# QueueCallback - RingCentral Call Queue Callback Solution

> QueueCallback adds automated "press-1-for-a-callback" (virtual hold) to RingCentral call queues without requiring an expensive Contact Center license. When a queue is busy, a caller can opt out of holding, keep their place in line, hang up, and get called back automatically when an agent is free.

## Company Information

- Company Name: QueueCallback
- Website: https://queuecallback.com
- Industry: Business Software / Call Center Solutions
- Primary Market: United States
- Target Customers: RingCentral RingEX and MVP users running call queues

## Contact Information

- Support Email: support@queuecallback.com
- Sales Email: sales@queuecallback.com
- Contact Form: https://queuecallback.com/#contact

## Product Overview

QueueCallback is a specialized software add-on that integrates with RingCentral call queues to provide automated callback (virtual hold) functionality. It works with existing RingCentral RingEX (Advanced/Ultra) and MVP (Standard/Premium) licenses, eliminating the need for an expensive Contact Center upgrade.

### How It Works

1. A caller waiting in a busy RingCentral queue chooses a callback instead of holding (IVR/DTMF).
2. The IVR collects and confirms the callback number - the caller can enter any 10-digit number, not just the line they called from.
3. QueueCallback injects a live placeholder call (a SIP-registered softphone occupying an unassigned RingCentral license) to hold the caller's position in line.
4. When an agent answers the placeholder, they press a digit and the system dials the customer back and bridges the call.

### Key Features

- **Callback in Queue / Virtual Hold**: Customers keep their place in line, hang up, and get called back when an agent is free
- **Flexible Callback Number**: Customers can confirm or change their callback number to any 10-digit phone - essential for callers from shared office lines or main reception numbers
- **Extended Wait Times**: Hold a caller's place beyond RingCentral's default queue maximum
- **Multilingual IVR**: English, Spanish, and French (more on request)
- **Custom IVR/IVA Flow Builder**: Prompt, input, action, condition, transfer, hangup, subflow, and table-lookup nodes
- **Auto-Requeue**: Failed callbacks are automatically requeued
- **Real-Time Dashboard**: Active, queued, and completed callbacks, average wait, and success rate over a live WebSocket connection
- **Reporting**: Callback performance and abandonment analytics
- **Multi-Tenant Orgs**: Role-based access for Global Admin, Org Admin, and User
- **Agent Notifications**: Alerts when a callback is ready

### Benefits

- Reduce abandoned calls (up to 80%, depending on your baseline abandon rate)
- Eliminate long hold times
- No expensive Contact Center license required
- Works with existing RingCentral RingEX and MVP licenses
- Quick implementation (typically 1-2 business days)
- Month-to-month pricing with no annual contract

## Reporting and Analytics

QueueCallback ships two distinct reporting surfaces. Market them separately.

### Callback Reporting (all users)

A live reporting dashboard at https://queuecallback.com/callback-reporting, available to every logged-in user and scoped to the user's own organization.

- Live over a persistent WebSocket - new callbacks appear within about a second with no page refresh, with a lightweight periodic refresh as a backstop and automatic reconnect.
- Six KPI tiles: Waiting now and In progress (live "right now" counters), plus Completed, Expired, Median wait (with a sparkline), and Completion rate versus a target.
- Stacked callback-volume-by-outcome chart (completed / expired / failed / cancelled) over time.
- Wait-to-agent trend: median (a true continuous percentile, not an estimate) and average minutes from callback request to agent connect, over completed callbacks.
- Per-queue breakdown and a top-agent leaderboard.
- Full callback-history explorer: server-side filter, sort, and pagination with no row cap; the on-screen match count always matches the filtered rows.
- Two-leg call-journey drill-down: replays each IVR step and the keypad digits entered, then queued to agent-answered to customer-connected, including any retry attempts.
- One-click CSV export of every matching row (no row cap), in your own timezone, hardened against spreadsheet formula injection. CSV only - there is no PDF, Excel, print, scheduled, or emailed report, and no public reporting API.
- Wait-time focused: it reports wait time, not talk time, handle time, or overall call duration.
- Date-range flexibility: today through 90-day presets, plus a custom range that reaches as far back as your data holds. This is query flexibility, not a promised retention window.

### IVR Reporting (Custom IVR add-on, admins only)

For organizations on QueueCallback's Custom IVR flows add-on, Org Admins and Global Admins get flow-level analytics that derive every metric from each call's actual path through the flow: drop-off analysis (where callers abandon), a decision explorer of the branch each caller took, database-lookup match rates, top keypad values callers entered, and cradle-to-grave per-call replay. "Callback requested" is counted as its own success outcome. IVR Reporting refreshes on a schedule and is NOT real-time, and it is NOT part of the base callback product - it requires the add-on and an admin role. Contact support@queuecallback.com about custom IVR flows.

