I'd like to add a setting to allow callers to press a key and leave a voice mail when waiting for an agent in a queue

Hey LOPEZ,

I would suggest leveraging the Interrupt Audio and create a custom message saying they can press a certain key that will go to voicemail. Our system is always looking for DTMF tones.

Thank you Saadet. I will give this a try!

Hey LOPEZ! Sorry for the delay.

So, after testing a few things out, I forgot to mention that you would want to set up a Message Only Extension - then tell people to press the extension number for that message only extension.

I'm already interrupting every 20 seconds with a message. Where would you associate a key to the voicemail box? My voicemail extension is comprised of a site number and extension number so it's 5 digits long. I'd like to associate key 0 to this extension. Thank you.