Standard Greeting

When answering the phone, use the following standard greeting: “Thank you for calling Toole Design. This is (YOUR NAME). How can I help you?”


Phone Tree

All Toole Design Office Phone Numbers are designed to route to the Admin Team if no extension is provided by the caller. 


The following phone tree is used to determine how the call is routed. The phone tree is adjusted by reaching out to Helpdesk.  


As of 6/22/26 the current tree flows:


*EST time, your local time zone is in ().

  • 9:00 am - 11:00 am - Boston Office Coordinator 
  • 11:00 am - 1:00 pm - Columbus/Spartanburg Office Coordinator
  • 1: 00 pm - 3:00 pm (10:00 am - 1:00 pm PST) - Seattle Office Coordinator 
  • 3:00 pm - 5:00 pm (1:00 pm - 3:00 pm) - Denver Office Coordinator
  • 8:00pm – 8:00 am EST – Calls will be routed to the reception workgroup voicemail


Guidance on Redirecting Calls

  • When forwarding voicemails to the correct party, always make sure to cc' adminteam@tooledesign.com so that we're all aware the message has been handled. 
  • (if you happen to answer the phone) When answering phone calls, it is imperative to be as polite and efficient as possible. Ask the caller to identify the nature of their call. The Admin Team should field all calls related to office coordination, general company information (hours of operation, general professional capabilities, etc.), and solicitations.


Guidance on Scam Avoidance

  • Be cautious of external emails. Verify any email not from @tooledesign.com. IT flags external messages—report any suspicious emails to IT.
  • Screen every call. Ask for the caller's name, company, who they're calling for, and the purpose of the call.
  • Handle solicitations professionally. Say: "We need to keep this line available for business calls. Please place us on your Do Not Call list and contact us by mail only." End the call if necessary.
  • Verify before transferring. If a caller asks for a specific employee, place them on a brief hold and check with the employee before transferring the call.
  • Take complete messages. Record the caller's name, company, phone number, email, and reason for calling, then email the information to the intended staff member. They can decide whether to respond.
  • Share repeat scam attempts. If you receive repeated suspicious calls, document as much information as possible and notify the admin team so everyone is aware.
  • Do not give out printer brand or model information by phone! This is a known scam which previous staff have fallen for before.