a system manages inbound and outbound transactions in a contact center that executes software , and one or more data repositories . the software provides a function designating in agent profiles stored in a data repository , individual agents or groups of agents as capable of operating in either the inbound or outbound campaign , a function monitoring activity in both the inbound and the outbound campaign via software executing on one or more servers in the contact center , a function identifying a change in activity in one of the campaigns that qualifies for reassignment of one or more agents , a function selecting an agent or a group of agents to transfer , a function notifying the agent or group of agents of the pending transfer and the time that the transfer will be accomplished , and a function transferring the agent or the group of agents from the one campaign to the other campaign .