Manage Call Routing

The Departments product allows you to set business hours and call routing instructions for each specialized team, such as billing, so they can handle queries they're trained to solve. 

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

This feature is currently in beta.

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

Edit or Add Departments

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

  1. Select Phone.svg 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

Note: The Main Line department title cannot be edited.

Change Phone Number Settings

Note: Assigning a phone number is not required on a new department if you are planning to route to a phone tree. It is required on your main line. 

  1. While editing a department, select the Carrot_Down.svg Down Arrow next to Phone Number Settings
  2. Toggle on toggle.png 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. Type an External Caller ID Name in the box

    Note: The character limit is 15 characters. In order to update the national database (CNAM), you will need to call Weave support.

  7. Click Save

Change Voicemail Box Settings

  1. While editing a department, select the Carrot_Down.svg 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 you would like to use to check the voicemail box
  4. Toggle on/off toggle.png if you would like the voicemail box to play the message date
  5. Toggle on/off toggle.png 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

Tip: Every department has its own voicemail box, so each will need to be checked for caller messages.

Change Phone Hours

  1. While editing a department, select the Carrot_Down.svg 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.svg 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

Note: You can also delete breaks and hours by selecting delete in the editing pop-ups.

Change Call Routing Settings

  1. While editing a department, select the Carrot_Down.svg 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
Call GroupPhone TreeCall QueueOther Routing Options
  1. Select a Call Group from the dropdown menu
  2. Add up to three Fallback Options to choose what should happen if the call group does not pick up (Optional)

    Note: Once the Voicemail option 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.

  3. Select Save Changes

Delete a Department 

  1. Select Phone.svg Phone in the menu on the left side of your screen 
  2. Click Departments from the dropdown 
  3. Choose which department you would like to delete 
  4. At the bottom of the page, select Delete Department 
  5. Click Confirm in the pop-up 

Once a department is deleted, call logs, any call recordings, and voicemails will no longer be accessible. 

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