A phone callback system for busy queues
A phone callback system does one thing that changes the whole caller experience: it lets people stop holding. Rather than waiting on the line, a customer chooses a callback, hangs up, and the phone rings when it is their turn — no lost place, no wasted time on hold.
One requirement to know up front: QueueCallback works with RingCentral RingEX. It is a purpose-built callback layer for RingCentral call queues, not a standalone phone system. If your queues run on RingCentral RingEX or MVP, you are in the right place. If you are on a different platform, this is not the tool for you — and we would rather tell you now than waste your time.
How the callback works
The mechanics are what make a callback system trustworthy. Here is the full path a call takes through QueueCallback:
- A caller is waiting in your RingCentral queue and is offered a callback instead of holding.
- They opt in and confirm a callback number — the one they called from, or any other 10-digit number that works for them.
- QueueCallback places a live placeholder call that holds their exact position in the queue, so the queue advances normally.
- When the placeholder reaches the front, QueueCallback dials the caller back and bridges them to an available agent.
If a callback attempt does not connect, it is automatically re-queued, and a live dashboard shows every active, queued, and completed callback.
Native RingEX callback vs QueueCallback
RingCentral RingEX does include a native call-queue callback, so the honest question is not whether callback exists but whether the native one fits your queues. The native callback is a paid add-on licensed per agent, it can only ring back the number the caller dialed in on, and it is bounded by the queue’s maximum wait window — so on a long-running queue it can time out before it helps.
QueueCallback removes those three limits: it holds a caller’s place for hours if needed, lets the caller be reached on any 10-digit number, and is priced per queue at a flat $100/month with unlimited agents and unlimited callbacks. It also runs callback prompts in English, Spanish, and French, with more on request. For the full answer to whether native callback covers your case, see does RingCentral have callback.
Frequently asked questions
What is a phone callback system?
A phone callback system lets a caller waiting in a queue choose to be called back instead of holding. The system returns the call automatically when an agent is free. A good one keeps the caller's place in line, so the callback lands at the same time they would have reached an agent by holding.
What phone system does QueueCallback work with?
QueueCallback works specifically with RingCentral RingEX and MVP. It adds callback to the RingCentral call queues you already run and needs one unassigned RingCentral user license per queue. If you are not on RingCentral, it is not the right fit — QueueCallback is purpose-built for the RingCentral ecosystem.
How does it call the customer back?
When a waiting caller opts in, QueueCallback confirms a callback number, holds their queue position with a live placeholder call, and dials them back when it is their turn, bridging them to an available agent. The caller can be reached on any 10-digit number they choose, not only the line they called from.
How much does a phone callback system cost?
QueueCallback is $100 per month per RingCentral queue, month-to-month, with unlimited agents and unlimited callbacks. There is no per-agent charge and no Contact Center license required.
Set up your phone callback system
Add a phone callback system to your RingCentral RingEX or MVP plan. $100/mo per queue, unlimited agents, unlimited callbacks, live in 1–2 days.