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. 

This feature is currently available for limited accounts. Weave is actively working to allow access for all customers.

Note: Implementing new departments in your call configuration offers some more features in Messaging in the desktop app. Learn more.

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

See more information on setting up call configurations:

Mainline Departments

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 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 your Main Line or a department, select the Carrot_Down.svg Down Arrow next to Phone Number Settings
  2. Toggle on TOGGLEGIF.gif 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

Change Voicemail Box Settings

  1. While editing your Main Line or 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 would be used each time you check the voicemail box (Optional)
  4. Toggle on/off TOGGLEGIF.gif if you would like the voicemail box to play the message date
  5. Toggle on/off TOGGLEGIF.gif 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: Your Main Line and every department each has its own voicemail box, so each will need to be checked for caller messages.

Change Phone Hours

  1. While editing your Main Line or 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.

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

  1. While editing your Main Line or a department, select the Carrot_Down.svg Down Arrow next to Phone Hours & Call Routing
  2. Under Override Settings, toggle on Voicemail Override (VMO) If you would like to send calls to voicemails
  3. Choose the greeting from the dropdown that should play when customers call
  4. Select Save Changes at the bottom of the page

Call Forwarding

  1. While editing your Main Line or a department, select the Carrot_Down.svg Down Arrow next to Phone Hours & Call Routing
  2. Under Override Settings, toggle on 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 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. You cannot delete the Main Line.

Was this article helpful?