Getting to input DTMF keys when caller is still in call queue

[boogsalmighty]

Hi guys,

I was wondering if I could get advice on this call flow I'm currently working on.

1. A client calls into one of our DIDs
2. Client gets sent to an IVR and gets prompted for a number to press
3. Let's say client presses 1 for Accounts, client gets sent to another IVR for which department under Accounts, let's say client presses 4 for Accounts Receivables
4. While in the Accounts Receivables queue, client wants to leave a voicemail to the agents in the queue or an agent while still in the call queue

Is this something that's possible?

I have read somewhere that you can't press any DTMF keys while in a call queue. What I have right now is I have another IVR with an option after pressing 4 for Accounts Receivables for an option to go to voicemail by pressing 9 and pressing any number during the time will bring the client in to the Accounts Receivables queue. This seems to be inefficient and would break the call flow.

Appreciate any suggestions or advice on this.

 

[Saqqara]

Caller can press * while in a queue (this is the only key that works) and it will go to queue destination no answer option