By creating a well-designed phone tree, you can make sure your callers quickly reach the right person in your office by selecting options from a list you've curated for them.

You must have the user role of Super Admin to access this feature. See your role.

Note: Phone trees are also called: call tree, auto-attendant, or IVR (interactive voice response)

These calls can be routed to an internal extension or external 10-digit phone number. Phone trees are commonly used for "after hours" messages. This allows you to prompt the customer to press a key to be forwarded to a mail box, personal extension, or directly to the on-call doctor’s phone number.

Create a Phone Tree

To create a new phone tree, contact support@getweave.com. Learn how to create a phone tree on your own if you have Main Line and Departments enabled below.

Before you contact Weave support, make sure you have these things in place: 

  • Record your greetings
    • Open or Closed Phone Tree greeting (Required): Contains any introductory information you would like to share with your customers and a description of each option in your phone tree
    • Voicemail greetings: What your customers will hear to prompt them to leave a voicemail
    • Sub Tree greeting: Lists options in a sub-menu
  • Be ready to answer these questions:
    • When would you like the phone tree to go live?
    • Would you like a phone tree played during open hours, closed hours, or both?
    • Do you want your phones to ring before going to the phone tree? If so, what phone extensions would you like to ring and how many times?
    • How many prompts (or dials) would you like for your Phone Tree(s)?
    • Which phones and voicemail boxes should be linked to each prompt?
    • Would you like to receive text or email notifications for the voicemail box(es)? These messages will come at all hours. If so, what emails or cell phone numbers would you like to receive the messages?
    • Will calls need to be forwarded to outside numbers on any of the prompts? Please provide a phone number and the prompt number.
    • Do you want any sub-menus to play greetings or give options?

Access and Manage Your Phone Tree

    1. In the Weave Portal, select the Phone.svg Phone and then Phone Tree
    2. Select the Phone Tree you would like to manage
    3. Under Phone Tree Greeting, select from the dropdown menu to change to a file in your media library
    4. Add a phone tree greeting to your media library by following the steps in the Record or Upload Your Voicemail Greeting article

      Note: Remember to record your message for the Phone Tree introduction even though you are following the voicemail greeting steps. Name your greeting according to the phone tree so it is easy to find later.

    5. Choose your Phone Tree recording from the Select Greeting Carrot_Down.svg dropdown menu
    6. To begin setting up your phone tree, select Add Dial Number. Use the drop-down that appears to choose the number that clients will select for the call. 

Phone Tree Routing Options

Customize the phone tree by using theCarrot_Down.svgdropdown menus to specify what each dial number should do:

  • Call Group: Sends caller to a specific Call Group
  • Call Queue:Sends caller to a specific Call Queue
  • Play Message: Plays a pre-recorded message from the media library (ex. office hours)
  • Device: Sends caller to a specific device (Weave Phone)
  • Forwarding Number: Sends caller to an external phone number
  • Voicemail Message: Sends caller to a determined Voicemail Box and Greeting (select Skip Greeting to go straight to voicemail box)
    • You can choose to have No Greeting, the Weave Default Greeting that is a recording provided by Weave, or your own recording from the Media Library
  • Repeat Phone Tree Greeting: Plays the phone tree greeting for someone who needs to hear the dial options again
  • Not Configured: Disables the dial option

Add an optional Caller Label to a Call Group, Call Queue, or individual device dial number by typing in the corresponding box. This label shows on your team’s phones when the dial number is chosen by a caller so your team members can quickly understand the purpose of the call. If a call reaches a device through a fallback option, the phone will show the prior labels before the Caller Label for the fallback option. 

Once you've finished customizing your dial options, add Fallback Options to make sure all of your phone calls are answered. Once Voicemail is chosen, there can be no more Fallback Options after it. If you add Voicemail in the middle of your Fallback Options, all options after will be deleted.

If you need to remove an instruction, click the X found on the far right of the screen.

Toggle on Dial Extension if you would like your callers to be able to enter an extension to reach someone in your office. 

Note: This will include all extensions in your phone system, even at different a location if they know the extension. If you would like to inform callers of this option, you will need to add it to your Phone Tree Greeting. This is the only setting in Phone Tree that will auto-save when changed.

When you have finished with your edits, select save changes.

Create a Phone Tree (Only with Main Line & Departments)

If you have Main Line & Departments enabled, you can create your own Phone Tree. 

  1. Within the Weave Portal, select Phone.svg Phone in the left navigation menu
  2. Choose Phone Tree from the dropdown
  3. Select Add Phone Tree in the top right corner
  4. Name the phone tree by clicking the Edit Edit icon next to New Phone Tree

Follow the Managing Your Phone Tree steps above to complete setting up your phone tree. 

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