Callback in Queue

Callback in Queue adds automated "press 1 for a callback" — virtual hold — to your RingCentral call queues, without an expensive contact center license. When a queue is busy, a caller can choose a callback instead of holding, confirm or change their callback number, hang up, and get called back automatically when an agent is free. Fewer abandoned calls, happier callers, and no change to the RingEX plan you already run.

How It Works

1. Customer Choice: a caller in the queue chooses a callback instead of holding.
2. Number Confirmation: our IVR confirms the number to call back — the caller can enter any 10-digit number, not just the line they called from.
3. Queue Placement: Callback in Queue holds a spot for them in the queue with a live placeholder call. If the queue's wait limit is reached, it automatically re-queues the callback.
4. Agent Connection: when an agent is available, the system dials the customer back and bridges the call.

Purpose-Built Callback That Goes Further

RingEX also offers a native callback add-on. Callback in Queue is purpose-built for callbacks and goes further:

1. Callbacks extend past RingCentral's queue limits. When a queue's wait limit is reached, Callback in Queue automatically re-queues the callback, so it can stay open for hours.
2. Call them back on any number. Calling from the office main line? Callers can enter their cell or direct number (any 10-digit number), so the callback reaches them, not the front desk.
3. One flat price per queue, not per agent. $100/month per queue, with unlimited callers waiting and unlimited agents. No per-agent licensing math.
4. Speak your customers' language. Callback prompts run in English, Spanish, and French (more languages on request).
5. Depth, not a checkbox. Automatic re-queue past your queue's limits, a real-time callback dashboard with live analytics, and a custom IVR flow builder.

Pricing

14-day free trial, no credit card needed. Then $100/month per queue, with unlimited callers waiting and unlimited callbacks. Month-to-month, no contract. Add a queue whenever you need one.

Requirements

1. RingCentral RingEX Advanced or Ultra, or MVP Standard or Premium
2. One extra RingCentral user per queue, for Callback in Queue to connect to

No contact center licenses needed. Setup takes 1–2 days — it is a web portal, with no software to install and no annual lock-in.

Custom IVR solutions: beyond callback, our team also designs and builds custom IVR flows and tailored call-handling solutions for your business. Contact [email protected] to learn more.

Start your 14-day free trial — sign up for Callback in Queue

Need help configuring? See the setup guide.