Zoom Contact Centre Menu-Based interrupt confusion

[PatDuss]

When a caller is presented with the Menu-based interrupt there appears to be no way out of it. 

They will have the option to either

1. Request a Callback
2. Leave a voicemail
3. Routed to a Flow

If the caller does not want options 1 or 2, option 3 would send them to a Flow but how can they maintain their position in queue this way? Should there not be an option "press x to continue waiting"?

[eric_blanco]

You raise a good point. Perhaps a "press any other key to return to the queue" option could be a solution. It would give callers more flexibility and avoid forcing them into a specific action.

[Vinnie]

Hello @eric_blanco and @Pas , I suggest to test it. You don't need to press any key to return to the Queue; as I understand it, the caller is never leaving the Queue; this option gives you the opportunity/flexibility to periodically interrupt the message to either provide additional greetings, information messages, options to leave the queue and go somewhere else, activate a Callback, etc. the message should end with something like "...or just remain on the line while we locate a business representative to help you." 

Or maybe I am misinterpreting the comments?

[PatDuss · Accepted solution]

So, it seems the "issue" comes from a lack of clarity in the explanation of the thing itself. If you just let the Menu-based interrupt run its course and don't press any keys you just continue to exist in the queue without loosing your spot. What I've done is added to the audio messaging to clarify "or stay on the line to remain in queue" (something to that effect). This seems to be the way.