How to make outbound calls using the Phone Dialer in AMS+

Note for Enhanced Records accounts: This article references Sales Record functionality and the Sales Enablement Visible permission. These do not apply to your account. You can check your account's subscription package on the Subscription page.

This article explains how to make outbound calls in AMS+ using the Phone Dialer. You can make manual calls, use click-to-call, or start calls from call queues.

For more on using VoIP features in AMS+, including training and related resources, see this feature overview.

Requirements

• Your agency’s AMS+ account must be subscribed to the Elevate package.
• Your agency’s AMS+ account must have at least one VoIP phone number. Learn more.
• You must be logged into AMS+ as an Agency User or Agent CRM User.
• You must be assigned to a Security Group with the Sales Enablement Visible permission.
• To use click-to-call on Sales Records:
  • You must also have user account Sales permissions to View Sales Records. Learn more.
• To use click-to-call on Individual Records:
  • Your assigned Security Group must also have the Individual Visible permission.
    • If you’re an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
• Browser requirement: Click-to-call, call queues, and manual call making only work in Google Chrome, Mozilla Firefox, and Microsoft Edge. We recommend using Google Chrome.

Make calls using click-to-call

If click-to-call is enabled, you can start a call by selecting any clickable phone number in AMS+. This feature is only available in specific areas of the platform.

Clickable numbers appear in:

• Agent Records > Agent Detail > Contact Info
  
• Individual Records > Individual Detail > Contact Info
  
• Sales Records > Contact Info, Lead Lists, and the Sales Dashboard
  

Make manual calls

If you're not using click-to-call or call queues, you can dial numbers manually.

Select the Phone icon in the AMS+ header and choose Launch Dialer.

Select the Dial Number button.

Enter a number manually or choose one from the Phone Book.

To add contacts to your phone book, see How to add phone numbers to phone books in AMS+.

Use call queues

If you're assigned to a call queue, you can start calls directly from the queue. This lets you work through a prioritized list of Sales Records and Individual Records, one at a time. To learn more, see How to start outbound calls using call queues in AMS+.