Call Groups and Call Queues are two services that help you manage and answer incoming calls. The cost is included in all Vonage Best and Smart calling plans.
Both features let you direct an incoming call to a list of extensions to provide every caller with the best opportunity to speak with an agent.
When an incoming call enters a call group, it rings through the specified list of extensions once, either sequentially or simultaneously. If the call is not answered, it is either directed to voicemail, a different extension or service (call group, call queue, virtual receptionist), or to a custom message where the call then disconnects.
When an incoming call enters a call queue, the caller hears music, prompts or both as they wait for an available agent. When an agent assigned to the call queue becomes available, the call rings to their extension. If all agents are busy, the call continues to wait until an agent is free to answer.
| Benefits | Call Group | Call Queue Unlimited |
| Cost (Lite Calling Plan only) | $5.00/month per call group* | $10.00/month* |
| Unique extension number | Yes | Yes |
| Dedicated voicemail | Yes | Yes |
| Hold music | No | Yes |
| Personalized prompts | No | Yes |
| Maximum number of extensions supported | 25 | 100+ |
| Agent sign in | No | Yes |
| Real-time monitoring of call activity | No | Yes |