Re: What we need is a SILENCE option
" along with a queue announcement indicating how many people ahead of you"
A decent call centre will NEVER, do that. It is pointless.
It isn't pointless. The point is that the message should be repeated and you can hear how fast it's going down. Your 1000 calls answered a minute will have a total going down by about 50 as fast as they can announce itt and you'll know you'll get to the front of the queue pretty soon.