I have a client who has employees that call in to a queue and would like to be able to press a digit to suppress any queue audio at any time while in queue. So if they don't want to hear the queue music while they are waiting for their call to get answered, they would like to be able to press a digit and turn off the music until their call is answered. I'm guessing something would have to be done with a Get Digit Async in the SystemACDCallHolding handler, but I'm not quite sure how to make that happen.
Would anyone have any ideas on how that can be accomplished?
For reference, this is a 3.0 SU17 system. The calls come in via Attendant and are sent to an ACD queue (as opposed to a Custom or Round Robin or what have you) and have queue audio operations set up to play queue music, a message to keep holding, then a menu with an option to route to voicemail, then more music, then a queue repeat.
I'm thinking I may need to move to a Custom ACD queue type and set everything up in CustomIVRWorkgroupQueue, but maybe I'm overthinking this. Any thoughts on how that can be accomplished would be greatly appreciated. Thank you.