RingCentral Virtual Hold: Never Lose Another Customer to Hold Times

Virtual hold (also called virtual queuing) lets customers hang up instead of waiting on hold, then get an automatic callback when an agent becomes available. RingCentral RingEX offers it through its Call Queues Booster add-on, billed per user in the queue (as of October 2026); QueueCallback adds it to the same RingEX queues for $100/month per queue.

Both let callers press 1 for a callback instead of holding. RingCentral's comes with Call Queues Booster licenses, billed per user in the queue; QueueCallback is priced per queue, lets callers choose a different 10-digit callback number, and automatically re-queues callbacks past your queue's limits.

With traditional hold, customers must stay on the line listening to hold music, often for extended periods. With virtual hold, they can hang up and go about their day, then receive a callback when an agent is ready.

Yes. RingEX's native callback comes with Call Queues Booster licenses or the RingEX Customer Engagement Bundle (as of October 2026). RingCX, RingCentral's separate contact-center product, includes queue callback too. QueueCallback is a separate add-on for standard RingEX call queues and doesn't use or require Call Queues Booster.

Callers who give up on hold have to call back and start over, or don't call back at all. Virtual hold lets them hang up and still get a call back when an agent is ready.

Yes. New QueueCallback organizations get a 14-day free trial. No credit card needed. The trial starts when you sign up, and nothing is charged during it. The trial covers one queue. You'll need a RingCentral account and one extra RingCentral user per queue for QueueCallback to connect to. One free trial per organization.

We email you three days before your trial ends and again on the last day. To keep callbacks running, an account admin adds a payment method on the Billing page any time before the trial ends, and your callbacks continue at $100/month per queue, month-to-month. If you haven't added one, nothing is charged and your queue pauses, so callers aren't offered a callback. Nothing is deleted: add a payment method any time and your queue turns back on (your first month is billed that day).

First, add one extra RingCentral user per queue for QueueCallback to connect to. Then start your free trial by creating your account, connect your RingCentral account with your Super Admin login, and connect your queues. The setup guide walks through each step.

Yes. QueueCallback places a live placeholder call in your RingCentral queue to hold a spot for the caller while they hang up. Callbacks can go past your queue's wait limit: QueueCallback automatically re-queues them.

You choose English, Spanish or French (more languages on request) prompts and a voice for each queue, and set how long callbacks wait and how many times they're requeued. Custom IVR flows, available as an add-on, let you tailor prompts and messages further.