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

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+.