David Salvay
My feedback
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30 votesDavid Salvay supported this idea ·
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42 votes
An error occurred while saving the comment David Salvay supported this idea ·An error occurred while saving the comment David Salvay commentedOur 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.
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.