Request to enhance Priority Events in RingCX by allowing DTMF (keypad input) interaction for callers when a queue reaches defined thresholds (e.g., max queue size or wait time).

Current Behavior:
Priority Events currently allow actions such as routing or prioritization when thresholds are met. However, they do not support DTMF input, which limits the ability to offer interactive options (e.g., callback requests) directly within this flow.

Problem:
Customers who want to manage high queue volume cannot provide callers with real-time options (such as requesting a callback or leaving voicemail) when a queue is full or wait time is excessive. This results in poor caller experience and unnecessary call abandonment.

Use Case:
When a queue reaches a defined limit (e.g., max callers in queue), the system should:

Trigger a Priority Event
Play an announcement
Allow caller to press a key (DTMF) to:
Request a callback
Leave a voicemail
Transfer to another queue or endpoint

Currently, this requires a workaround by routing calls to a separate queue configured with IVR options.

Requested Enhancement:

Add DTMF input support within Priority Events
Allow playback of prompts with menu options
Enable routing decisions based on caller input
Support callback request initiation directly within the same flow

Business Impact:

Improves customer experience during high call volume
Reduces call abandonment rates
Eliminates need for complex workaround routing
Streamlines queue management and call handling

Priority:
Medium to High (based on multiple customer use cases involving queue overflow and callback handling)

Additional Notes:
This feature would align Priority Events more closely with IVR capabilities, enabling more dynamic and flexible call handling directly within queue logic.