We are a new Freshcaller customer and have been configuring the call queues. We’ve encountered an issue which is described well in a previous topic: Best Practices for Messages in IVR? | Freshworks Community
When callers choose option 1 to remain in the wait queue (instead of option 2 for a callback), they hear the main message recording repeatedly until their call is answered, the max wait time has been reached, or they hang up out of frustration over the annoying and distracting message.
In the previous topic from 3 years ago, it was advised the wait queue functionality was being enhanced and would be released in “Q2 of 2021.” The described enhancements should have resolved the issue we are seeing 3 years later. Was it never completed?