“Phone Trees” or “Dial Trees” are automatic systems that when called, prompt you to navigate them via button to reach the department you’re trying to call.
This is slightly different from an extension number, where an automated system picks up and you enter a multi-digit extension to be redirected to a specific human ("If you know your party's extension, please enter it now.")
How does Nooks handle Dial Trees?
Nooks will remember dial trees whenever it encounters them. Any time this number appears in a task, the task will automatically be placed in a separate section. If you'd like to move the numbers back into the main dial queue, you can press the "Queue All" button.
This functionality is only available on the Nooks parallel-dialer; power-dialer teams can already navigate dial tree prospects sequentially.
Calling Dial Trees
While parallel dialing, Nooks cannot currently automatically navigate dial trees. However, it often can be useful to manually navigate dial trees by calling them 1 by 1 using the dialer’s built in dial-pad.
Nooks maintains a database of known dial trees. When you load your call tasks for the day, if you are calling a known dial tree it will be automatically bucketed in the “Dial tree numbers” section, and you will have the option to dial those numbers 1 by 1 (using the “Click to call” feature)
When calling sequence tasks, you will also have the option to ‘Advance All’ dial trees in case you just want to move those prospects to the next step without manually calling them.
While calling phone numbers, if any of them are detected by Nooks as a new dial tree then they will also be moved to the dial tree section after the call.
Automatically navigating Dial Trees with AI
If you'd like to try our automatic AI navigator for dial trees, please reach out to your CSM.
Appendix
What is a Dial Tree vs an Extension Number?
A simple dial tree presents a caller with several options for the caller to redirect their call.
An extension number will connect the user, play an automated message, at which point they can enter their parties extension.
Nooks can currently navigate immediate-entry extension input; just enter the extension after a pound sign (#) in the contact number.
Nooks cannot automatically navigate complex dial trees at this time.
