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How to use ExitWithKey option

How to use ExitWithKey option

Overview

The "ExitWithKey" queue option allows callers to exit a queue by pressing a specific key (single digit) to perform an additional action.

Example - One choice solution

In this example you can let callers leave a voicemail message while waiting for an available agent.

To do this:

  1. Create a Cally Square IVR project containing Queue and Voicemail blocks.

 

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  1. In the queue advanced settings, set the context to enable the ExitWithKey feature (e.g. exit-queue)

image-20251104-094333.png

  1. Create a new context in the Voice → Contexts section, clicking on the blue + button

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You can choose any name for the context; however, make sure it exactly matches the one defined in the Queue Advanced Settings (step 2)

  1. Create an internal or inbound route in the new context

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  1. Define the custom applications, in particular the Return application. The verbose application is used for debugging.

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With this configuration, the caller goes to the VOICEMAIL block only when:

  • queue timeout is reached

  • the caller chose the digit 1

Otherwise the caller remains into the queue, keeping the current queue position.

 

Example - Multiple choice solution

The "ExitWithKey" queue option allows callers to leave the queue by pressing a single digit to perform specific actions.

  1. You can create an IVR project to offer callers the option to leave a voicemail while waiting for an available agent. By pressing a key, they can choose where to leave their message:

  • Press 1 to leave a message in Support

  • Press 2 to leave a message in Sales

  • Press 3 to leave a message in Commercial

image-20251104-111446.png

  1. Use the Switch block to check the "EXTEN" variable that stores the digit typed by the caller.

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  1. In the queue advanced settings, set the context to enable the ExitWithKey feature (e.g. exit-queue)

image-20251104-094333.png

  1. Create a new context in the Voice → Contexts section, clicking on the blue + button

image-20251104-094426.png

You can choose any name for the context; however, make sure it exactly matches the one defined in the Queue Advanced Settings (step 2)

  1. Create the needed internal routes in the new context

image-20251104-112111.png

  1. Define in each route the custom applications, in particular the Return application. The verbose application is used for debugging.

image-20251104-111258.png
With this configuration, the caller goes to the VOICEMAIL block only when:

  • queue timeout is reached

  • press one of the digits is provided

otherwise the caller remains into the queue, keeping the current queue position.