vicidial.org

I had an interesting question come up today and I haven't been able to find the answer in the forums or the manual. If a rep has already completed a call and dispositioned as something else is there a way to go back in and manually set a callback on that lead? I had a rep take a call and click the wrong dispo by accident. He asked me to set a callback hold on it but I can't find a way to manually do it.

Search for a lead (under lists). Then modify the lead. The modify lead page has the ability to modify the status to callback (then save), and to assign a date/time/user to the callback. The user could also be allowed to view prior calls (view log) and could manual dial and hangup immediately ... and this time disposition properly as well.

You should create a fake user and turn on all the bells and whistles for that user, then log in as him. You'll see there are a great many options available for logged in agents. Too many, perhaps. LOL

I agree the number of options is almost too much! I figured out what I did wrong I was trying to set it as CLLBK and not CBHOLD. That is why it wouldn't let me modify the call back

If you enable view call log, the agent could then find it from his recent calls and redisposition it himself after pulling it back up.