I'm having an issue with callers being able to exit the queue when all agents are busy to leave a VM.
Queued callers get a message- agents busy, please hold, press 1 to leave VM" then they get 30s of MOH from CUCM as I'm using call hold/unhold to play the canned music as below.
However, callers can only press one when the prompt is playing, not when the on hold music is playing. My thought is, they're on hold, so that's why they can't press a key. I followed another post to set this up: https://community.cisco.com/t5/contact-center/add-an-option-to-break-out-of-the-call-queue-and-leave-a-vm/td-p/2415172 and it seem to work for that poster, but not for me. In that linked post, it recommends blanking the Input/Timeout, but when I do that the leavevoicemessage prompt just repeats over and over. It seems like my DP(30000) isn't delaying.
If I had my druthers, I'd get rid of the hold/unhold and play the queue music as prompts, but my scripting fu is weak, because I haven't figured out how to add a step to let the caller exit to VM on command, either.
Thanks in advance!