I am not sure what version of IPCC you are running, but I am referencing IPCC Express 4.0(5).
Zero-Out Option - We utilize a "menu" item under the Media section of the editor. You just record a prompt that says "if you would like to transfer to an operator (or Voicemail) press 0 now." You do have to insert some silence after the prompt, so that the caller can press 0 before you put the call back on hold to play more music. If you want them to 0 out at any time during the call then I think you do the same thing however, your prompt has to include the recorded music, and the messages in a long audio clip (but I haven't ever done that).
Time-Out Option - You need to utilize the Get Reporting Statistic which is located under the IPCC Express drop-down. I populate the settings as follows to get the Current Wait Duration (time in queue).
Report Object: CSQ IPCC Express
Field: Current Wait Duration
Row Identifier: User Defined String Variable that identifies the CSQ
Contact: Triggering Contact
Result Statistic: User Defined Integer Variable that will capture the number of seconds.
Then I just utilize an If-Then to determine whether to keep them in queue, or dump them to an operator or voicemail.
I hope this helps,
--Joe
