Call Groups and Call Queues are add-on services used to manage and distribute incoming calls efficiently. Both features route incoming calls to a list of specified extensions, ensuring every caller has the best chance of reaching an available representative.
While these features are similar, call handling differs between these two options.
Call Groups are ideal for simple, fast call distribution when you do not need callers to wait in line for the next available person. This feature rings a defined list of extensions once, either sequentially or simultaneously.
| If You Select... | Then... |
| Sequentially | Each extension rings once in a specific order. |
| Simultaneously | All extensions ring at the same time. |
If the call is not answered, you choose how to route it before it disconnects. Your options are: Voicemail, an Extension, a custom message, or another feature (such as another Call Group, Call Queue, or Virtual Receptionist).
Call Queues are ideal for high-volume businesses that need structured waiting and prioritized call handling.
| Features/Options | Call Group | Call Queue |
| Incoming Call Handling | Rings a list of extensions once sequentially, or simultaneously. | Places callers on hold until someone is available to answer. |
| Caller Experience | Rings immediately; if unanswered, callers are directed to the selected option, such as Voicemail or a custom message. | Plays music, prompts, or both while the caller is on hold. |
| Targeted Use | Small teams and/or simple call routing needs. | Large teams and/or high call volume. |
| Maximum Extensions | 25 extensions | 100+ extensions |
| Agent/User Sign-In Required | No | Yes |
| Real-Time Call Monitoring | No | Yes |
| Dedicated Voicemail | Yes | Yes |
| Cost | £3/month per call group* | £10/month* |
*Included in all Vonage Best and Smart calling plans.