---
title: "Call Queues vs Hunt Groups"
slug: "call-queues-vs-hunt-groups"
updated: 2026-09-15T16:24:19Z
published: 2026-09-15T16:24:19Z
canonical: "docs.natterbox.com/call-queues-vs-hunt-groups"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Queues vs Hunt Groups

Call queues are most commonly used by Natterbox contact centres. They are very useful for holding callers and routing to a user as configured. Hunt groups are a simpler option. Here is a comparison to choose what is better for your use case.

| Feature | Call Queues | Hunt Groups |
| --- | --- | --- |
| Call Distribution Rules | Customisable distribution rule including longest idle, least talk, etc.. | Calls all users at once. Can customised time frame and time delay per call group |
| If no users are available… | Call is queued and waits for a specified amount of time before moving on. Minimum 1 minute | Call exits the hunt group and moves on with routing |
| Skills routing | Yes and customisation around settings including | Yes but not customisation around algorithm or failover to unskilled users. |
| Callbacks | Yes | No |
| Hold music | Yes with a choice of 8 defaults and the option to upload your own | Yes but only with camping enabled |
| Camping | No | Yes |
| Customisable ring time | Yes | Yes |
| Supports calling a group or multiple groups | Yes | Yes |
| Supports calling individual users or phone numbers | No | Yes |
| Supports calling case owner / lead owner | Yes but with a skills script | Yes |
| Announcements | Yes and also announcements based on rules, e.g. call queue position *less than* 10 | Yes but simple announcements when camping enabled |
| Availability | Respects availability | Respects availability only when calling a group |
| Wrap-Up | Customisable wrap-up time (including early exit and extend) | Default wrap-up of 20 seconds |
| Wallboards (Real Time Tracking) | Components focused on queue metrics and calls entering the queue and waiting. Agent availability in queue | No |
| Reporting (Historical Tracking) | Extra call queue specific fields: **From Call Queue Last Queue, From Call Queue Last Disposition, From Call Queue Total Wait Seconds, From Call Queue Last Wait Seconds.** Phone events for missed calls offered to users in the call queue | Default fields around calls Phone events for missed calls offered to users in the hunt group |
| Auto answer | Yes and the ability to remove the call reject button. | No |
| Licences | - Voice (used to be called Cloud PBX) - Contact Center (to enable call queue) - Endpoint licence (SCV or Freedom) | - Voice (used to be called Cloud PBX) - Endpoint licence (SCV or Freedom) |

## Related

- [Call Queue App](/call-queue-app.md)
- [Hunt Group App](/hunt-group-app.md)