Some of the updates are major changes to existing features, others are minor quality-of-life upgrades, but all put together, they add up in a big way. All said, this is the best Tresta has ever been, and after months of hard work, we’re very excited to share it with you!
First and foremost, we’ve added the Call Flows section to the Settings tab in the web app. Call Flows is the main hub for call routing, where you can access a visual representation of your call flows and make changes to how your phone numbers are routed. Each of your phone numbers is listed on the left side of the page, with a branching flow chart extending to the right with the routing options you’ve put in place so you’re always clear on where your calls are heading. If it can happen on one of your calls, you’ll see it represented in Call Flows.
In addition to the new visual approach to call routing, you’ll find that Call Flows adds some pretty powerful new functionality, too.
With Smart Routing, Tresta’s routing capabilities just got a lot more oomph. Previously, each of your phone numbers could go to one and only one static endpoint – either a user, a user group, an auto attendant, or a forwarding number. Now, each of your phone numbers points to a set of call flow steps that allow you to do two important things: 1) chain different endpoints together in a series and/or 2) send calls on to another endpoint if the previous endpoint didn’t answer.
And as part of this change, we’ve added two new endpoints that you can use in call flows:
- Audio File: use pre-recorded clips of audio in your call flows
- Voicemail Box: send callers directly to one of your voicemail boxes
This means you can do some pretty powerful stuff that Tresta just couldn’t do before. For example, all of the following scenarios are now supported with Smart Routing:
John Doe’s Direct Phone Number
- Play “Thanks for calling John’s office” audio file
- Route caller to user John Doe
- If John doesn’t answer after 30 seconds, route caller to John Doe’s voicemail box
Jane Doe’s Direct Phone Number with help answering calls Jane misses before sending callers to voicemail
- Play “Thanks for calling Jane’s office” audio file
- Route caller to user Jane Doe
- If Jane doesn’t answer after 30 seconds, play “Sorry we couldn’t reach Jane, please hold for her assistant” audio file
- Route call to Bob Smith
- If Bob doesn’t answer after 30 seconds, route caller to Jane Doe’s voicemail box
On-Call Support Phone Number with three team members sharing the on-call load
- Play “Thanks for calling the 24/7 on-call line, please hold while we connect you with an agent” Audio File
- Route to User A
- If user A doesn’t answer after 20 seconds, route caller to user B
- If user B doesn’t answer after 20 seconds, route caller to user C
- If user C doesn’t answer after 20 seconds, route caller to “Sorry no support agents are available, please call back or leave a message” Audio File
- After audio file plays, send caller to Support Team voicemail box
These are just a few examples, but as you can imagine, the possibilities are endless!
Improvements to voicemail and call recordings
In addition to the ability to send callers directly to voicemail, we’ve added something that many of you have been asking for—the ability to create voicemail boxes that aren’t associated to a user or user group. Voicemail boxes still come built-in to every user and user group, of course, but now you can create ones that aren’t tied to specific people/teams, and you can set them up so that anyone can access them.
Shared ownership of voicemails & call recordings
We’ve changed the way voicemail and call recording subscriptions work. Previously, subscriptions were treated like distribution lists, where all subscribers to a certain voicemail box received their own copy of each message. Now, they’ll behave more like shared mailboxes, meaning that all subscribers will interact with the same copy of a voicemail. (Users can still download and keep their own copy.)
Finally, we’ve also added a Subscriber Log, which both logs and notifies subscribers when anyone is added or removed from a voicemail or call recording subscription. This audit trail ensures that users with admin level permissions aren’t ever tempted to access a subscription that they shouldn’t.
We’re excited to have these features out and can’t wait to see all the innovative ways that we know our customers will be putting them to use. In the meantime, though, our team is already hard at work on the next items in the roadmap: texting and web-based calling! Stay tuned for more information on these upcoming features in Q1 of 2019.