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  • Set Up Voicemail

    Here are the steps to set up voicemail. 

    About Voicemail

    Your office has one general voicemail box in addition to each phone having its own personal voicemail box. These voicemail greetings are controlled by the Office Hours you set in Weave.

    Weave recommends that you set up the following voicemail greetings:

    Type of Greeting Description
    Open Hours
    (General)
    This greeting typically plays during your designated open hours if no one answers the phone. This may be different depending on the customizations you set up for your phone system.
    Closed Hours
    (General)
    This greeting typically plays during your designated closed hours. This may be different depending on the customizations you set up for your phone system.
    Personal Extension Greeting We recommend setting up a personal voicemail greeting for each phone extension in your office. This greeting will play when someone directly dials or is transferred to your direct extension and you do not answer the phone.

    If your office closes for lunch, a regular staff meeting, or any other break, we also recommend setting up the following greetings:

    Type of Greeting Description
    Lunch Hours
    (General)
    This greeting typically plays immediately during your designated lunch hours. This may be different depending on the customizations you set up for your phone system.
    Break Hours
    (General)
    This greeting typically plays immediately during your designated break hours. This may be different depending on the customizations you set up for your phone system.

    Set Up Voicemail

    To set up voicemail you'll need to follow these steps:

    1. Record or upload your voicemail greeting
    2. Assign recorded greeting to a voicemail box
    3. Make optional customizations

    Let's break down each step. 

    Record or Upload Your Greeting

    There are three ways to record or upload a voicemail greeting: 

    Mobile App Weave Phone Upload File

    Follow these steps to record a greeting via your mobile app:

    Tip: You can set up your voicemail before your Weave phones have been installed by using the Weave mobile app. Once installed, you can use the Weave phones to set up voicemail. 

    1. Login to the Weave Mobile App
    2. Select the Settings icon from the home screen
    3. Select the Phone.svg Phone setting
    4. Choose Media Library
    5. Select Record.svg Record New 
    6. Give your greeting a name so that you can identify it later
    7. When you're ready to start recording tap on the red circle Error_Badge.svg and record your message3.png
    8. When you're done, tap on the red square Screen_Shot_2021-07-09_at_12.50.49_PM.png to stop recording
    9. Press Save 4.png

    Note: Once your greeting is recorded, you will need to assign the greeting to a voicemail box.

    Assign Your Greeting to a Voicemail Box

    Note: You must have the role of Admin or Advanced Team Member to adjust these settings.

    The next step is to assign your voicemail greetings to a voicemail box and schedule so that they will be played at the desired time and place.

    To assign a greeting to a voicemail box,

    1. Log into your Admin Portal
    2. Select Phone.svg Phone from the left side menu
    3. Select Voicemail Boxes
    4. Select the box you want to assign a greeting
    5. Click Add Greeting to your voicemail box 
    6. Select the greeting you wish to use for that mailboxScreen_Shot_2021-07-09_at_3.44.22_PM.png
    7. Click Use Selected File
    8. Click the drop down arrow under Schedule Greeting and select a timeScreen_Shot_2021-07-09_at_3.46.26_PM.png

      Note: Make sure that your general voicemail box is assigned both an Open and Closed greeting. If your office also closes for lunch or a break then you should also assign a voicemail recording to those as well. Your Office Hours settings in your Weave desktop app will control when these messages are played.

    9. If you need to assign another greeting, click Add Greeting and repeat steps 6-8
    10. Once you have added and assigned all of your desired voicemail greetings, click Save Changes

    Tip: Weave also offers a Phone Tree (also known as an IVR, interactive voice response, call tree, or auto attendant) for offices that would like to route their callers into a menu. If you are interested in more information about how this works, check out our Phone Tree article.

    Optional Customizations

    These customizations are not required, but available based on your preferences. 

    • You can give your mailbox a new name if desired
    • You can set or change your PIN for your voicemail box if desired
    • Toggle to play the voicemail message date on or off as desired
    • Decide if you want to receive an email and/or sms notification when you receive a new voicemail message.

    Tip: Email notifications are a great way to transfer a voicemail to someone else to manage. SMS notifications are great to use for a personal voicemail box if you want to listen to messages when you are away from the office. Go to Listening to Voicemail Messages to learn more.

     

    Screen Shot 2021-04-12 at 6.17.41 PM.png

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  • Holiday Checklist

    Preparing to close the office for an upcoming holiday? Follow this checklist to prepare your office for being out. 

    Before You Leave

    Consider the following items to prepare for your upcoming holiday: 

    When You Return

    When you return, consider the following items for a smooth transition back to business:

    Weave's Support Hours

    Please note Weave Support’s Hours of operation during the holidays will be:

    Observed Holiday Dates Weave's Support Hours
    Independence Day July 4th Closed
    Labor Day Sept 6th 8am - 2pm MST
    Day before Thanksgiving Nov 24th 6am - 6pm MST
    Thanksgiving Day Nov 25th Closed
    Day after Thanksgiving Nov 26th Limited email support
    Day before Christmas Eve Dec 23rd 6am - 6pm MST
    Christmas Eve Dec 24th Closed
    Christmas Day Dec 25th Closed
    New Year's Eve Dec 31st Limited chat support from 7am - 12pm MST
    New Year's Day Jan 1st Closed

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  • Set or Edit Office Hours

    The Office Hours setting in your Weave software controls when your phones ring and when specific Voicemail Greetings are played. This is real time manipulation of your phone system and Voicemail Greetings.

