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. Name the Call Tree
6. Name Slot 1 and record a prompt for customers to hear when pressing 1
7. Decide whether Slot 1 will route to a certain Advisor/s, Other Team, or Voicemail
8. Click the green + sign in the top right corner of Slot 1 and repeat for all other Slots (up to 9)
9. Once you have configured the Slots to your preference, click Save.

Call tree examples

1. To connect with certain advisors 
   • 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) 
      

1. 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. Voicemail *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" (leads to custom or company recorded voicemail)
     

Inputting Your Call Tree in a Ring Schedule 

Once you’ve finished setting up your call tree, you’ll need to assign it to a ring schedule for it to take effect. A call tree won’t handle incoming calls on its own until it’s placed inside an active schedule. Adding it to a ring schedule determines when the call tree is used and ensures your routing runs the way you designed it. Once applied and saved, all calls during that schedule will follow your configured call tree.

1. After saving the call tree you created, navigate to your team’s ring schedule. From there, select your existing schedule or create a new one to apply the call tree.

     2. After selecting your ring schedule settings, click next, bringing you to Answer & Voicemail

     3. How do you want your team to be rung during this schedule? Click Ring to Call Tree

     4. In the dropdown box click the desired Call tree title, underneath the dropdown box indicate by toggling the switch whether you would like the Call Tree to begin with a Greeting. Lastly attach a voicemail recording and click submit. 

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 Voice Hub 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.