Summary
Phone tree updates require at least 48 hours’ advance notice to ensure changes are implemented accurately, tested, and deployed without disrupting call routing. This article outlines the types of updates that need lead time, how to submit a request, and why the notice period is necessary.
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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.