Would it be possible to have something like 'Confirm Calls' from Ring Groups implemented on Queues?
We currently have an out-of-hours support queue with static agents, all of which are mobile (/cell) phones.
The ring strategy we currently use is rrmemory, though that may not be important.
The issue we're having is that if a call is routed to an agent's mobile, and they either don't get the call, or reject it, the caller is connected to the agent's voicemail, and doesn't remain in the queue.
The ideal solution to this for us would be something like the Ring Groups module 'Confirm Calls' option:
When a call is routed to the agent, a message is played to them, and they must press 1 to accept the call. In this scenario, not only is the agent made aware that the call they're about to receive is a support call, but if their voicemail were to take the call, it would time out waiting for the '1' keypress, and go to the next agent.
I hope I've explained myself correctly, and apologies if this is included somewhere in 2.5, but the closest option i could see was Agent Announcement, which doesn't solve the voicemail problem.