    There are 4 settings within Office Hours. Unless customized these settings will operate thus: 

    1. Open Hours: Your phones will ring on incoming calls during Open Hours. If no answer, the call will go to your Open Hours Voicemail Greeting.
    2. Closed Hours: Incoming calls will go straight to your Closed Hours Voicemail Greeting. 
    3. Lunch Hours: Incoming calls will go straight to your Lunch Hours Voicemail Greeting. 
    4. Break Hours. Incoming calls will go straight to your Break Hours Voicemail Greeting. 

    To assign your Voicemail Greetings to Open Hours, Closed Hours, Lunch Hours, or Break Hours, visit Set Up Voicemail.

    Note: Office Hours are set 7 days at a time. If you need to adjust your hours on a specific day of the week, make sure you only change it a week or less in advance.

    Office Hours can be adjusted in your Weave desktop and mobile app. To set or edit your office hours, follow the instructions below.

    Desktop App Mobile App
    1. Click on the menu icon in the top right corner
    2. Select Settings 
      office_hours_1.png
    3. Select Office Hours
    4. Click on the edit icon next to the day of the week you want to edit
      office_hours_2.png
    5. Adjust the hours for that day or mark your office as closed for the day


      Screen_Shot_2021-05-07_at_12.52.58_PM.png

    6. Click Save 
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  • Turn on Holiday Voicemail/Voicemail Override

    How to set up voicemail override for holiday or other specific needs. 

    Video Overview

    Note: Only users with the role of Admin or Advanced Team Member have access to this function.

    Record Your Greeting

    Before you turn on Voicemail Override, you will need to have a greeting in place. You can choose to either record a new greeting or select one you already have recorded.

    If you need to record a new greeting, you can do so in the following ways: 

    Use the Voicemail Override shortcut in the Weave Mobile App
    1. Login to your Weave mobile app

    2. Select the Settings icon from the home screen

    3. Select the Phone.svg Phone setting

    4. Select Voicemail Override 

    5. Tap Select Greeting 
    6. Select Record.svg Record New
    7. Give your greeting a name so you can identify it later
    8. When you're ready to start recording tap on the red circle Error_Badge.svg and record your message
    9. When you're done, tap on the red square Screen_Shot_2021-07-09_at_12.50.49_PM.png to stop recording
    10. Press Save

    Once your greeting is recorded, follow these steps to turn on Voicemail Override.

    Use your Weave phone handset
    Visit our Set Up Voicemail article for instructions.

    Once your greeting is recorded, follow these steps to turn on Voicemail Override.
    Upload a greeting from your computer
    Visit our Set Up Voicemail article for instructions.

    Once your greeting is recorded, follow these steps to turn on Voicemail Override.

    Once your greeting is recorded, you will need to turn on voicemail override by following the directions below.

    Turn On or Off Voicemail Override

    Note: If you have a Phone Tree set up for your phone system, Voicemail Override will override the phone tree as well. If you wish to keep the Phone Tree in place, you can change the main greeting instead of using the Voicemail Override feature.

    Desktop Mobile
    1. Go to your Weave Admin Portal
    2. Click Phone.svg Phone from the left side menu
    3. Select Voicemail Override
    4. Select the greeting you want to use
    5. Toggle on the VMO Active button Screen_Shot_2021-07-09_at_1.00.11_PM.png

    When you return to the office, turn off the voicemail override message by clicking on the VMO alert that will appear at the top of your Weave Desktop App.

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  • Set Up Call Recording

    Whether you need to record calls for training purposes or otherwise, these steps will help you get it all set up!

    Note: You must be assigned the role of Admin in order to turn on, access, and listen to call recordings.

    To turn on call recording:

    1. Login to your Weave Software
    2. Click the dropdown arrow to the right of your username
    3. Click Settings
    4. Click Phone
    5. To the right of Call Recording, toggle the switch to green to turn on

    Please be aware that certain states do require you to notify your callers that their call is being recorded.

    Note: Check the call recording laws in the state your business is located. Please chat with support (using the chat bubble below) to have a pre-recorded message played when you receive an inbound phone call.

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  • Set Up Missed Call Text

    Missed Call SMS will automatically text a caller if their call goes unanswered.  The SMS can be customized to let your caller know that you are sorry you missed their call and they can text your office back.

    This is a premium feature and may not be a part of your current Weave software.

    Video Walkthrough

    Activate Missed Call Text

    1. Select the Hamburger_Menu.svg menu in the top right corner of the main page of your desktop app
    2. Click on Settings
      Missed_Call_Text_1.png
    3. Click on Phone.svg Phone

    4. Click on Missed Call Text
      Missed_Call_Text_2.png

    5. To turn on your missed call auto texts, toggle the switch from grey to green

      The Open Missed Call Text will send when your office hours are set to open

      The Closed Missed Call Text will send when your office hours are set to break, lunch, or closed.

    6. Click Edit Message to customize the text that sends out for both your Open and Closed hours

    7. Click Save

      Missed_Call_Text_3.png

     

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