Ring Group vs Hunt Group vs Call Queue: What Is the Difference?

Ring groups, hunt groups, and call queues are the three main ways a business phone system distributes incoming calls to staff. Different providers use these terms differently, which causes real confusion. This guide explains exactly how each one works, when to use each one, and how to set them up on common Australian phone systems. By the end, you will know which option fits your business and how to avoid the most common setup mistakes.

Why the Terminology Confusion Exists

Different VOIP providers use "ring group", "hunt group", and "call queue" to mean different things. Some providers use ring group and hunt group interchangeably. Others use hunt group as a broader category that includes both ring-all and sequential modes. A few providers use none of these terms and just call everything a "call distribution group".

This guide uses the definitions that reflect how each concept actually behaves in a phone system, regardless of what your specific provider calls it. When you are configuring your PBX or talking to your provider, check the description, not just the label.

Ring Groups Explained

A ring group makes all phones in a group ring at the same time when a call comes in. Every person in the group hears the call simultaneously. The first person to pick up answers it. Everyone else's phone stops ringing.

This is sometimes called simultaneous ring or blast ring. The logic is simple: get the call answered as fast as possible, by whoever is available first.

How ring groups work in practice

A caller dials your main number. Your PBX routes the call to the ring group. Every phone in that group rings at once. Your front desk, your sales person, and your manager all hear it ringing at the same time. The first person to pick up gets the call. The others stop hearing it ring.

If nobody answers within the ring timeout (usually 15-30 seconds), the call falls through to whatever you have set as the overflow destination: voicemail, another group, an after-hours message, or a mobile number.

When to use a ring group

• Small teams (2-6 people) where any person can handle any call
• Reception or front desk coverage where speed of answer is the priority
• After-hours fallback where you want two or three people to have a chance to answer
• When call volume is low enough that no queue management is needed

Ring groups work well when your team is small and everyone has similar ability to handle the call. They are not suitable when call volume gets high enough that multiple callers are waiting at the same time, because a ring group does not hold callers in a queue.

Hunt Groups Explained

A hunt group rings phones one at a time, in a set sequence. The call "hunts" through a list of extensions. If the first person does not answer within a set time (say, 10 seconds), the call moves on to the next person in the list. It keeps moving down the list until someone answers or all options are exhausted.

This is sometimes called sequential ring or linear hunt. The logic is deliberate: give a specific person the first opportunity to answer, with backup options if they are busy or unavailable.

Hunt group variations

Different PBX systems implement hunt groups in slightly different ways. The main variations are:

• Linear hunt. Always starts from the first extension in the list. Extension 101 gets every call first, then 102 if 101 does not answer, then 103, and so on. This means extension 101 is always the primary recipient. Good when you have a dedicated receptionist who should answer first.
• Round-robin hunt (also called circular hunt). Rotates the starting point so each extension gets an equal share of incoming calls. If extension 101 answered the last call, the next call starts at 102. This distributes load more evenly across the team.
• Most-idle hunt. Rings the person who has been free the longest since their last call. Requires the PBX to track agent state.

When to use a hunt group

• You have a defined hierarchy for answering calls (receptionist first, manager second, voicemail third)
• You want to prioritise a specific person without locking out others when that person is unavailable
• You have a sales team where you want to distribute leads fairly via round-robin
• Call volume is moderate and callers are unlikely to wait more than one or two rings per extension

Hunt groups are a good middle ground between the instant response of a ring group and the structured queuing of a call queue. They are widely supported across Australian hosted PBX providers and easy to configure.

Call Queues Explained

A call queue holds callers in a line until an agent becomes available to answer. Callers hear hold music or a recorded message while they wait. Agents handle one call at a time. When an agent finishes a call, the next caller in the queue is connected to them.

This is the setup you hear when you call a business and hear "Your call is important to us. You are number 3 in the queue." It is designed for higher call volumes where multiple callers may be waiting simultaneously.

How call queues work in practice

A caller dials your number. The PBX places them in the queue. They hear hold music. An agent finishes their current call and becomes available. The PBX connects the next caller in the queue to that agent. If the caller has been waiting for a set maximum time, the queue can overflow to voicemail, another group, or an announcement.

Most call queue systems support position announcements ("You are currently second in the queue"), estimated wait time announcements, and optional callback features where a caller can leave their number and be called back when an agent is free, without staying on hold.

