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Call Groups

Updated: 2/20/2026 8:05 AM

Direct incoming calls to ring a select list of up to 25 extensions either in sequence or simultaneously. When an incoming call enters a call group, it rings through the specified list of extensions one time. Unanswered calls go to voicemail, another extension, or a pre-recorded message.

  • $4.99 per month per call group
  • Dedicated voicemail box
  • Unique extension number

Only Super Users and Administrators can add or set up a call group. You must Contact Us to remove a call group.

Add a Call Group

To add a Call Group to your account, contact us at 1300 10 81 84.

You can also repurpose an existing Paging Group as outlined in Set Up or Modify a Paging Group.

Set Up a Call Group
  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Call Groups.
  3. Hover over the Extension you want to set up and click the Pencil icon.
  4. Set the call routing options.
     
    Extension NumberSpecifies the default extension number that was assigned by the system.

    To change, enter a number between two and six digits. Special numbers cannot be used, such as 411, 711, or 911.

    Click the Tag icon to add a custom tag to the Caller ID. See Create a Custom Tag for details.
    Call Group NameEnter a unique name to identify this call group.
    LocationSelect a location.
    Dialing & Administration
    1. Assign an available telephone number.
    2. Mark the option for Do Not Display This Extension in the Dial by Name Directory if you do not want it to display there.
    Call Group Extensions

    Select the extensions you want assign, how you want them to ring, and the duration to use. 

    Blast

    Causes all assigned extensions to ring simultaneously.

    SequentialDirects assigned extensions to ring in the listed order. 
    DurationSpecifies how long each extension rings.

    NOTE: You can use the Manually Enter option to specify a ring time up to five minutes.

    Mark Override extension forwarding settings to ignore any call forwarding, follow me, or simultaneous settings for the selected extensions. This option does not affect Virtual Extensions as they are set to forward calls only. 

    Name GreetingRecord or upload the name greeting for this call group.
    Call ScreeningManage how incoming calls are screened or announced.
     
    Enable Call ScreeningPrompts a caller to state their name. Use the generic message or record a custom message.

    Can be used with Call Announce, Screen Menu, or both.

    See Recording Greetings for instructions on how to record and upload.
    Call AnnouncePlays a username/custom tag after the call connects, for example, You have a call for sales.

    Can be used with Call Announce, Screen Menu, or both.
    Screen MenuAnnounces a set of options that specify how to handle the incoming call.

    This option must be used with Enable Call Screening, Call Announce or both.

    Options are:
     
    • Press 1 to accept the call
    • Press 2 to send the caller to voicemail
    • Press 3 to transfer the call by number
    • Press 4 to transfer the call by name
  5. Click Voicemail to set call exit options.
     
    Use This Group's Voicemail Box
    Set Voicemail PINEnter the voicemail PIN you want to use with your Call Group.

    NOTE: The default PIN is 1234
    Send Voicemail to EmailVerify that you want to send audio files to the specified email address.

    NOTE: You can enter up to ten email addresses separated by commas.
    Delete Voicemail After Sending EmailDelete the voicemail from the Vonage Voicemail System after the attachment is sent.
    Play Automated Voicemail PromptPlays the following message after the voicemail greeting: 

    Leave your message at the tone, press pound when finished.​​​​​
    Use the Specified Extension's VoicemailSelect a different extension's voicemail box and voicemail greeting.
     
    ExtensionUse the voicemail of the extension selected.
    Use This GreetingUse default Unavailable greeting or record/upload a custom greeting.
    Use Greeting of Selected VoicemailUse greeting of selected extensions voicemail.
    Forward to Extension After Ringing Call GroupForward the call to the selected extension after ringing the call group.
    Play Greeting and DisconnectSpecify a greeting to play before disconnecting the call.
  6. Click Save.
Manage Call Group Voicemail

By default, all Call Group members receive voicemail notifications in the Vonage Desktop and Vonage Mobile App. This setting can be toggled on/off in the Admin Portal by Administrators; see Set Call Group Voicemail Access. Each undeleted voicemail message is stored for 90 days.

Set Call Group Voicemail Access

By default, all Call Group members will have access to the call group's voicemail messages and will receive voicemail notifications in the Vonage Desktop and Mobile apps. This setting can be toggled on/off in the Admin Portal by Administrators, as follows:

  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Call Groups.
  3. Click Settings, then select or deselect the option to Allow members to access Call Group voicemails in the Desktop and Mobile apps.
  4. Click Save.
Retrieve Call Group Voicemail

You can retrieve a call group's voicemail from a phone on your Vonage Business system, from a phone off the system, from the Desktop App, or from the Mobile App.

Phone On the System
  1. Dial the call group's extension number.
  2. Press * when the voicemail greeting starts to play.
  3. Enter the call group's extension number, followed by #.
  4. Enter the voicemail PIN, followed by #.
Phone Off the System

The Virtual Receptionist must be set to Play a List of Options, and the option Allow callers to dial an extension directly by entering it at any time must be enabled.

