An abandoned call solution that recovers the caller
Every abandoned call is a customer who tried to reach you and gave up. Some were ready to buy, some needed help they will now get somewhere else — and none of them left a way to follow up. An abandoned call solution’s whole job is to stop that leak by keeping the caller in play instead of losing them to the wait.
For RingCentral RingEX call queues. QueueCallback converts would-be abandons into completed callbacks on the RingCentral queues you already run — no Contact Center license.
Why callers hang up — and where the money goes
Callers abandon when the wait outlasts their patience. It spikes at the exact moments you can least afford it: your busiest hours, right after a promotion, the Monday morning rush. Adding agents to cover those peaks is slow and expensive, and it leaves you overstaffed the rest of the week. The cheaper move is to stop making callers wait on the line in the first place.
That is the difference between shaving a few seconds off the wait and actually recovering the call. If the caller never has to sit on hold, there is nothing to abandon.
How QueueCallback recovers abandoned calls
QueueCallback offers each waiting caller a callback instead of continued holding. When a caller opts in, it injects a live placeholder call into your RingCentral queue to hold their exact position, then dials the caller back and bridges them to an agent when it is their turn. The caller who would have hung up becomes a completed callback — recovered, not lost.
It runs on your existing RingCentral RingEX or MVP plan and needs one unassigned RingCentral user license per queue. For the RingCentral analytics side — how abandoned calls are counted, and how they differ from refused calls — see the dedicated RingCentral abandoned calls page.
Built for the queues that abandon most
Abandoned calls concentrate on busy, long-wait, multi-agent queues — which is exactly where RingCentral’s native callback runs into its limits. Here is how a purpose-built solution differs:
Holds a place for hours, not minutes
Native RingEX callback is bounded by the queue's maximum wait window. QueueCallback keeps the caller's spot for as long as you configure, so long-running queues still convert.
Any 10-digit callback number
Native callback only rings back the number the caller dialed in on. QueueCallback lets the caller confirm that number or enter any other 10-digit number — built for shared and reception lines.
Per queue, not per agent
Native callback is licensed per agent on the queue, so cost stacks as you add agents. QueueCallback is a flat $100/month per queue, with unlimited agents and unlimited callbacks.
Multilingual callback prompts
QueueCallback runs its callback IVR in English, Spanish, and French, with more available on request.
Purpose-built callback depth
Configurable extended wait times, flexible callback number, auto-requeue of failed callbacks, and a real-time callback dashboard — callback as a product, not a checkbox.
Frequently asked questions
What is the best solution for abandoned calls?
The most direct solution is to remove the wait that causes the hang-up. Offering waiting callers a callback that holds their place in line converts the calls that would have been abandoned into scheduled callbacks. It targets the abandoned bucket specifically, rather than only trying to answer faster.
How does a callback reduce abandoned calls?
An abandoned call is a caller who gave up while waiting. If that caller can instead opt for a callback and keep their exact place in line, they hang up as a scheduled callback rather than a lost call. When it is their turn, the system rings them back and connects them to an agent, so the abandon never happens.
Will this work with our current phone system?
QueueCallback is built for RingCentral RingEX and MVP. If your call queues run on RingCentral, it works with them directly and needs one unassigned RingCentral user license per queue. It is not a general add-on for other phone platforms.
Do we need RingCentral Contact Center to fix abandoned calls?
No. QueueCallback adds callback-in-queue to your existing RingCentral RingEX or MVP plan for $100/month per queue, with unlimited agents and unlimited callbacks. You do not need to move to RingCX or a Contact Center license to recover abandoned calls.
Stop losing calls to the wait
Add an abandoned call solution to your RingCentral RingEX or MVP plan. $100/mo per queue, unlimited agents, unlimited callbacks, live in 1–2 days.