How to Move All Callbacks from One Agent to Another

The Callbacks Transferral page in VICIdial reassigns every scheduled callback belonging to one agent to a different agent or list in a single operation.

A Scheduled callback is a commitment to call a Lead back at a specific time, often tied to a specific Agent who made a promise to that contact. When that agent leaves — resigns, changes shifts, or moves to a different campaign — those callbacks do not go away. They sit in the queue tied to an agent who will not be there to take them. The Callbacks Transferral page solves this by moving all of an agent's callbacks in a single bulk operation rather than requiring someone to open each lead record and reassign it manually.

What the page does

The Callbacks Transferral page reads all callbacks currently assigned to a selected source agent and moves them — either to a different named agent, or by converting them to ANYONE callbacks that any logged-in agent can take. Optionally, it can also move those leads to a different list ID, which is useful when you want the reassigned callbacks to land in a specific queue or dialing pool. The result is that no callback is orphaned when personnel changes happen.

sequenceDiagram
  participant Admin
  participant TransferralPage
  participant CallbackQueue
  participant DestAgent
  Admin->>TransferralPage: Select source agent
  Admin->>TransferralPage: Select destination agent or ANYONE
  Admin->>TransferralPage: Optionally set new list ID
  Admin->>TransferralPage: Submit
  TransferralPage->>CallbackQueue: Find all callbacks owned by source agent
  TransferralPage->>CallbackQueue: Reassign ownership to destination
  CallbackQueue->>DestAgent: Callbacks now appear in their queue
  TransferralPage->>Admin: Confirm count of callbacks moved

How to run a transferral

Open the Callbacks Transferral page in VICIdial admin.
Select the source agent — the one whose callbacks you want to move away from.
Select the destination agent, or choose the ANYONE option to make all callbacks available to any logged-in agent.
Optionally enter a new list ID if you want the callback leads moved to a different list at the same time.
Optionally assign a new Status (lead status) to the affected leads if the workflow requires a status change alongside the ownership transfer.
Submit the form and note the count of callbacks moved in the confirmation message.

Why this beats doing it lead by lead

An agent who has been working a campaign for a few weeks can easily accumulate dozens or hundreds of personal callbacks. Opening each lead record, changing the callback user assignment, and saving is a time-consuming process that is also error-prone — it is easy to skip a record or set the wrong agent. The transferral page applies the change to the entire set atomically, which means no callbacks are missed and you get a count you can verify against what you expected.

The tool is also useful outside the departure scenario. If you are restructuring a team — moving a block of accounts from one agent to another due to territory reassignment, performance reasons, or workload balancing — the same page handles it. Any time you need to change callback ownership for a whole agent's queue rather than for individual leads, this is the right tool.

What happens to the callback schedule

The transferral changes ownership of the callback — who it is assigned to — but it does not change the scheduled callback time. A callback that was set for 2:00 PM tomorrow remains scheduled for 2:00 PM tomorrow; only the Agent it will be offered to changes. If you also need to reschedule the callbacks, that requires a separate step either through the lead record or via the bulk move tools. Keep this in mind when handling departures: the callbacks may be assigned correctly after the transfer, but if the original times no longer make sense for your team's schedule, you may need to adjust them.

A Disposition update can accompany the transfer if your workflow tracks which callbacks have been redistributed. Setting a distinct status at transfer time makes it easy to pull a report later and confirm that all of a departed agent's callbacks were handled.

If you need to move callbacks across campaigns or lists rather than between agents, see how to bulk-move callbacks by campaign, list, or agent which covers the Callbacks Bulk Move utility. For the full picture of all the admin bulk tools in VICIdial, read our VICIdial admin bulk tools guide.

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