We are happy to announce some some upcoming quality-of-life changes that are around the corner specific to standard call queues.

Comfort Prompts: Queues now support up to 15 comfort prompts with configurable playback intervals and optional random playback to improve the caller experience during extended waits.

Estimated Wait Time Announcements: Estimated Wait Time announcements are now calculated using real agent performance statistics, providing callers with more accurate expectations. Wait estimates are capped at 30 minutes for consistency and usability.

Destination No Answer Announcements: Queues can now play announcements when destinations fail to answer, aligning behavior with existing Break, Closed and Holiday routing logic.

Callback on Request: Queues can now offer callers the option to request a callback after hearing an announcement. Callers simply press a configured digit, for example “Press 2 for a callback” and retain their place in the queue without remaining on hold.

Queues now have their own Voicemail: Instead of forwarding calls to a separate voicemail box, call queues can now have their own voicemail box, voicemail greeting, and a simple email distribution group for voicemail-to-email.