Queue agent distribution methods

Like hunt groups, call queues can distribute calls to agents in different ways:

• Ring all. All available agents ring simultaneously. First to answer gets the call.
• Round-robin. Rotates assignment evenly across available agents.
• Fewest calls. Routes the next call to the agent who has handled the fewest calls this session.
• Least recently used. Routes to the agent who has been free the longest.
• Skills-based routing. Routes calls to agents with specific skills (language, product knowledge). Requires more advanced PBX configuration.

When to use a call queue

• You have regular peak periods where multiple callers arrive faster than agents can answer
• You have 3 or more agents handling inbound calls
• Your callers are willing to wait (2-5 minutes) rather than call back later
• You need visibility into queue performance (average wait time, abandoned calls, calls answered)
• You run a contact centre or customer service function

Call queues are not necessary for most small businesses. A 3-person team taking 5-10 calls per day does not need a call queue. The overhead of managing queue configuration, hold music, overflow rules, and agent availability adds complexity without meaningful benefit at low call volumes.

Comparison: Ring Group vs Hunt Group vs Call Queue

Which One Does Your Business Need?

Most small businesses need either a ring group or a simple hunt group. Call queues are for businesses with consistent inbound call volume that regularly exceeds the number of available agents.

Use a ring group if:

• You have 2-5 people who all answer calls
• Any of them can handle any call that comes in
• You want the call answered as quickly as possible by whoever is free
• Call volume is low enough that multiple simultaneous callers are rare

Example: A 3-person trades business where the office admin, the estimator, and the owner all answer the main number. Any of them can take a booking. Speed of answer is the priority. Ring group is the right choice.

Use a hunt group if:

• You have a receptionist or specific person who should answer first
• You want a clear fallback chain when the primary person is unavailable
• You have a sales team and want to distribute leads fairly via round-robin
• You want calls to ring briefly at each station rather than blasting all phones at once

Example: A 6-person medical practice with a receptionist and 5 clinical staff. The receptionist (extension 101) should always get the call first. If she is on another call, it goes to the practice manager (102). If both are unavailable, voicemail. Linear hunt group is the right choice.

Use a call queue if:

• You have regular periods where multiple callers are waiting simultaneously
• You have 3 or more dedicated agents handling inbound calls
• Your callers will wait on hold rather than calling back
• You need metrics on call performance (average wait, abandonment rate, SLA)

Example: A 10-person customer service team for an online retailer. During peak periods, 5-10 calls arrive in a short window and customers need to be held. Call queue is the right choice.

How to Set These Up on Common Australian Systems

The specific configuration steps differ by platform, but the logic is the same across all of them. Here is how ring groups, hunt groups, and call queues work on the main systems used by Australian businesses.

Hosted PBX (Maxotel and similar providers)

Most Australian hosted VOIP providers give you a web portal to manage call routing. Ring groups and hunt groups are typically configured under a "Groups" or "Call Distribution" section. You add extensions to the group, set the ring strategy (simultaneous vs sequential), and set the timeout and overflow destination.

Call queues are usually a separate section in the portal, often labelled "Queues" or "ACD" (Automatic Call Distribution). You configure the queue, add agents, set hold music, and define overflow rules.

For a guided setup, your provider's support team can walk you through configuration for your specific plan. Most hosted providers include ring groups and hunt groups on standard plans. Call queue features may require a higher plan tier. Check before you sign up if queuing is important to you.

3CX (on-premise or hosted)

3CX calls them "Ring Groups" for simultaneous ring and also supports hunt group logic through ring group strategies (simultaneous, hunt by threes, round-robin). In the 3CX management console, go to Call Handling, then Ring Groups. You can choose the ring strategy per group.

Call queues in 3CX are a separate feature under Call Queues in the management console. 3CX includes call queue functionality in the free tier, which is unusual. The free tier supports up to 10 simultaneous calls, which covers most SMBs. Advanced reporting features require a pro licence.

Microsoft Teams (Direct Routing or Calling Plans)

Microsoft Teams uses the terms "Call Groups" (ring groups), "Auto Attendants" (IVR), and "Call Queues". In the Teams admin centre, call queues are configured under Voice then Call Queues. You add agents, set the routing method (attendant routing = simultaneous ring, serial routing = sequential), and configure hold music and overflow.

Teams call queues require a resource account with a Teams Phone licence. This is a common configuration requirement that trips up self-service setups. If you are configuring Teams voice yourself, allow time for this licensing step. For more on Teams voice options in Australia, see our guide on VOIP phone systems for small business.

