ExpertConnect is a team-based support platform, but we know there are still times when a customer needs to connect with a specific individual or group of individuals within a team, instead of ringing everyone simultaneously. Teams have an optional call tree setting that allows callers to get directed to a specific advisor or group advisors or a specific team when they call in, based on prompts that you define.

This best part about this feature? It's customizable. Customers don't have to hear an automated voice. When you create the call tree, you can record the prompts so that your customers have a more personable experience.

How to create a new call tree

1. Login to the web dashboard and navigate to the Manage tab.
2. Find the team you want to create a call tree for and click the gear icon on the right side of the screen. 
3. Select VoiceHub and select Call Tree (Auto Attendant).
4. Click Create Call Tree
5. Create new slots for the number of call tree options you want to create (up to 9).
6. Add the advisor(s) you want to a primary and secondary slot or select the team you want to route the call too.
7. Type in the name and record the alias for each slot.

Call tree examples

1. To connect with a department
   • Custom Greeting Recording: “Thanks for calling ACME. Please listen to our following call tree to connect with a team of experts based on your issue.”
   • Option 1: "Push 1 for Precision Support" (insert John, Mark, & Karen)
   • Option 2: "Push 2 for Sprayer Support" (insert Craig & Brad)
   • Option 3: "Push 3 for Diagnostic Support" (insert Jake)
   • Option 4: "Push 4 for all other support issues" (insert all advisors) 
     
2. To connect with a team *Custom Greeting Recording: “Thanks for calling ACME Urbandale location. Please listen to our following call tree to connect with your department.”
   • Option 1: "Push 1 for Precision" (insert Parts Team)
   • Option 2: "Push 2 for Support" (insert Service Team)
   • Option 3: "Push 3 for Service" (insert Support Team) 

3. To connect with an individual *Custom Greeting Recording: “Thanks for calling ACME's Precision Team. Please listen to our following call tree to connect with a member of our team.”
   • Option 1: "Push 1 for John" (insert John Advisor)
   • Option 2: "Push 2 for Mark" (insert Mark Advisor)
   • Option 3: "Push 3 to connect with the Support Center" (insert all Advisors) 
     

Tips for this feature

• If a customer is unable to connect with the advisor/s in the prompt they selected or does not select a prompt, they will be asked to leave a voicemail. This voicemail will create an unassigned ticket alerting the entire team, allowing other team members to assist if the selected advisor/s are unavailable.

  If a customer doesn't select a prompt on the call tree and hangs up, a ticket will not be created for that call. The customer must select a prompt or leave a voicemail for a ticket to be created. 

   
• If a team uses the Route to Other Team option, the call will forward and meet that team's set ring schedule. 
• To use a call tree, you must input that call tree into the team's ring schedule. When setting up your ring schedule, select the Ring to Call Tree option and select your saved call tree.
• This feature is available at the team level. If you have multiple teams, you can create a separate call tree for each VoiceHub number.
• You can create up to 9 call tree branches.
• Within a ticket, advisors will see which call tree option was selected. This information will not show in the Calls page.