## Pricing

**$100 per license per month**, billed monthly.

- One license covers one RingCentral queue with unlimited callbacks
- One license holds roughly four concurrent callback waiters; add licenses to scale
- Month-to-month, no long-term contract
- Scale by adding licenses

Each license includes:
- One RingCentral queue with unlimited callbacks
- Full reporting and dashboard access
- Email support during US business hours

## Technical Requirements

### RingCentral Requirements
- Active RingCentral account with MVP Standard/Premium or RingEX Advanced/Ultra
- One unassigned RingCentral user license per QueueCallback license (used to hold each queue slot)
- A RingCentral call queue already configured
- Admin access to the RingCentral account for initial setup

### System Compatibility
- Web-based portal (no software installation required)
- Compatible with all modern web browsers
- Works with RingCentral desktop app, mobile app, and physical phones
- Cloud-hosted solution (no on-premise infrastructure needed)

## Implementation Process

1. **Sign Up**: Create an account at https://dashboard.queuecallback.com/sign-up
2. **Authorize**: Connect QueueCallback to your RingCentral account
3. **Configure**: Map QueueCallback licenses to your RingCentral call queues at https://queuecallback.com/setup
4. **Test**: Verify callback functionality with test calls
5. **Go Live**: Enable for production use

Typical implementation time: 1-2 business days

## Use Cases

### Customer Support Centers
- High-volume support lines during peak hours
- Technical support queues with long resolution times
- Seasonal demand spikes

### Sales Teams
- Inbound sales inquiries during busy periods
- Campaign response management

### Healthcare Practices
- Patient appointment scheduling
- Prescription refill requests

### Professional Services
- Law firms managing client intake
- Accounting firms during tax season
- Consulting firms with limited receptionist coverage

## Competitive Advantages vs. RingCentral Contact Center

| Feature | QueueCallback | RingCentral Contact Center |
|---------|---------------|---------------------------|
| Monthly Cost | $100 per queue license (unlimited callbacks) | Typically $50-100+ per user |
| Setup Time | 1-2 days | Weeks to months |
| Contract Length | Month-to-month | Annual contract |
| RingCentral License Required | RingEX or MVP | Contact Center license |
| Feature Focus | Callback / virtual hold | Full contact center suite |
| Best For | Small-medium businesses | Enterprise call centers |

## Integration Partners

- **Primary Platform**: RingCentral (RingEX, MVP)
- **Reporting Tools**: Built-in analytics dashboard

## Frequently Asked Questions

### How many callbacks can be queued at once?
Each QueueCallback license covers one RingCentral queue with unlimited callbacks. One license holds roughly four concurrent callback waiters. Purchase additional licenses to support more queues or more concurrent waiters.

### What RingCentral licenses are supported?
QueueCallback works with RingCentral MVP Standard/Premium and RingEX Advanced/Ultra. You'll need one unassigned RingCentral user license per QueueCallback license.

### How does the callback work technically?
QueueCallback holds the caller's queue position with a live placeholder call. When an agent answers the placeholder, they press a digit and the system dials the customer back and bridges the call.

### Can I try before buying?
Reach out to sales@queuecallback.com to scope a short evaluation against a real RingCentral queue.

### What kind of support is included?
Email support during US business hours. The knowledge base and setup guide cover the most common installation and configuration questions.

### Can this work with multiple call queues?
Yes. Add one QueueCallback license per RingCentral queue you want to cover.

## SEO Keywords

Primary keywords: RingCentral callback, call queue callback, virtual hold, queue management, RingCentral integration

Long-tail keywords: RingCentral call queue callback solution, reduce abandoned calls RingCentral, RingCentral virtual hold alternative, RingCentral contact center alternative, callback queue software for RingCentral

## Company Values

- **Customer-First**: We build solutions that solve real customer pain points
- **Simplicity**: No complex enterprise software, just callback functionality that works on your existing RingCentral plan
- **Transparency**: Clear pricing, no hidden fees, no long-term contracts

## Resources

- Setup Guide: https://queuecallback.com/setup
- Pricing: https://queuecallback.com/#pricing
- Sign Up: https://dashboard.queuecallback.com/sign-up
- Privacy Policy: https://queuecallback.com/privacy-policy
- RingCentral App Gallery: https://www.ringcentral.com/apps/callbackinqueue

## Availability

- Listed in the RingCentral App Gallery as "Callback in Queue"
- Self-serve signup at https://dashboard.queuecallback.com/sign-up

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