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

Note for accounts using Sales Records: This article includes a Legacy components section with additional information that applies to your account.

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.
• To use click-to-call on Individual Records:
  • You must be assigned to a Security Group with 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 you can start a call by selecting “Make a Phone Call” on phone numbers in the Contact Info section of Individual Records and Agent Records in AMS+.

• Agent Records > Agent Detail > Contact Info
  
• Individual Records > Individual Detail > Contact Info
  

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 Individual Records, one at a time. To learn more, see How to start outbound calls using call queues in AMS+.

Legacy components

The following content applies only to accounts still using Sales Records. If you're unsure whether this applies to you, check your subscription package on the Subscription page. Accounts on Enhanced Records will show a package type that includes "+ Enhanced Records" (e.g., Accelerate + Enhanced Records). If your package does not include "+ Enhanced Records," this section applies to you.

Legacy components in this section:

• Sales Record click-to-call locations — accounts using Sales Records
• Sales Record call queues — accounts using Sales Records
• Sales Record permissions — accounts using Sales Records
• Sales Enablement Visible permission — accounts using Sales Records

Sales Record click-to-call locations

For accounts still using Sales Records, clickable numbers also appear in Sales Records > Contact Info, Lead Lists, and the Sales Dashboard.

Sales Record call queues

For accounts still using Sales Records, call queues include both Sales Records and Individual Records. To learn more, see How to start outbound calls using call queues in AMS+.

Sales Record permissions

To use click-to-call on Sales Records, you must have user account Sales permissions to View Sales Records. Learn more.

Sales Enablement Visible permission

To use Phone Dialer features, you must be assigned to a Security Group with the Sales Enablement Visible permission.