I second this and would add the following:

1) Create a workflow where there is a list of Federal holidays to select from when an office is closed. In the same screen, allow for an office to create office-defined holidays that can be made recurring if desired.

2) For these selected holidays, allow the office to push incoming calls to the "Closed" routing on a specific phone tree.

The current ability to set an override is not an adequate option when an office has a phone tree that calls are routed to during normal after-hours times.

Our previous VoIP provider's system allowed for sub-menus in the phone tree, which we found very useful to create nested menus. At present, this is not available in Weave's platform.

For example, rather than have an announcement that says, "For our office hours, press 1. For our location, press 2. For our fax #, press 3. To schedule an appointment, press 4. etc....", which creates quite a long phone tree, it would be nice if we could just say, "For our office hours, location or faxe #, press 1. To schedule an appointment, press 2, etc.". Then, when the customer presses '1', it would go to a sub-menu that would say, "For our office hours, press 1. For our location, press 2. For our fax #, press 3. etc."

The only way to achieve this, at present, is to create a separate Department and then route the call from the phone tree to a Department, which acts as a kind of sub-menu proxy. This seem unnecessarily complicated. Since there is no technological reason to not allow for sub-menus, I hope Weave will enhance the phone tree UI by allowing for this.

Phone managers should have access to main line changes specifically Phone hours and call routing. our closed phone routing changes during the week and Phone managers should be able to make the quick change.

I am wondering if it is possible to get the forwarding feature added to the call queues much like the call groups. For example, in call groups I can setup a forwarding number that will ring an outside line while ringing all the other weave users at the same time. This functionality is not available on a call queue however. I have tried a work around by assigning a device to the queue and completed the call forwarding from the device level but the outside line never receives the call.

There need to be ability to have multiple exceptions. Many have varying office hours by week. Being able to set hours by the month and custom open or closed days. Seems like this would be common sense. This should be something an office can set once and not have to go in and adjust weekly.

For example summer hours vs winter hours. One should be able to schedule this change and have it happen automatically. Along with this would be the change back from winter to summer hours.

Same with open or closed Fridays, If an office is open every other Friday or maybe closed the 1st and 4th Friday and closed the 2nd and 3rd Wednesday. Ability to have customizable hours/days should be more robust and user friendly.

During an Override, rather than only having the option to forward calls or send to voicemail, the option to have a phone tree for both is preferred. We don't need every call being forwarded to a dr over the holidays, but we do need patients that need urgent help able to get a hold of someone. The old VMO included a phone tree. Now, to be able to achieve what we need, I have to go in and re-record a greeting, create new branches, set it to our closed greeting, and then go in and change our office hours. Then go back and manually change all of that back to normal when the break is over. It is so many unnecessary steps when a phone tree option in the Override set up would be all that is needed.

I need to be able to set more custom office hours including every other friday off for example. Its two extra steps to access the menu, change the office hours, and remove the lunch break. Then reverse the process the following week. Also standard holidays such as Christmas, New Years Day, etc should be standard options to have off. Thanks

I need to have a different phone tree set up for weekends. Currently, I have to manually switch it out every Friday and every Monday. We have a different person on call on weekends than is on call during the week. If we forget to change it over, the emergency calls are going to a phone that is not in use. As you can imagine, this is a big problem. It seems that it should be easy to automate that.

We are a general dentistry clinic. We do have an oral surgeon work here on some Saturdays from 9-1. The receptionist on Saturday is also an assistant and helps with patients. She is not always able to answer phones. I created a voicemail greeting set for Saturdays that allows patients to leave a message if not an emergency or leave a message for the oral surgery staff. Staff will listen to and return their call when they have time. But on the Saturdays they are not here I would like to keep my regular closed recording. Is there and option for this scenario.

It would be nice for this feature to be allowed to do same thing as other products within same section, to save and add/adjust hours, day, time, without having to recreate every single time when it's a bi-weekly or monthly event. It would save office manager/admin a MASSIVE amount of time!

Please add a "Weekend" Phone Tree option, in addition to the "Evenings" Phone Tree.

Please place an emergency voicemail button on the app. This is very important for patient care.

Give the option to get back to the phone tree if the patient ends up at a voicemail.

has your platform came up with a solution for emergency voicemail?

This is the biggest short coming of the weave platform. Currently, on your app – on mobile or desktop you cannot find these voicemails. They in the nether of Weave somewhere. I can only access it from the email or text that I get on my phone. Then all I get is a phone number. There should be an Icon on the app for this voicemail box. Every dental office needs this and it is vital for patient care. If you don’t understand this please call me at 916 397-7440.

Think of it this way: Picture yourself in horrible dental pain and your Dr. could not get back to you because your voicemail was hidden on a weave server somewhere? I would imagine you would be pretty upset and still in pain. Emergency calls are the most important call that we get. They should be treated and handled as such.

The doctor should be able to open the weave app click the Emergency WM Icon.

It would list who called. The doctor can listen to the voicemail and call them immediately. Would you not want your doctor to have this functionality so they can get back to you ASAP? Or maybe like waiting for a call back with an emergency

This has been a problem from day one. Clearly, it has not been a priority for weave because I have been complaining about it for years.

Thank you for your time

Sincerely,

Jonathan Szymanowski

Our biggest need right now is for a setting on voicemail that can be automatically turned over to the weekend call services at a certain time. Like Friday at 5:00 p.m until 8:00 am. on Monday morning without having to go in an change the settings every Friday. Holidays could work the same way. Make it so you can change the dates and time for that duration instead of just closed.

Would love if there was a great system within Weave for emergency calls/texts. Right now on our voicemail we direct patients with emergencies to call a separate number which is managed by google voice. But it would be great if there was an internal system within Weave that would manage after-hours calls and texts which can then be sorted and prioritized according to urgency at nights and weekends for the doctor or on-call staff to review without having to sort through everything.

Being able to set a schedule on Saturdays for our offices. One office is open on the 1st and 3rd Saturdays of the month and another office is open the 2nd and 4th Saturdays of the month.

Having an office that has rotating weekdays and two clinics would benefit from a separation in the open and closed hours between voicemails and phone lines.

We are having issues when patients leave us a message after hours. The process is very tedious. We have to click on the text message, which takes us to the website. We then have to log in and then we get the "welcome to the weave portal" page. There isn't anywhere to find the message, even when clicking on messages. So then, we have to go back to the text and click the link again which will then take us to the voicemail. Then, to call the patient back, we have to get a pen and paper and write down the phone number (because they don't always give the phone number in their chart) and then log into the weave app and manually type in the phone number to call the patient. Then, if the pt needs to send a photo, we can't stay in the text message feed or their reply won't show up. The only way it will refresh is to click back out to the menu and then click on messages again to see it. Then, we can't enlarge the photo to see what we need to so we have to save the photos to the phone and then click on the photo and enlarge it. Then we have to get back into the weave app to reply to the message. The process is ridiculous. When we signed up for weave, one of the main selling pitches was the convenience of the after hours messages and being able to reply to patients with our office phone number but this process is so crazy that it is 100 times easier to just call the patient with our phone vs the app. Please help!!!!!! Dr. Flannagan said he is happy to talk to someone about this to come up with an easier way to do this. Thanks!
812-634-6600

I would like to have the ability to have the calls on certain days to call to the phones in the back since we do not have front desk person to pick up the phone