We would like to request a feature that enables the use of a custom alphanumeric verification code for callers entering a call queue. The length and format of this code should be configurable by the customer.

Proposed Functionality:

Allow callers to input a unique alphanumeric verification code before or during entry into a call queue
Enable administrators to define the length and format of the code (e.g. numeric only, alphanumeric, fixed or variable length)
When a valid code is entered, automatically bypass standard IVR menu selections and route the caller directly into the appropriate queue
Integrate with CRM systems so that the entered code can be used to:
Automatically identify the caller
Associate the interaction with an existing case, contact or account
Surface relevant information to the agent before or at the time of call connection

Use Case / Business Value:
This feature would significantly reduce friction for repeat or known callers, especially in support environments where users are already provided with a reference number or case ID. It would:

Improve customer experience by reducing IVR navigation time
Increase agent efficiency by pre-identifying the caller and context
Enable more seamless CRM integration and data accuracy
Support more personalised and streamlined service delivery

Ideally, this feature would support API integration for real-time validation of codes and flexible mapping to CRM records.