  1. Dial your company's main phone number.
  2. Dial *101 when the greeting starts to play.
  3. Enter the call group's extension number, followed by #.
  4. Enter the call group's voicemail PIN, followed by #.
Desktop App
  1. Sign in to the Desktop App as an extension in the Call Group.
  2. Click Voicemail.
  3. Click the drop menu (left of Search) to filter by Call Group name.
Mobile App
  1. Sign in to the Mobile App as an extension in the Call Group.
  2. Select Voicemail.
  3. Each Voicemail has an indication of which voicemail inbox it belongs to.
Delete Call Group Voicemail

Deleting a Call Group Voicemail message deletes the message for all users.

From Vonage Phone
  1. Press the voicemail key on your phone or dial *99 or *100.
  2. Enter your Voicemail PIN.
  3. Follow instructions to delete messages. See Navigate Phone Keypad Options. 
From Non-Vonage Phone
Call Forward Options On?
(Forward Number, Follow Me, Simultaneous Ring)		Then...
No
  1. Call your Vonage phone number, then press Star (*) at start of greeting.

    NOTE: While you can dial any phone number on the account, it is not recommended as the party might answer. 
  2. Dial your extension number, enter PIN, then follow instructions.
Yes
  1. Call Virtual Receptionist / Main Company phone, then dial *101 at start of greeting.

    NOTE: To use, the Virtual Receptionist option to Allow the caller to dial an extension directly by entering the extension number at any time must be enabled.
  2. Dial your extension number, enter PIN, then follow instructions. 
From Desktop App
  1. Sign in to your Desktop App.
  2. Click Voicemails.
  3. Hover over a message and click the Trash icon.
From Mobile App
  1. Sign in to your Vonage Business Communications Mobile App.
  2. Tap the Voicemail icon.
  3. Swipe the message and click on the Trash icon.
Navigate Phone Keypad Options
1New Messages
2Saved Messages
4Mailbox Options
1Record Unavailable Greeting
2Record Busy Greeting
3Record Name Greeting
4
  • Record Out of Office (if no greeting)
  • Record New Greeting or
    Remove Greeting (if greeting exists)
5Change PIN
#Return to Main Menu
5Repeat Message From the Beginning
6Next Message
7Delete Message
8Forward to Extension
9Save Voicemail
*Skip Call Info
#Return to Main Menu
#Exit
Apply Customized Settings

These additional settings further modify the Call Group’s behavior. Contact Us to enable any of these customized settings.

Do Not Log Calls Answered on a Different Extension as MissedBy default, if a call is answered on a different extension (such as in a Call Group with Blast), it appears as a missed call for the designated extension in Call Logs for the Desktop App, Mobile App, or desk phone.

When enabled, calls answered on a different extension in the Call Group do not appear in Call Logs as missed calls.
Blast First Person to Pick Up OnlyWhen a Call Group is in Blast mode with Call Announce, Call Screening, and/or Screening Menu enabled, multiple people can pick up the call and hear call options. Whoever picks up first is connected, and all others are disconnected.

When enabled, only the first person who picks up can hear call options and connect; all others are canceled immediately.
Group VoicemailWhen enabled, all members of the Call Group receive an audio recording of the voicemail by email.
Interaction with Other Features

The following outlines interactions that can occur with other features/services. 

Feature/ServiceInteraction
VoicemailThe Call Group's Voicemail settings dictate how voicemail is routed; the voicemail settings for individual extensions in the group are ignored. 
Call Forward (Forward Calls) / 
Follow Me /
Simultaneous Ring

If Override extension forwarding settings is marked for your Call Group, all Forward Call options that include Call Forward, Follow Me, and Simultaneous Ring are ignored for the individual extensions in the group.

When this option is not marked, all Forward Call options set for the individual extensions in the group ring the forwarded number and the group extensions in accordance with the Call Group’s ring time. If a forwarded call is answered for an extension, the Call Group no longer rings. 

Do Not Disturb (DND)

If this option is enabled on any extension in the Call Group, no device assigned to that extension will ring; however, if it is set on an individual phone, only that phone will not ring. 

No other calls to the Call Group are affected if DND is not set. 

VBC for Microsoft Teams

If a user in the group has this service and unanswered calls are not routing to the Call Group's voicemail as you want, confirm these settings within MS Teams:

  • Call Forwarding is disabled.
  • Voicemail pickup is set to a duration longer than the Call Group's ring timeout.
  • Unanswered call settings do not redirect the call elsewhere or disconnect it.
Mobile PhonesThese devices default to a 30-second ring time before a call is directed to the mobile phone's voicemail, regardless of the Call Group's Voicemail settings.

Related Information

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