Hold Recall Transfer In-Group explained

Sometimes a caller hangs up while waiting, then calls right back. Maybe they got cut off, maybe they ran out of patience. The Hold Recall Transfer In-Group setting on an Ingroup lets you treat that repeat caller differently, automatically sending them to another queue instead of the back of the same line.

The rule is simple. If a customer calls back into this in-group more than once, and this setting is not left on NONE, the call is automatically sent on to whatever in-group you selected here. The default is NONE, which means the feature is off and repeat callers are handled like anyone else.

Why you might want this

A caller who has already tried once is often more frustrated, or has a more involved problem than a first-time caller. Routing them to a dedicated queue lets you give them a different team, a shorter line, or a more senior agent. A DID (direct inward dialing) drops every call into the same front door, so this setting is one of the few ways to react to a caller's history without building a full custom IVR.

• Send second-time callers to a smaller, faster queue so they wait less.
• Route them to a senior or escalation team that handles repeat issues.
• Keep your main queue focused on fresh callers while recalls go elsewhere.

How the redirect decides

flowchart TD
  A[Caller dials your DID] --> B[Lands in main ingroup]
  B --> C{Called this ingroup before}
  C -->|First time| D[Wait in normal queue]
  C -->|Called back again| E{Hold Recall set}
  E -->|NONE| D
  E -->|Set to a queue| F[Send to recall ingroup]
  F --> G[Different team or shorter line]

Pairs well with callback features

If repeat calls are common because people give up on long holds, the deeper fix is to stop making them wait at all. A queued callback, sometimes called a Callback queue, keeps the caller's place in line and rings them back instead. We cover that in setting up a virtual queue callback. For the full inbound picture, see the inbound call handling guide.

Tuning recall routing is the easy part once the dialer is running and each call Status (lead status) is tracked. Our managed VICIdial hosting gives you a working inbound server in under 40 seconds, so you spend your time on routing decisions instead of install scripts.