Ring Groups and Call Queues

Both features route inbound calls to multiple people. They behave differently.

Ring groups

A ring group rings a list of extensions according to a pattern:

• Simultaneous — everyone in the group rings at once; first to answer takes the call
• Sequential — rings extension A first, then B, then C, etc.
• Hunt — rings the next available extension, distributing calls across the group

Best for small teams: sales desks, general office numbers, support overflow.

Call queues (ACD)

A call queue holds callers in line with music-on-hold and announcements while agents become available. Queues add:

• Hold music and periodic position / wait-time announcements
• Agent status (available / on-call / on-break)
• Real-time queue stats and historical reports
• Supervisor monitoring (listen / whisper / barge)

Best for larger support or sales teams that need queue management and performance metrics.