Basic call management software features

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Lower costs: Call management software increases your efficiency and minimizes the need for large teams.
What are the key features of call management software?
When deciding on the right call management software for your business, look for top features that align with your specific needs.

Below, we’ll break down the necessary features for different types of business functions and teams.


These features are ideal for businesses looking for basic call management software:

Business hours: Set customized schedules to confirm when each of your numbers is available to receive calls.
Voicemail: Record, upload, or write the script for a customized message to greet callers when you’re away.
Call routing: Direct calls to the correct teammates every time by customizing distribution and ring rules.
Interactive voice response (IVR): Set up a smart IVR directory that singapore phone number list automatically guides callers to the correct team on their first try.
Extensions: Assign everyone on the team a personalized three-digit extension their colleagues can quickly dial.
Blocklist numbers: Eliminate spam callers and bots so you can focus more on the conversations your business cares about.
Call management solutions without these basic features will most likely not be the right fit for your company, regardless of size.

Call center software features
These features are ideal for businesses looking to use their call management software in tandem with a call center:
Real-time modifications. Toggle your system settings at any time, including adding new numbers or users in a single click.

Call queuing: Give inbound callers the option to remain in queue until one of your agents is available to talk.
Ring groups: Route calls to teams grouped by location, language, skill, or any other trait you’d like.
Parallel calls: Put your current conversation on hold and simultaneously start a separate call with a third party.
Unlimited concurrent calls: Take or place as many calls as you would like—simultaneously—on the same phone number.
Queue callback: Give callers the power to opt out of a waiting line and receive your outbound reply at a later time.
Time-based routing: Set team and/or individual working hours to assure calls are routed only to available employees.
Call recording: Review call recordings to help confirm details, monitor quality, and guide training sessions.
Pause-resume recording: Keep your callers’ sensitive information secure by temporarily pausing call recording as needed.