RingCX Feature Request – Custom Busy Announcement Based on Queue Placement

Description:

• We’d like to request a feature enhancement in RingCX that allows customers to configure a custom busy announcement based on a caller’s specific placement in the queue (e.g., if the caller is 2nd, 3rd, or 5th in line).

Current Behavior:

• RingCX allows custom audio and announcements to be played for queued callers.

• There is also a feature to announce the caller’s current position in the queue.

Requested Enhancement:

• The ability to define logic or thresholds where specific queue positions (e.g., 2nd, 3rd, 5th) trigger a custom busy announcement or message.

For example, a caller who is 3rd in line could hear:
“We are currently experiencing high call volume. Please try again later.”

After the announcement, the system should offer configurable options such as:

• Disconnect the call,

• Route to voicemail,

• Allow the caller to remain on hold, or

• Offer a queue callback request.

Business Justification:

• This feature would improve queue management and caller experience by allowing businesses to dynamically respond to call volumes.

• It enables organizations to preserve agent resources while still maintaining customer service pathways, especially during peak hours.

• Callback requests provide a valuable alternative for customer retention and satisfaction.

Additional Notes:

• Ideally integrated with the existing “play caller’s placement in queue” feature.

• Should support flexible configuration per queue and position threshold, allowing administrators to set actions based on exact caller placement.