How to filter stale callbacks live and uncalled for over X days

Not every pending Scheduled callback is worth keeping. Some slip through the cracks — an Agent goes on leave, a Campaign gets deprioritized, or a list grows faster than agents can work it. The result is a backlog of callbacks that are technically still ACTIVE but have been sitting uncalled for weeks or months, long past the date the contact expected to hear from you. VICIdial's Callbacks Bulk Move page gives you a precise way to surface exactly these records: the "Live and uncalled for over XX days" drop-down. It does not purge blindly; it filters to callbacks whose scheduled contact time is more than a chosen number of days in the past, so you can move, reassign, or clean them up deliberately rather than guessing which ones are stale.

How the filter works

The drop-down menu lets you pick a day threshold. When you choose a value — say, 14 days — VICIdial compares each callback's scheduled contact date to the current date and time. A callback qualifies for the filtered set if three conditions are all true: the scheduled time is more than 14 days in the past, the row is still LIVE in the callbacks table, and the corresponding record in vicidial_list still carries a callback Disposition, meaning it has not been called, has not called in, and no one has modified the dispo. Records newer than your threshold, already-called records, and INACTIVE rows are all excluded. Crucially, this criterion stacks with every other selector on the page — the campaigns, Lead list selections, user groups, and agent filters you set all apply simultaneously, so the final set of callbacks that the bulk move will act on is the intersection of all chosen criteria.

flowchart TD
  A[Callback record] --> B{Status LIVE in callbacks table?}
  B -->|No| Z[Excluded]
  B -->|Yes| C{Still uncalled in vicidial_list?}
  C -->|No| Z
  C -->|Yes| D{Scheduled time older than X days?}
  D -->|No| Z
  D -->|Yes| E{Matches campaign / list / agent filter?}
  E -->|No| Z
  E -->|Yes| F[Included in bulk move target set]

Step-by-step: using the filter

1. Open Admin > Callbacks Bulk Move.
2. Select the campaigns, lists, or agents you want to scope the operation to. Leaving all selectors blank searches across the entire system.
3. In the "Live and uncalled for over XX days" drop-down, choose your threshold. Common choices are 7, 14, or 30 days depending on your callback SLA and how aggressively you want to reclaim stale records.
4. Set a Transfer to List ID to move matched callbacks to a holding or review list, or set a New Status to mark them for supervisor review without physically relocating them.
5. Review the count shown before confirming. If the number looks much higher than expected, tighten your campaign or date-threshold filter before proceeding.

Practical uses and important gotchas

The most common use is periodic hygiene. Many operations teams run Callbacks Bulk Move weekly, picking a 14-day threshold, and moving stale records into a dedicated "STALE_CB" list for a supervisor to review before anyone dials. This prevents agents from working callbacks so old that the contact has forgotten they requested a return call — a conversation that tends to go poorly. A second use is compliance enforcement: if your legal team has identified a window after which uncalled callbacks must be dispositioned or purged, this filter lets you enforce that window systematically rather than relying on agent discipline.

One thing to keep in mind: the filter is based on the scheduled callback date, not on when the Lead was originally loaded or when the callback was created. A contact who was scheduled for a callback 40 days from now but whose callback was set up yesterday will not appear in a 30-day filter — the scheduled date is still in the future. The filter catches overdue callbacks, not old leads in general. If you want to act on leads by their original load date or by how many times they have been called, that is a different operation handled through the standard lead management tools. See our overview of VICIdial basic lead management tools for that workflow. For the full context of all the bulk options on this page, see the VICIdial admin bulk tools guide.

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