Call routing and flow design across all these platforms is covered in more detail in the call flow design guide for small business.

What Happens When No One Answers

Every ring group, hunt group, and call queue needs a defined overflow destination. What happens if no one answers within the timeout period? If you do not configure this, the call drops or returns a busy signal, which means a lost customer.

Your overflow options typically include:

• Voicemail. The call goes to a voicemail box. The caller leaves a message. You call them back. This is the minimum acceptable fallback for any business. Make sure the voicemail greeting is professional and tells the caller when to expect a callback.
• Mobile fallback. The call forwards to a mobile number. Good for sole traders or small businesses where the owner should still get the call even when the office is unmanned.
• After-hours message. A recorded message explaining business hours and asking the caller to call back or leave a message. Better than dead air or a generic voicemail greeting.
• Another ring group or hunt group. Cascade to a second group (e.g., ring the main team for 20 seconds, then ring the manager for 20 seconds, then voicemail).
• Queue overflow. For call queues, you can set a maximum wait time or maximum queue depth. Callers who hit the limit can be sent to voicemail, offered a callback, or transferred to a lower-priority queue.

After-Hours Routing

Ring groups and hunt groups can be scheduled to behave differently during and outside business hours. Most hosted PBX systems support time-of-day routing rules that automatically switch between groups or destinations based on the time and day.

A simple after-hours setup for a small business might look like this:

• Monday to Friday, 8:30am to 5:30pm: ring group covering the main office team.
• Outside those hours: auto-attendant greeting that says "Thank you for calling [business]. Our office is open Monday to Friday, 8:30am to 5:30pm. Please leave a message and we will return your call the next business day."
• Urgent line option: "For urgent enquiries, press 1 to be connected to our on-call team." Routes to a mobile number or a second ring group.

Setting this up takes 15-30 minutes in most hosted PBX portals. It is one of the highest-value configurations a small business can make, turning missed after-hours calls into captured enquiries instead of lost leads.

What Most Businesses Get Wrong

Mistake 1: Using a call queue for a 2-person business

Call queues are designed for environments where multiple callers regularly wait at the same time. For a 2-3 person business taking 10-20 calls per day, a call queue adds configuration complexity without any real benefit. A ring group achieves the same outcome (get the call answered fast) without any of the queue management overhead.

The tell-tale sign of over-engineering: a small business that has a call queue but no hold music set, no position announcements, and an overflow that goes to the same voicemail box the ring group would have overflowed to anyway. That is a call queue doing the job of a ring group at three times the configuration effort.

Mistake 2: No overflow or fallback destination

This is the most common and most costly mistake. Setting up a ring group or hunt group without configuring what happens when no one answers. The call drops. The customer calls a competitor. The lead is gone.

Every group needs a fallback. At minimum, a voicemail box with a professional greeting. Ideally, a time-of-day rule that plays an after-hours message and gives callers an option to leave a message or reach an urgent contact.

Mistake 3: Ring timeout set too short or too long

For ring groups, the ring timeout is how long the group rings before overflowing. Too short (under 10 seconds) and staff do not have time to pick up. Too long (over 40 seconds) and callers give up waiting and hang up before reaching voicemail.

For hunt groups, the per-extension ring time matters. If you set 20 seconds per extension and have 5 extensions, a caller could wait 100 seconds working through the chain before reaching voicemail. That is almost 2 minutes of a phone ringing with no answer. Most callers hang up well before that.

A sensible starting point: 15-20 seconds total ring time for a ring group before overflow. 8-12 seconds per extension for a hunt group. Adjust based on how your team actually works.

Mistake 4: Forgetting to update groups when staff change

When a staff member leaves or a new person starts, ring groups and hunt groups need updating. Extensions that ring a phone that nobody is using still ring. This wastes time on every unanswered call as the timeout works through dead extensions. Set a reminder in your onboarding and offboarding processes to update call groups as part of the phone setup or teardown.

Australian Businesses: What You Need to Know

Ring groups and hunt groups work the same way regardless of where you are. But there are some Australian-specific factors worth knowing when setting up your call routing.

NBN and call handling during congestion

Ring groups and hunt groups route calls internally between extensions on your PBX. The call itself still travels over your NBN connection. During periods of network congestion, all calls in a ring group or queue can be affected simultaneously, not just one. If your NBN connection has variable quality, this can cause all phones in a group to experience audio quality issues at the same time. A backup mobile failover number in your overflow settings provides a way out if internet quality drops.

