EDD is implementing “virtual hold” - Spidell

EDD is implementing “virtual hold”


Taxpayers calling the EDD’s Taxpayer Assistance Center, Tax Collection Section, and Benefit Overpayment Collection Contact Centers now have the option of being placed on virtual hold to reserve their place in line instead of waiting on hold. (California Employer (Second Quarter 2021))

If the anticipated wait time for a call to one of the EDD’s Tax Contact Centers is greater than four minutes, the caller will be given the option to remain on the phone or go on virtual hold. If the caller chooses the virtual hold option, the EDD will confirm the call back number and will provide the caller an estimated time for a call back from the system.

When it is the caller’s turn in the queue, they will automatically receive a call back and be connected to a representative. This feature works even if when calling from a phone number that has an extension.