If a user gives ownership of a record to another user, callbacks related to that record can be set to remain with the original owner, or transfer to the new owner.
A field called Callback Settings on the Company Information page defines this behavior. The default option causes callbacks always to remain with the initiating owner. A second option links callback ownership to the current record owner, insuring that they move to a new user when ownership is transferred.
This setting also comes into play when a callback is set up after a call has been transferred. If the setting is set to Initiating User, the callback will go to whoever created it. If it is set to Current Record Owner, it will go to the owner of the record.
A field entitled Callback Settings can be found on the the Company Information page. It is in the Telephony Settings section:
The Callback Settings field contains a dropdown with the two options:
Whenever you change the value in the Callback Settings field and press Save, a warning appears to notify you of the change. Notice that changes to this setting are retroactive -- they apply to all existing callbacks, not just new ones created from this point forward.
If the field has been changed from "Current Record Owner" to "Initiating User," the following pop-up window will display:
If the field has been changed from "Initiating User" to "Current Record Owner," this pop-up window will display:
In either case, clicking OK confirms the change and clicking Cancel brings you user back to the edit page without making the change.
Here are some examples of this feature in action to help you visualize the way it works.