Callback not firing at scheduled time

Symptoms

• •Agent or customer expected callback at X time, call never made
• •vicidial_callbacks table shows the entry, still marked ACTIVE past the callback time
• •Hopper never pulls the callback lead

Common causes

• •Callback status (`status='ACTIVE'`) not being queried by hopper fill
• •Time zone mismatch between server and lead's expected callback time
• •Personal callback but the assigned agent isn't logged in at the callback time
• •Campaign rules excluding the callback state

How to fix it

1. 1
   Verify callback is ACTIVE: `SELECT * FROM vicidial_callbacks WHERE lead_id=X`
2. 2
   Check lead's current status, may have been updated by another process
3. 3
   Review campaign's `dial_statuses` to ensure CALLBK is included
4. 4
   Confirm server timezone and lead time-zone alignment