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 create and delete call queues in AMS+. Call queues help organize your outreach by grouping leads and clients you need to call, ensuring follow-ups happen in the right order.
Requirements
- Your agency's AMS+ account must be subscribed to the Elevate package.
- You must be logged into AMS+ as an Agency User.
- You must be assigned to a Security Group with the Manage Users permission.
Create a call queue
- Go to My Agency Settings.
- Find and open the Phone Dialer & Call Queues setting.
- Navigate to the Call Queues tab.
- In the Description field, enter the queue's name.
- Choose the users who should have access to the queue.
You can assign specific users or all users. You can also add a user to all existing queues.
- Select the Add Call Queue button to create the queue.
Deleting a call queue
Deleting a call queue will remove it from all Individual Records. Any users previously assigned to the queue will also lose access. Before deleting, confirm that the queue is no longer in use.
- Go to My Agency Settings > Phone Dialer & Call Queues > Call Queues tab.
- Select the Delete button next to the call queue you want to remove.
- Confirm the deletion when prompted.
Example call queue names
- 1st Attempt
- 2nd Attempt
- 3rd Attempt
- 4th Attempt
- Final Attempt
- AEP Leads- Need Appointment
- AEP Clients- Need Appointment
- Quote Follow Up
- Turning 65
- Upsell to Dental
- Upsell to Life
- Upsell to Final Expense
- Upsell to Flood Insurance
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 call queue deletion — accounts using Sales Records
- Sales Enablement Visible permission — accounts using Sales Records
Sales Record call queue deletion
For accounts still using Sales Records, deleting a call queue will also remove it from all Sales Records in addition to Individual Records.
Sales Enablement Visible permission
To access Phone Dialer & Call Queues settings, you must be assigned to a Security Group with the Sales Enablement Visible permission in addition to Manage Users.