Looking to learn more about AccuRoute®? This article walks you through the features and functionality in the program so you can become more familiar with it as you set up custom call routing for your business.
What is AccuRoute?
AccuRoute is customizable call routing software – but it’s much more than just sending inbound calls to your teams!
Within AccuRoute you can set up a wide range of call queues with different routing rules and update them at any time to respond to changing business needs. AccuRoute is also where you integrate your call data with other programs including CRM and sales software like Salesforce and HubSpot.
This powerful program lets your business control inbound call management in just a few clicks.
When you first get to the AccuRoute screen, you’ll see many options; each of these takes you to a feature or tool you can set up in AccuRoute, explained below.
AccuRoute Features for Setting Up Call Routing
The central feature in AccuRoute is building and managing your call routing program. This process has several steps that allow you to customize everything from how calls are distributed to your employees and the frequency of announcements while callers are on hold. You can create different routing rules for the time of day, the caller location to direct them to the nearest office, and more!
AccuRoute call routing features:
- Numbers: Where you manage your toll free and local business phone numbers
- Targets: The destinations, agents, and extensions you set up in AccuRoute to answer your calls
- Groups: Where you create agent groups and distribute calls to your agents; these can be based on a round robin system, weighted system, and more
- Ring Pools: Dynamic tracking numbers that track digital marketing through DNI
- Call Queue for Agents: Where you create and manage queue systems for handling calls that are waiting for an agent; options include max queue size, call-back requests, and announcement frequency (learn more about call queue management here)
- Routing: The set of rules that control how an inbound call is handled – AccuRoute has many routing rules you can choose from when setting up your custom call routing (learn about routing rules here)
AccuRoute Features for Call Management
In addition to setting up call routing, AccuRoute allows you to manage many other parts of your business phone system.
Other features in AccuRoute include:
- Tags: A way of adding extra information to a call; with AccuRoute you can add DNIS Tags, Target Tags, Routing Tags, and Web Tags (learn more about tags here)
- Voice Tagging AI: A specialized program for speech analytics, AI automated keyword tagging, call transcripts, adding tags for reporting, providing sentiment ratings and call scoring, and more (learn more about Voice Tagging AI here)
- Blocked Callers: A list to manage blocked callers
- VIP Callers: A list of VIP clients via caller ID to prioritize and apply specific routing rules
- Audio File Storage: Allows you to upload and manage audio files for announcements you want to play while callers are in the queue
- Music on Hold: Allows you to upload and manage audio files, if you choose to use hold music in your queues
AccuRoute Features for Integrations
Setting up integrations is a key part of understanding your call data within the context of your larger business information. Thanks to our open API framework and multiple integration options, you can easily interface with other programs to push call data into them or pull their data in.
What does this mean for you? It’s easier to get a complete view of your customer activity! For example, you may want to integrate Salesforce to generate lead records in Salesforce from calls, as well as see all your customer activity in one spot. Or you may want to integrate Google adwords to more easily tie your PPC ad keywords to the calls they drive.
When it comes to integrations, you have several options:
- RoundTrip: A built-in tool for standardizing call data into one report, often used for call centers (learn more about RoundTrip here)
- Real-Time Events: A real-time data feed of all your filtered calls that can be pushed into other programs (learn more about real-time events here)
- Integrations for other programs your business uses: We’ve built out automatic integrations for the most common programs including Google, HubSpot, Salesforce, and more, along with custom integration services for other programs (learn more about integrations here)