What the Useronly Move Minutes setting does

Scheduled Callbacks Useronly Move Minutes is a campaign setting that decides how long an overdue personal callback stays locked to its owner before VICIdial hands it off. A USERONLY Scheduled callback can only be dialed by the Agent who set it. This setting puts a clock on that exclusivity.

The exact behavior

Set it to any number greater than zero and VICIdial will take every USERONLY callback that is that many minutes past its scheduled time and change it into an ANYONE callback. ANYONE means any free agent on the Campaign can dial it. This process runs every minute. The default value is 0, which disables it entirely, so USERONLY callbacks stay with their owner indefinitely.

The number you enter is a delay measured from the callback's trigger time, not from when the agent set it. A callback scheduled for 2:00 PM with Move Minutes set to 45 will convert at 2:45 PM if it has not been dialed by then. The clock does not start ticking until the callback is actually due, so a callback booked three days out stays comfortably USERONLY until its own scheduled time arrives.

Because the check runs once a minute, the conversion is prompt but not instant to the second. In practice the small delay never matters; what matters is that an overdue personal callback does not sit untouched while its owner is unavailable. The whole point is to keep promised calls moving.

How the conversion flows

flowchart TD
  A[USERONLY callback set] --> B[Trigger time arrives]
  B --> C{Dialed by owner?}
  C -->|Yes| D[Done]
  C -->|No| E[Wait Move Minutes]
  E --> F[Convert to ANYONE]
  F --> G[Enters the hopper]
  G --> H[Any free agent dials it]

Once converted, the callback is no longer owned by one person and flows into normal campaign dialing through the Hopper. The customer record and its Disposition history stay the same; only the ownership of the callback changes.

Worth being clear about what this setting does not do. It does not delete callbacks, it does not change their scheduled time, and it does not touch ANYONE callbacks that were already ANYONE to begin with. It acts on exactly one population: USERONLY callbacks that have passed their due time by more than your chosen number of minutes. Everything else is left alone.

When to set it

Use it when you would rather a customer get called by anyone than not get called at all. Teams with rotating shifts or part-time agents benefit most, because a personal callback set by someone who is now off shift would otherwise go nowhere. Keep it at 0 if your callbacks must stay with the original agent for relationship or commission reasons.

A practical way to choose a number is to look at your average gap between an agent setting a callback and being free again. If agents are usually back within an hour, a 60 to 90 minute window respects their ownership while still rescuing genuinely abandoned callbacks. Start conservative, watch how many conversions actually happen, and tighten from there.

It pairs naturally with the way USERONLY dialing already works. To see how reserved callbacks reach an agent in the first place, read how USERONLY callbacks get dialed, and for the campaign-wide setup, see the scheduled callbacks overview.

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