Summary
Currently, the Call Queue callback feature relies on standard system prompts. We request the ability to customize the Callback Request greeting or embed custom callback triggers directly into standard Call Queue greetings and Music on Hold (MOH).

Use Case & Business Need
Multiple customers want to provide a seamless, branded experience while waiting in a Call Queue. They want to inform callers of expected hold times and offer an automated callback option within their custom queue announcements or hold music rather than relying on standard, uneditable system prompts.

Example Scenario:

"Thank you for calling [Company Name]. Please hold while we connect you to the next available specialist.

All of our service specialists are currently assisting other customers. To save time, Press 1 to request an automatic callback. We will hold your spot in line and call you back as soon as an agent is available."

Proposed Enhancement
Custom Audio Upload: Allow admins to upload custom .wav or .mp3 audio files specifically for the Callback Request prompt within Call Queue settings.

Flexible Trigger Settings: Give options to play the callback prompt after a set duration in queue, at recurring intervals, or integrated directly into queue announcements.

Business Value / Impact
Improved Customer Experience (CX): Reduces caller fatigue and abandonment rates by offering clear, brand-aligned choices.

Professional Branding: Ensures standard system voices do not interrupt custom-recorded promotional or informational queue audio.

Operational Efficiency: Encourages more callers to utilize the queue callback feature, flattening call spikes for agents.