Set up call queuing for a ring group

As an administrator, you can set up call queuing for your ring groups in Google Voice. With call queueing, when all ring group members are busy, callers are automatically placed on hold until someone is available. You can customize the:

• Audio and announcements that play while callers wait 
• Maximum number of callers and time waiting in the queue
• Message that plays when the queue is full
• Triggered action if a call is not answered within the maximum wait time
• Wrap-up time before a ring group member receives the next call

Turn on call queuing for a ring group

Before you begin: If you want callers to hear a greeting before they enter the call queue, you can create a separate automated attendant to play a greeting and then transfer the call to the ring group.  For more information, go to Set up a Voice automated attendant for your organization .

1. In the Google Admin console, go to Menu  Apps Google Workspace Google Voice.

   Go to Google Voice

   Requires the Google Voice Admin role .

2. Click Ring groups the ring group that you want to modify.
3. Click Configuration.
4. Go to Call routingand check the Call queuingbox.
5. For Maximum callers in queue, select the maximum number of callers you want to allow in the queue.
6. For Queue is full message, add a custom announcement the caller will hear if the queue reaches the maximum number of callers. Example: Sorry, all our representatives are busy helping other customers. Please call again later.
7. For Maximum wait time in queue, select the maximum time callers wait in the queue.
8. For Waiting audio, add a greeting or music that you want callers to hear while they wait. 

   The audio is continuously looped. You can add as many audio files (greetings and music) as you like.

9. For After call wrap-up time, select the amount of time ring group members have before receiving the next call.
10. For Set attempt duration for each ring group member, select how long each phone rings before the call goes to the next ring group member.
11. For Select what happens when a call isn't answered, select what happens after the maximum wait time expires.
12. Click Save.

Tip: Periodically review these settings. Try different wait times and announcement intervals to find the right balance for callers.

Related topics (for ring group members)

When your ring group members need a break, they can use Do not disturb settings to redirect calls to another member. For more information, go to Manage call availability in Google Voice .