RingCentral callback vs QueueCallback
Both RingCentral and QueueCallback can deliver a callback to a caller waiting in a queue. The differences are in caller-side control, what happens when a queue session times out, and how the cost scales with your team. This comparison covers each point with citations to RingCentral’s own documentation, as of October 2026.
Feature-by-feature comparison
| Capability | RingCentral native callback (RingEX) | QueueCallback |
|---|---|---|
| Offer a callback to a caller in queue | Yes, with Call Queues Booster licenses or the Customer Engagement Bundle (source: Wait message settings, as of October 2026) | Yes |
| Caller can enter a different callback number | No documented option; the prompt offers to call back the caller’s own number, which they confirm by pressing 1 (source: Wait message settings, as of October 2026) | Yes: confirm the number read back or press 2 to enter a different 10-digit number |
| Caller can hang up and keep a spot in the queue | Yes; RingCentral says callers can “hold their place in the queue” (source: Wait message settings, as of October 2026) | Yes: a live placeholder call holds a spot in the queue |
| Behavior on long in-queue waits | RingCentral counts a callback unsuccessful if no agent is available before the callback timeout expires and doesn’t document the timeout’s length; queues allow up to 30 minutes with the Booster (sources: Live Reports metrics, Call Queues Booster licenses, as of October 2026) | Callbacks re-queue automatically past the queue’s limits. See how the wait limit works. |
| Licensing model | Call Queues Booster add-on, billed per unique user in the queue ($35 at US list price), or included in the RingEX Customer Engagement Bundle (sources: US pricing, Call Queues Booster licenses, as of October 2026) | $100/month per RingCentral queue, with no per-agent or per-caller fees. Connects through one extra RingCentral user per queue that you set up for it. |
| Requires RingCentral Contact Center | No | No |
RingCentral details are as of October 2026, from RingCentral’s support and pricing pages. RingCX, RingCentral’s separate contact-center product, is priced per user, from $65 per user per month billed annually (source: RingCX pricing, as of October 2026).
Which model fits which team
Stay with RingCentral native callback if
- Callers are happy to be rung back on the number they’re calling from.
- Your queues are short enough that callbacks don’t time out.
- Live Reports’ callback counts are enough for your reporting.
Layer QueueCallback on top if
- Callers regularly want to be rung back on a different number (mobile, alternate line).
- You want callbacks to extend past your queue’s wait limit.
- You want per-queue pricing rather than per-user Booster licensing.
Frequently asked questions
Yes, as a paid add-on. RingEX queues offer a native press-1 callback through RingCentral's Call Queues Booster licenses or the RingEX Customer Engagement Bundle. RingCentral's documented prompt calls back the caller's own phone number and has no step for entering a different one (as of October 2026).
No. QueueCallback sits alongside your RingCentral queue configuration. You point the queue's overflow or hold behavior at QueueCallback when you want the QueueCallback flow to handle the callback, and you keep the rest of your queue configuration unchanged.
QueueCallback is licensed at $100/month per RingCentral queue after a 14-day free trial (no credit card needed), with no per-agent or per-caller fees, and connects through one extra RingCentral user per queue that you set up for it. RingCX, RingCentral's separate contact-center product, is priced per user, from $65 per user per month billed annually (as of October 2026). The per-queue model suits teams that just want callback on a small number of queues.
QueueCallback places a live placeholder call in the RingCentral queue when the caller opts in, so they can hang up while a spot is held for them. Callbacks can go past your queue's wait limit: QueueCallback automatically re-queues them. When an agent picks up the placeholder, QueueCallback rings the caller back.
Yes. It matters most for business callers whose caller ID is an office main line. The caller hears the number they're calling from, can confirm it, or can enter a different 10-digit number to be reached at.
Try QueueCallback on your RingCentral queue
$100/month per queue after the trial, month-to-month, with no per-agent or per-caller fees.
14-day free trial. No credit card needed.You'll need a RingCentral account and one extra RingCentral user per queue for QueueCallback to connect to.