I currently have my FreePBX setup with time conditions -> ring group
The issue here is, when the extensions in the ring group are engaged with other calls, the next incoming call is still channeled to the extensions as call waiting, and if they are not picked up, the 2nd incoming call will be channeled to the default announcement for when nobody picks up their call (based on default settings).
What I want to do is, say the extensions are engaged with other calls, I would like to put the next incoming caller on hold instead (and play an on-hold announcement, agents are busy, etc), and transmit the 2nd call to the extension once they end their first call.
Is the only way to do this via queues? Thank you.