Last Updated: March 4, 2026
Call Queues
and Ring Groups are both tools to improve the customer experience by connecting a caller with an agent as quickly and seamlessly as possible. Both features send calls to multiple phones for a faster response. A Call Queue is more customizable and powerful than a Ring Group, making it the more appropriate tool for large businesses or businesses with high call volumes.
Call Queues and Ring Groups share the following features:
- Customizable initial greeting
- Optional direct phone numbers (available for purchase)
- Extension numbers that can be assigned to a Virtual Receptionist and accessed by call transfers
- Multiple call routing options
- Call handling options for calls that are not answered
A Call Queue offers the following features that a Ring Group does not:
- Comfort music
- Consideration for user status (busy or idle) prior to sending a call to a member
- Round Robin and Most Idle Time routing options
- Built in time for agents to wrap up one call prior to receiving a new call
- Call Queue reports and live statistics