Overview
Phone tree updates affect inbound routing, call flows, schedules, and after-hours behavior. To avoid service disruption and ensure proper validation, all phone tree changes must be scheduled and submitted in advance.
Required Notice
A minimum of 48 hours’ notice is required for any request involving:
- Updating menu options
- Adding or removing extensions
- Changing greetings or recorded messages
- Adjusting business hours or routing logic
- Modifying failover behavior
This lead time allows telecom staff to review the request, implement the changes safely, and verify that the call flow functions as expected.
How to Submit a Request
- Provide the exact change needed (full script, menu details, and routing instructions).
- Identify the affected phone number(s) or call flow name(s).
- Specify the date and time you would like the update to go live.
- Submit the request to the telecom queue using this link.
Why the Lead Time Matters
- Prevents misrouting due to rushed or incomplete changes
- Allows time for recording and converting new audio prompts
- Ensures proper testing before the update is activated
- Minimizes the risk of downtime during high-traffic periods
Exceptions
Emergency routing changes may be expedited when critical operations are affected. All other updates must follow the 48-hour rule.