What’s the Difference Between a Call Queue and a Ring Group?

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The usage of a Call Queue versus a Ring Group is all dependent upon your needs. Below we quickly go over some differences and uses for each. Take a look!


Call Queue: A group of users/extensions which receive queue calls to be answered by the next available member of the group. Used for when expecting a multitude of calls to be coming into a direct number. If you want to learn more about how to set up a call queue check out the knowledge based article.

Example of Use: You have a group of IT support agents within your company that need to answer queue calls coming into your support line.


Ring Group: A group of user’s phones within an extension that ring when the hosted extension rings. If you want to learn more about creating a Ring Group check out the section in this knowledge based article.

Example of Use: You are out of town for a few days and would like the receptionist to receive the calls that are made to your direct number. You will simply have the receptionist listed under your Call Handling and Forwarding section and when someone calls your number, the receptionist’s phone will ring.



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Saadet - Community Support, Official Rep

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  • Happy

Posted 1 year ago

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Ryan Timmons

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The problem I see with a ring group (and an issue we are running into now, just after moving to Ring Central) is that Ring Groups require a user's extension, so if each user has a private extension that means you have to make a new user, which is an additional $30 / month, just to create an independant ring group.

Call Queues do not cost anything, but they don't behave like ring groups, and do not have all of the options that user entities have.

So the main difference here is that a standalone Call queue is free

A standalone ring group is $30 / month
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Justin Swall

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For the purpose you are describing, you can create an extension at no additional cost.  It's kinda tricky to figure out how you do it, but you can.  Call support at 611 and they can help you figure out how to do it :)
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Ryan Timmons

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Well, I have no clue how I missed the option before but when you create a new user, on the screen where you choose the state and area code there is another tab called 'Users without Phones'

That tabs themselves don't stand out much, but still. I looked pretty much everywhere.

I also talked to support a few times and was basically told it wasn't possible, but I didn't push it or talk to anyone higher up the chain which might be my fault!

You made my day!
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Everyone on this thread. Just an FYI, I am moving the latter part of this conversation to a new thread as it has strayed from the original topic. 
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Pat Lewis

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Am I right in thinking that a Ring Group will incur cost down the line, when exceeding 10 calls per month?  I believe the thought process on this was that the extra features on the line (Glip, Meetings, Smart Phone App, etc.) warrant the need for the cost.  As an MSP with multiple clients, I would rather not have to change away from this Ring Group setup down the line, if this will begin to incur a cost.

All that said, a queue cannot support an organization that has a pair of receptionists taking all the calls coming into the main line.  Call waiting is necessary in this situation, so we have to use a Ring Group.  While we are at it, it would be nice to have a solution that did not destroy Presence.  In a perfect world, we would see a new type of group in the Groups section under Phone System.
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Saadet - Community Support, Official Rep

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Hi Pat, I moved this over to its own thread and will be responding shortly :)

Please reference the new conversation here: Ring Group Cost
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Mike, Official Rep

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(Edited)

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