Queue "Virtual Agent", but no Queue Exit Escape IVR Breakout?

[JamesIOH]

It's 2025 and people have been posting about this for multiple years now, yet when caller is sitting in queue they have no option to use IVR to Breakout to leave a voicemessage or similar. Most systems even have option to request a callback and sit in callback queue, but we are not asking for that, just simple expected ability to leave a voicemail. Callers dont know they want to leave voicemail if they think they are going to be answered promptly, but reasons arise that they need to jump off phone and want to leave a voice message instead. Why is it so hard for Zoom to add this basic capability?

[Eliot · Accepted solution]

Hi @JamesIOH 

Please see Release Notes for Zoom Phone, July 13, 2025 “Call back options for call queues waiting callers”

Release notes for Zoom Phone

The details are in Zoom support article:

Enabling call queue callback for Zoom Phone

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[MGSR]

Hi @JamesIOH! I wanted to let you know that I’ve marked @Eliot's response as the accepted solution, as I believe it answers your question. If you have any more questions or need further clarification, feel free to ask.

[JamesIOH]

Getting better, but if only one caller then no callback option. Sadly Zoom thinks offline users should remain available for queues so callers sit in the ether waiting for noone with no option to exit the queue. It is really sad all the bloatware zoom is spending our subscription fees on and wont even fix their existing systems.