Call queuing now available for select Google Voice plans

What’s happening

Google Voice is introducing call queuing for ring groups.

Currently, when all members of a ring group are busy, incoming calls are often sent to voicemail or, in some cases, disconnected by the carrier. With this update, when a caller dials a ring group, they will be automatically placed on hold in a queue to wait for the next available person.

This new feature allows administrators to customize several aspects of the caller experience, including:

• Music and periodic announcements to be played while callers are on hold
• A maximum number of callers allowed in the queue
• A maximum time a caller can wait in the queue before being routed elsewhere
• A "wrap-up time" to give agents a brief pause after a call before they receive the next one from the queue

Why it's important 

This feature is designed to solve common frustrations for both businesses and their customers. With this update, you can:

• Capture more calls: By placing callers in a queue instead of sending them to voicemail, businesses can significantly reduce the number of unanswered calls and ensure more inbound inquiries reach an agent.
• Boost sales: For sales-focused teams, call queuing ensures that no potential lead is lost due to a busy line. For support teams, it provides a structured way to handle high call volumes, especially during peak hour
• Improve customer experience: Call queuing prevents callers from being abruptly disconnected and reduces their frustration, which is particularly helpful for businesses that experience high call volumes or have customers in regions with carrier-imposed ring time limits.

Getting started

• Admins: This feature can be enabled or disabled per ring group. Visit the Help Center to learn more.

Rollout pace

• Rapid Release and Scheduled Release domains: Extended rollout (potentially longer than 15 days for feature visibility) on December 8, 2025 

Availability

• Available for Google Workspace customers with the Voice Standard and Voice Premier add-ons

Resources

• Google Workspace Admin Help: Set up call queuing for a ring group