Weave Phone User Guide (VVX 310)
Getting Started:
Answering a Call:
Simply pick up the handset and begin speaking.
Placing a Call (2 options):
1. Pick up the handset and dial -‐ OR –
2. Dial the number and hit the “Dial” button (goes to speaker phone – then pick up).
Mute & Hold/Resume:
1. Mute is located at the bottom right of your phone. Press to toggle on/off.
2. While on a call you can press the hold button on the screen display or the bottom left hold button (physical button). This will play whatever hold music or messaging you have set up on the account. 3. Press Resume on the screen display to resume your call or the bottom left hold button to toggle off of
hold.
Viewing Recent Calls:
1. Press the right arrow of the navigation tool.
2. The word type will appear as the third option at the bottom of the screen display.
3. You will see options to view “All Calls”, “Missed Calls”, “Received Calls”, & “Placed Calls”. Select the desired option.
Multiple Calls:
1. Place your current call on hold.
2. While that call is on hold, you will have the option to answer an incoming call or begin a new call through the buttons on the screen display.
3. If you have multiple calls on hold, use the up and down arrow keys located on the upper right side of the phone to highlight the call you would like and hit resume located on the screen display.
Transferring Calls:
1. Press the transfer button on the screen display or the transfer button on the left. You will hear a dial tone. The caller will be listening to hold music.
2. Dial the three-‐digit extension you want to send the call to or a full 10-‐digit external number if sending to a cell or home number.
3. You will hear the phone ringing. If you would like to talk to the person receiving the transfer, wait for them to pick up and explain that you will be transferring a call, who it is, etc.
4. Press the transfer button again to complete the transfer. Only when you press the transfer button for the second time will the call be transferred from your phone to the other extension. Your phone will automatically disconnect and you can hang up the handset.
Conference Calls:
1. When on a live call, select the "more" button located on the screen display. You will hear a dial tone. The caller will be listening to hold music.
2. Dial the 10-‐digit phone number or three-‐digit extension of the third party you would like to conference into the call.
3. When the third party answers, press the conference button again to put all three parties on the call together.
4. If needed, you can press the split button to end the conference and put both calls on hold. You can then select which call to resume if needed. Note: if you hang up, the other two callers can continue their conversation.
*Continue below to “Voicemail”…
Voicemail:
Note:
There are two types of voicemail. General voicemail is the primary voicemail where patients will leave a message of no one answers the phone at all. Personal is stored on the individual phone and is utilized when someone transfers a call to an individual extension, but no one answers.General Voicemail:
Setting up General Voicemail:
1. Push the message key (envelope key) (located on the left side of the phone) or dial 9000. 2. Select "Advanced Options" (Option 5).
3. Select "Make New Recording" (Option 1).
4. It will prompt you to make a voice recording (1-‐9). We will only use 1-‐4.
Greeting 1: (Open Business Message) Weave will automatically send callers to this voicemail when you are in the office, but unable to answer the phone.
Greeting 2: (Lunch Message) Weave will automatically send callers to this voicemail when you are closed for lunch at the time indicated in the Weave software.
Greeting 3: (Break/Meeting Message) Weave will automatically send callers to this voicemail during recurring scheduled meetings or breaks.
Greeting 4: (Closed Business Message) Weave will automatically send callers to this voicemail when the office is closed (ex: on the weekend, after normal business hours, etc.).
5. After recording greetings, follow the prompts to save your recording. Press 1 to listen to the recording.
Press 2 to save the recording. Press 3 to re-‐record.
Listening to General Voicemail:
1. Press the envelope button on any of the phones or dial 9000. It will inform you of any new voicemails and play them.
2. To delete a voicemail after listening to it, select option 7.
Personal Voicemail:
Setting up Personal Voicemail:
1. Dial 9001.
2. Select "Advanced Options" (Option 5). 3. Select "Make New Recording" (Option 1).
4. It will prompt you to select which mailbox (1-‐9). We only will use #1. 5. After recording, follow the prompts to save your greeting.
Press 1 to listen to the recording. Press 2 to save the recording. Press 3 to re-‐record.
Listening to Personal Extension Voicemails:
1. Dial 9001.
2. It will inform you of any new voicemail you may have and will automatically begin playing them for you.
3. To delete a voicemail after listening to it, select Option 7.
Advanced Features:
Forwarding Calls From a Phone:
Turning On Forwarding:
1. Select "Forward" for the screen display of an idle phone. 2. Select “Always Enable” (Option 1).
3. Under "Contact" enter phone number to forward to. 4. Select “Enable” to forward all calls.
Note: When forwarding is enabled, an arrow will appear on the screen display
Turning Off Forwarding:
1. Select "Forward" from the screen display on your phone. 2. Select “Always Enable" (Option 1).
3. The phone number will be listed under "Contact." Select "Disable."
Note: Forwarding must be disabled from the same phone that enabled it.
Adding Contacts to the Directory:
1. Press the home key.
2. Highlight the “Directory” using the navigation tool (arrow keys) and select it (Contact Directory, Opt 1).
3. Select “Add”, the third option beneath the display screen. 4. Input the name.
5. Put the phone number where it says “Contact”.
6. To add contact into your favorite index (shows on the main screen as a quick-‐dial option), insert a number under “Favorite Index”. The first 4 or so on the favorite index will show on the main screen. 7. To access the entire directory from the main screen, press the up arrow on the navigation pad while
the phone is idle.
Note: The following features must be setup by an admin at Weave. Please contact us for
assistance.
IVR/Call-‐Tree:
An IVR or call-‐tree is when you dial a number and it goes to a message that asks you where you would like to be directed. Most offices utilize this for the after-‐hour voicemail so their patients can contact them in and emergency (ex: “Thank you for calling Weave Dental. You have reached us outside normal business hours. If you are a patient of record and are having a true dental emergency, please press 9. Otherwise, please press 1 to leave a message on our general voicemail and we will return your call the following business day.” etc…). If they press 9, we can have it auto-‐forward to a cell phone on file.
Voicemail Emails:
If requested, we can have audio copies of any general voicemails left on your phone system emailed to give you access to listen from wherever you are.
Ring Groups:
A ring group is set up to distinguish which phones ring when a number is dialed. If the Dr. doesn’t want their phone to ring when a patient calls, we can set up a ring group and designate which phones ring. This can be combined with a call-‐tree to create an in-‐depth corporate message when a patient calls your office. Unless necessary, studies have shown it’s best to have a live employee answer.
Music/Message-‐on-‐Hold:
When placing patients into a hold pattern from the Weave phones, hold music will play for them. Default music is selected. If you would like to change this music, all we need is an audio file to upload (can be music or a customized message). Unfortunately we do not create these audio files. When we receive an audio file, we can usually update the hold music within 5 minutes (during regular business hours). We do require that the file be less than 10Mb and in wav format. Once uploaded, our system is set to start at the beginning of the recording each time you place someone on hold.
