Manage Call Routing (Main Line & Departments)

Set business hours and call routing for your team and add specialized teams, such as billing, with your Main Line and Departments so customers can quickly get answers by the people trained to solve their questions. 

Make changes in response to whatever your team is facing - whether that's a change in communication strategy or inclement weather. 

Before you begin working, you'll want to make sure a few things are in place:

• Make sure your devices are correctly named
• Set up call groups 
• Add any recordings you may need to the media library 
• Create phone trees (Optional)
• Set up and edit call queues (Optional)

See more information on setting up call configurations:

Edit Your Main Line or a Separate Department

Once you have those things in place, you can start configuring your main line and any other departments in the Weave Portal.

1. Select Phone in the menu on the left side of your screen 
2. Click Main Line or Departments from the dropdown 
3. If you click Departments, choose which department you would like to edit or select Add Department 
4. If you added a new department, assign a name by selecting the Edit icon next to Department Title

Change Phone Number Settings

1. While editing your Main Line or a department, select the Down Arrow next to Phone Number Settings
2. Toggle on  if you would like to assign an extension number
   • If you would like to contact the department internally, toggling extension number will allow you to dial the number assigned without the full phone number. This also allows you to test the call routing before assigning a phone number.
3. Click Assign Number
4. Select the phone number you would like from the Phone Number Dropdown
5. Click Assign Number to verify
6. Click Save
7. Select the Default Voice Outbound and/or Default SMS Outbound buttons next to each number if desired

1. While editing your Main Line or a department, select the  Down Arrow next to Voicemail Box Settings 
2. Type a Voicemail Box Name in the box 

   Note: The extension to access the voicemail box from a deskphone for this department is next to the voicemail box name.

3. Type the 4-digit Pin into the text box that would be used each time you check the voicemail box (Optional)
4. Toggle on/off  if you would like the voicemail box to play the message date
5. Toggle on/off  if you would like to enable email or text notifications  
   • If you toggle on, provide an email address or phone number in the labeled text boxes and select Save. You can add multiple addresses and phone numbers.
6. Select Save Changes

Change Phone Hours

1. While editing your Main Line or a department, select the  Down Arrow next to Phone Hours & Call Routing
2. Choose the days and times this department will be open by clicking Edit Phone Hours on the right side of the screen or on the open hours that are currently set in the calendar
3. Check the box next to open days
4. Add the Start and End Times
5. Select Save 
6. Add breaks for lunch, staff meetings, or after-hour answering services by clicking Add Break on the right side of the screen

   Note: You can't have two breaks that overlap, even by a minute. If you have two breaks that line up, create one long break time. If they need different routing, change the start or end time by a minute so they no longer overlap.

7. Type a Break Name into the text box
8. Check the box next to days that need the break 
9. Add Start and End Times
10. Select Save

Edit Existing Breaks

1. Within the Phone Hours & Call Routing dropdown, select Edit Break
2. Make adjustments as necessary

   Note: If this is a break that you are not currently using, you can keep the break available to use later by deselecting all the days.

Turn On Override Settings

If you have a holiday coming up or need your call routing to change temporarily, you can turn on Voicemail Override or Call Forwarding.

Voicemail Override

Call Forwarding

1. While editing your Main Line or a department, select the  Down Arrow next to Phone Hours & Call Routing
2. Under Override Settings, toggle on/off  Call Forwarding (FWD) if you would like to forward all calls to a different number
3. Select the number from the dropdown
4. Select Save Changes at the bottom of the page

You cannot adjust the Routing settings while Voicemail Override or Call Forwarding are toggled on.

Change Call Routing Settings

1. While editing your Main Line or a department, select the  Down Arrow next to Phone Hours & Call Routing 
2. Under routing settings, select whether you are editing the Open, Closed, or one of the breaks you added to the schedule 
3. Select whether you would like incoming calls to go through a call group, phone tree, call queue, or another routing option from the tabs across the screen