1300 numbers and call routing

If you have a 1300 number routing to your business, you can point it directly to a ring group, hunt group, or call queue on your PBX. This is a common and sensible setup: callers dial 1300, the call arrives at your PBX, and the PBX routes it to the right team. Configure the 1300 number's destination in your 1300 provider portal to point to your main DID (Direct Inward Dial) number, which your PBX then distributes via the group.

Some 1300 providers support time-of-day routing at the 1300 level (before the call even reaches your PBX), which lets you configure after-hours handling without touching your PBX at all. This can simplify your overall call flow design. See the 1300 number guide for more detail on how 1300 routing works.

Remote and mobile workers

Most modern hosted PBX systems let you include mobile or remote workers in ring groups and hunt groups via softphone apps. A worker in Sydney, a worker in Melbourne, and a remote worker in regional Queensland can all be part of the same ring group. When a call comes in, all three phones ring simultaneously. The caller gets answered fast regardless of where the team is physically located.

This is a significant advantage over traditional phone systems, where ring groups were limited to desk phones on the same physical PBX. The best VOIP phone systems for Australian small business guide includes mobile and remote worker capability as a key evaluation criterion.

Your Next Steps

If you are setting up call routing for the first time or reviewing an existing setup, here is a practical checklist.

• Map your actual call flow before touching any settings. Write down: who should answer incoming calls, in what order, and what should happen if nobody answers. This clarity prevents over-engineering.
• Start with the simplest option that solves the problem. A ring group covers 80% of small business needs. Only add a hunt group or call queue if the ring group genuinely does not meet your requirements.
• Set overflow destinations for every group. No group should have a blank overflow. Minimum: voicemail with a professional greeting.
• Configure after-hours routing. Time-of-day rules mean callers outside business hours hear a helpful message, not dead air.
• Test the configuration. Call your own number from a mobile. Work through every scenario: busy, unanswered, after-hours. Confirm each one behaves as expected.
• Review your call flow design. The call flow design guide covers the full picture of how to structure a business phone system from IVR through to voicemail.
• If you are not sure what setup is right for your business, use the Phone System Sizing Wizard to get a recommendation based on your team size and call volume.

What is the difference between a ring group and a hunt group?

A ring group makes all phones ring simultaneously. A hunt group rings phones one at a time in sequence. Ring groups are faster to answer because everyone hears the call at once. Hunt groups give priority to specific people, with fallback options if they do not answer. Some providers use these terms interchangeably, so always check the actual behaviour described in your platform's documentation.

Do I need a call queue for my small business?

Probably not. Call queues are designed for environments where multiple callers regularly wait at the same time and there are 3 or more dedicated agents handling calls. For most small businesses (under 10 staff, under 50 calls per day), a ring group or hunt group is simpler and more appropriate. Add a call queue when you have consistent periods where callers are waiting and you want to manage that experience with hold music, position announcements, and reporting.

Can I include mobile phones in a ring group?

Yes, on most modern hosted VOIP systems. Remote workers and mobile workers can join ring groups and hunt groups via a softphone app on their mobile. When a call arrives, their mobile app rings alongside any desk phones in the group. This is a major advantage of cloud-based PBX over older on-premise systems. Check with your provider that their mobile app supports ring group membership before signing up if this is important to you.

What happens if my ring group has no overflow set?

If no overflow destination is configured and no one answers within the ring timeout, the behaviour depends on your PBX platform. Common outcomes include the call being dropped, a busy signal being returned to the caller, or the call going to a generic default voicemail. None of these are acceptable for a business. Always configure an explicit overflow destination, at minimum a voicemail box with a professional greeting.

How do I set up after-hours routing with a ring group?

Most hosted PBX platforms support time-of-day rules. You create a schedule (e.g., Monday to Friday, 9am to 5:30pm) and assign different destinations to in-hours and out-of-hours calls. During hours, the call goes to your ring group. Outside hours, it goes to an after-hours auto-attendant message or a voicemail box. This is usually configured in the call routing or dial plan section of your PBX portal.

Can a 1300 number route to a ring group or call queue?

Yes. A 1300 number routes to a destination phone number, which can be your business's main DID (Direct Inward Dial) number. Your PBX receives the call on that DID and routes it according to your configured rules, including to a ring group or call queue. Some 1300 providers also support time-of-day routing at the 1300 level, so you can configure in-hours routing (ring group) and after-hours routing (voicemail or mobile) without touching your PBX settings.