---
title: VQ Pass (Virtual Queuing)
slug: contact-center/vq-pass-virtual-queuing
docTags: 
createdAt: 2025-09-28T18:36:56.207Z
---

# Overview

Virtual Queue Management (VQM) allows customers waiting in a call queue to **opt out of waiting on the line **while retaining their position in the queue. Instead of holding, the customer is placed in a "virtual queue" and can request a callback during the estimated waiting time. This feature improves the customer experience by eliminating on-hold music and unnecessary wait time.

# How It Works

VQM leverages APIs and **IVR customization** to manage the customer's position in the queue, even when the customer is not physically connected to the line.

- **Customer Opt-In:** A customer who calls in and encounters a long wait time is given an option in the IVR (requires custom PS configuration) to place a **virtual queue** request.
- **Virtual Position:** The customer retains their place in the queue line.
- **Callback Request:** The customer can request a callback within the VQ time to be connected when their virtual queue position is reached.
- **Outbound Request:** The system also supports placing an **Outbound Request** based on the VQ position, which triggers an automated call back to the customer.

Administrators or integrators can use available APIs to manage and monitor the VQM process:

- **Check EWT (Estimated Wait Time):** Retrieves the current estimated wait time for the queue.
- **ADD VQ (Add Virtual Queue):** Places a customer into the virtual queue.
- **Remove VQ (Remove Virtual Queue):** Removes a customer from the virtual queue.
- **Check VQ Status:** Retrieves the current status or position of a customer in the virtual queue.

## Prerequisites

- This is a **licensabl**e feature.
- An Inbound Voice Campaign and queue must be configured.

# Use Cases

| Scenario Category         | Use Case Scenario                                                                                                                                                                                         | VQM Logic Applied                                                                                                                                                     |
| ------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Customer Experience**   | **Peak Hour Management:** During peak hours with long wait times (e.g., 20+ minutes), the VQM option is presented to all callers.                                                                         | Customers are offered a choice to hang up and receive a callback at their retained queue position, significantly reducing customer frustration and queue abandonment. |
| **Resource Optimization** | **Queue Bouncing Mitigation:** The system detects when queues are nearing capacity, and instead of routing more calls to hold music, it triggers the VQM option.                                          | Frees up system voice ports and trunk capacity that would otherwise be consumed by customers listening to hold music.                                                 |
| **Customer Retainment**   | **High-Value Call Retention:** The VQM option is offered to customers whose calls are deemed high-value (e.g., based on IVR selection or CRM lookup).                                                     | Ensures that high-value customers who would normally abandon the queue due to a long wait are guaranteed a callback, retaining the opportunity for that interaction.  |
| **Outbound Follow-Up**    | **Failed Callback Retries:** An initial VQM callback fails (e.g., customer busy). The VQM system automatically places a new outbound request based on the last known VQ position or a defined retry time. | Guarantees service by automating the retry logic for the outbound call request, reducing the need for manual agent follow-up.                                         |



# Benefits

- **Reduces Call Abandonment Rates:** Giving customers a callback option significantly reduces the number of callers who hang up out of frustration.
- **Improves Customer Satisfaction (CSAT):** Respecting a customer's time and offering a convenient alternative to holding demonstrates a customer-centric approach.
- **Manages Peak Traffic:** Smooths out call volume peaks by converting holding customers into scheduled outbound calls, which can be handled as resources become available.

# Limitations

- The effectiveness of VQ Pass relies on having an efficient outbound process to ensure customers are called back promptly when their turn arrives.