made.

Checks and sources

Instructions are based on the linked project documentation and sanitized interface captures. The captures do not prove registration, a completed call, a transfer, callback or audio quality.
The lab runs VICIdial SVN 4037, database schema 1748 and Asterisk 18.26.4-vici. Labels, enabled features and provider requirements can differ on another installation.
No callback scheduling dialog or assigned callback was recorded. The linked VICIdial status reference supports the callback state definitions; the numbered steps describe the expected workflow without claiming it was performed.

Primary references