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The only feature I have found lacking in RC is that there is no option to give callers the ability to escape from a queue by pressing a key on their handset.
For example “if you’d prefer not to wait, press 1 to leave a message” which diverts the call to voicemail.
Second example “if you’d prefer not to hold, press 0 to receive a callback” which diverts the call to an automated attendant where they are prompted to confirm their callback number (or enter a new one if they don’t want to use the caller Id of the number they called from). This then emails the agent the phone number to call.
Please add this!!!! Some customers would prefer to wait on hold to avoid leaving a message and playing phone tag. Other customers would prefer to leave a message instead of waiting on hold. They should have that choice. They should also have the option to leave a callback number and hold their place in line. Most businesses I call as a customer have something like this.