That's a rotten setup, not helping you create that.
Use conditions or other means of activating Lunch. Announce lunch-message telling them to call back when open. You can do some fancy stuff here too, like send an email to the agents with the CLI of the caller, so they can call back.
As for the announcements, what's wrong with the deafault way of doing this?
Set the 1st. Announcemnt to 20 sec, telling the caller you are busy.
Then have the 2nd. Announcement telling callers you are very sorry for keeping them waiting.
In both cases you can throw in $ETA and/or $POS actions, and maybe a Leave action too, as a Menu choice.
Kind regards
Gunnar
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