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.

[LARA23]

You’ve raised a really important point here. Currently, when a caller hits the Menu-based interrupt, the design is focused on giving them alternate actions (callback, voicemail, or being sent into another flow). What it doesn’t inherently provide is the ability to resume the same queue position if they don’t want to choose those options.

A practical approach is to add a “Continue holding” or “Press X to remain in the queue” option in your flow design. This way, callers who prefer to wait can stay in their original position without being forced into callback or voicemail.

If this feature isn’t directly configurable in your current setup, I’d suggest submitting it as a feature request in the Zoom Contact Center ideas board, since maintaining queue position is a valuable use case for many businesses. In the meantime, you might be able to achieve a workaround by editing the flow logic to return the caller back to the same queue after the interrupt, but that does depend on how your routing is structured.